Unified Contact Center Enterprise v10 Ultimate Camp (UCCE10-uc)

Detailed Outlines

Course Outlines

1. Course Introduction

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. 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

4. 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

5. 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

6. 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

7. CCE VXML Solution

  • Basic VXML Functionality
  • Installing and Configuring VXML Solution
  • Basic VXML SQL Database Lookup
  • Exploring Courtesy Callback
  • Agent Greeting

8. Installing CCE Outbound Option

  • Introduction to Outbound Option
  • Outbound Option Installation and Configuration
  • Configuring Outbound Option for Agent and IVR Campaigns

9. Cisco Unified Intelligence Center Reporting

  • Cisco Unified IC Overview
  • Cisco CUIC Reporting

10. CCE Support Considerations

  • Supporting UCCE
  • Diagnostic Framework Suite
  • UCCE Support
  • Tracking an Agent Call Through the Database

 

Contact for more information.

Objectives and Pre-requisites

Course Objectives

 

  • Deploying the Unified CCE v10.0 solution including installation.
  • Configure and script a basic UCCE CVP deployment.
  • Deploying HA.
  • 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.
  • Identify how to successfully deploy the CVP VXML component in a Unified CCE solution.
  • Deploying Mobile Agent and Agent Greeting
  • Generate basic reports using Cisco Unified IC.
  • Using troubleshooting tools to identify issues with inbound and outbound Contact Center functionality

 

Contact for more information.

Prerequisites

The knowledge and skills you must have before attending this course are as follows:

  • Cisco CCNA┬«
  • Knowledge and skills equivalent to having attended the Cisco Voice over IP (CVOICE) course
  • Knowledge and skills equivalent to having attended the Cisco IP Telephony Part 1 (CIPT1) course
   
 
Classroom training
Duration: 10 days
Price: US$ ----
CLC: 70

 
Course Schedule:
Egypt, Cairo, Jan 2015
Dubai, Feb, 2015
Qatar, Doha, Apr 2015

 
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