AUCCE2 – Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0
Days: 5 day
Price: $3795
Course Details
This course is intended for system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. You will learn the requirements, resources, and tools required to perform complex adds, moves, and changes in the inbound/outbound UCCE environment. The AUCCE1 course or equivalent prior experience is a prerequisite for attending this course.
Course Agenda
1. Course Introduction
- Overview
- Learner Prerequisite Skills and Knowledge
- Course Goal and Objectives
- Course Flow
- Additional References
- Your Training Curriculum
2. Cisco Unified Contact Center Enterprise v10 Foundations
- Introducing UCCE
- Unified CCE Architecture and Components
- UCCE Terms, Routing and Additional Components
- Accessing UCCE Tools
3. CCE Configuration and Scripting Review
- Configuration Manager and Script Editor Review
- CTI Review
- Agent Skill Review
- Microapps and Media File Review
- Precision Routing Review
- Transfers and RONA Review
- Mobile Agents
4. Implementing Business Rules
- Advanced Scripting and Routing
- ICM Scripting Variables, Expressions, Formulas and Functions
- Creating an Administrative Script for Time of Day Routing
- Creating Feature Control Sets and Users
- Silent Monitoring and Recording
5. CCE VXML Solution
- Basic VXML Functionality
- Installing and Configuring VXML Solution
- Basic VXML SQL Database Lookup
- Exploring Courtesy Callback
- Agent Greeting
6. UCCE Outbound Option
- Outbound Option
- Configuring Outbound Option for Agent and IVR Campaigns
7. CCE Support Considerations
- Supporting UCCE
- Diagnostic Framework Suite
- UCCE Support
- Tracking an Agent Call Through the Database
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