Cisco Unified Contact Center Enterprise v10 Foundations:
- Introducing UCCE
- Unified CCE Architecture and Components
- UCCE Terms, Routing and Additional Components
- Accessing UCCE Tools
Preparing UCCE for Basic IVR Scripting:
- UCCE Protocols and Call Flows
- Using Domain Manager
- Introducing the Unified CCE Main Installer
- Central Controller Installation
- Installing Admin Data Servers and Clients
- Configuring ICM for CVP
- Configuring CVP for UCCE
- UCCE Voice Gateway Internetworking Considerations
- Basic IVR Scripting with Microapps
Preparing UCCE for Basic Agent Functionality:
- Configure UCM to Support UCCE
- Installing UCCE CTI Software
- UCCE Configuration and Scripting for Additional Agent and IVR Functionality
- Enabling Transfers and RONA
Installing and Configuring CCE VXML Solution:
- Basic VXML Functionality
- Installing and Configuring VXML Solution
- Exploring Courtesy Callback
Installing CCE Outbound Option:
- Introduction to Outbound Option
- Outbound Option Installation and Configuration
- Configuring Outbound Option for Agent and IVR Campaigns
Supporting CCE:
- ICM Processes
- Diagnostic Framework Suite
- UCCE Support
- Service Assurance