Administering Cisco Unified Contact Center Enterprise Part 1 v2.0

This 5 day instructor-led course is designed for system engineers and customers involved with the support of a UCCE solution deployed in a CVP comprehensive environment.

This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment.

Attendees should meet the following prerequisites:

- Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required

- Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required

- Working knowledge of Unified Communications Manager and Voice Gateways

- Basic understanding of contact center operations

After completing this course you should be able to:

- Identify the basic components and operations of the Unified CCE solution

- Configure and script a basic UCCE CVP deployment

- Perform the ICM configuration tasks required to support basic agent functionality

- Build and test a basic ICM script utilizing microapps

- Configure and script UCCE to support reporting requirements, precision queuing and RONA

- Deploy the CVP VXML component in a Unified CCE solution successfully

- Generate basic reports using Cisco Unified IC

This course is intended for those administering a UCEE solution, or responsible for Level 1-2 support.

This 5 day instructor-led course is designed for system engineers and customers involved with the support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment.

Cisco Unified Contact Center Enterprise v10 Foundations:

- Introducing UCCE

- Unified CCE Components and Architecture

- UCCE Terms, Routing and Additional Components

- Accessing UCCE Tools

UCCE Configuration and Scripting:

- Configuration Manager

- Script Editor Overview

- Scripting for CVP

Unified CCE Inbound Agent Considerations:

- CTI Options Overview

- Configuring ICM for Agent Functionality

- Configuring UCM for Agent Functionality

- Scripting ICM for Agent Functionality

Unified CCE IVR/VRU Functionality:

- Basic IVR Scripting with Microapps

- ICM Microapps

- Cisco Unified ICM Enterprise Scripting Using Microapplications

Additional UCCE Considerations:

- ICM Considerations for Reporting and Monitoring

- Precision Routing

- RONA

VXML Implementation:

- Basic VXML Functionality

- Installing and Configuring VXML

Cisco Unified Intelligence Center Reporting:

- Cisco Unified IC Overview

- Cisco CUIC Reporting