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Administering Cisco Unified Contact Center Enterprise Part 2 v2.0, 5 days

Delivered at your office or a training centre, in groups or 1-2-1

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.

Check availability in your area…

Key features

  • Live instructor-led course with 30 hours of training
  • Session runs from 9.30–5pm with normal breaks included
  • Fully certified trainer
  • Get key skills and practical knowledge
  • This course is available for delivery at your office, 1-2-1 and groups – contact us
  • Course materials included
  • Recognised course certificate

What will I learn?

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

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

So glad we switched from our old provider as your courses are totally hands on, just what we needed”

Ahmed K

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

 

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Interested in this course? Get in touch...

Call:
01225 308979

Email:
info@go.courses

Find us at:
Go Courses Ltd.
Kemp House
152 - 160 City Road
London
United Kingdom
EC1V 2NX

Registered Office:
Go Courses Ltd.
10 Laura Place
Bath
United Kingdom
BA2 4BL

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