Administering Cisco Unified Contact Center Enterprise Part 2 v2.0

This is a 5 day instructor-led course for system engineers and customers who will be involved with "Day2" support of a UCCE solution deployed in a CVP comprehensive environment.

This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment.

This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support.

Attendees should meet the following prerequisites:

- Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course

- Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful

After attending 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

- Implement business rules as they apply to scripting and routing in Unified CM

- Install a basic CCE VXML Solution

- Install, configure and run a CCE Outbound Option Campaign

- Describe how to support CCE

Individuals involved in the advanced administration and support of a UCCE environment.

Cisco Unified Contact Center Enterprise v10 Foundations:

Lesson 1: Introducing UCCE

Lesson 2: Unified CCE Architecture and Components

Lesson 3: UCCE Terms, Routing and Additional Components

Lesson 4: Accessing UCCE Tools

CCE Configuration and Scripting Review:

Lesson 1: Configuration Manager and Script Editor Review

Lesson 2: CTI Review

Lesson 3: Agent Skill Review

Lesson 4: Microapps and Media File Review

Lesson 5: Precision Routing Review

Lesson 6: Transfers and RONA Review

Lesson 7: Mobile Agents

Implementing Business Rules:

Lesson 1: Advanced Scripting and Routing

Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions

Lesson 3: Creating an Administrative Script for Time of Day Routing

Lesson 4: Creating Feature Control Sets and Users

Lesson 5: Silent Monitoring and Recording

CCE VXML Solution:

Lesson 1: Basic VXML Functionality

Lesson 2: Installing and Configuring VXML Solution

Lesson 3: Basic VXML SQL Database Lookup

Lesson 4: Exploring Courtesy Callback

Lesson 5: Agent Greeting

UCCE Outbound Option:

Lesson 1: Outbound Option

Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

CCE Support Considerations:

Lesson 1: Supporting UCCE

Lesson 2: Diagnostic Framework Suite

Lesson 3: UCCE Support

Lesson 4: Tracking an Agent Call Through the Database