Administering Cisco Unified Contact Center Enterprise Part 1

Course Code:

5 days
8.30am to 5.30pm
80 Jurong East Street 21 #04-04
Devan Nair Institute
Singapore 609607
Course Fees:
S$5,950(excl of G.S.T)
2019 Course Dates
None of the published dates will work for you? Speak to our training consultants for a private tuition arrangement or a closed door training.

Course Overview

The Administering Cisco Unified Contact centre Enterprise Part 1 is a 5-day instructor-led course presented by training partners to system engineers and customers who will be involved with Day 2 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. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.

Program Objectives

• 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 micro apps

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

• Identify how to successfully deploy the CVP VXML component in a Unified CCE solution

• Generate basic reports using Cisco Unified IC

Course Outline

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

Module 2: UCCE Configuration and Scripting

Module 3: Unified CCE Inbound Agent Considerations

Module 4: Unified CCE IVR / VRU Functionality

Module 5: Additional UCCE Considerations

Module 6: VXML Implementation

Module 7: Cisco Unified Intelligence Center Reporting

Click Here for full course outline

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