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Fast Track : Administering and Deploying Cisco Unified Contact Center Enterprise v8.0, 10 days

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

This ten-day instructor-led UCCEFT 8.0 course is a combination of three courses: AUCCE, DUCCE and DUIC. This course is aimed at system engineers and customers involved in day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) and the Cisco Unified Intelligence Center (CUIC) product. The first and second part of this course will give you an understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will accomplish this by installing and configuring the Cisco Unified CCE software, use the ICM routing software to route calls from Cisco Unified IP IVR and Cisco Unified Communications Manager. You will gain an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting options. The Unified CCE software will be installed and Unified CCE troubleshooting tools explored. Additionally, you will install and configure the Cisco Outbound Option and use various ICM utilities to aid you in locating configuration errors. The third part of this course covers the Cisco Unified Intelligence Center 8.0 which is a comprehensive, end-to-end reporting solution, designed to make the task of creating reports and managing disparate data sources easier on the customer and, at the same time, present a consistent user interface and a common tool to access the varied data across multiple Cisco product families.

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Key features

  • Live instructor-led course with 60 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?

Module 1 Presenting Cisco Unified Contact Center Enterprise

Define Cisco Unified Contact Center Enterprise
List the benefits of using Cisco Unified CCE to include carrier class reliability, scalability, and normalized reporting across multiple ACD platforms using WebView or Cisco Unified Intelligence Center
Describe the options of Cisco Unified CCE including Cisco Outbound Option, Cisco Interaction Manager, Customer
Voice Portal, Agent Desktop options, CRM connectors, and Remote Silent Monitoring
Describe the fundamental properties of PPDIOO
Module 2 Call Routing Options

Describe carrier-based call routing in a multi-site contact center environment
Describe the operation of a private contact center network
Describe a basic carrier-based Cisco Unified CCE call flow using the Intelligent Contact Management software application
Discuss the benefits of using Cisco Unified CCE for call-by-call routing in a multisite environment
Module 3 Components of Cisco Unified Contact Center Enterprise

List the components of an ICM system and explain the role of each
Discuss the ICM database architecture
Define the most commonly used terms in the ICM application
Module 4 Intelligent Contact Management Routing Techniques

Describe an ICM pre-route call flow
Describe an ICM post-route call flow
Module 5 Configuring Cisco Unified Contact Center Enterprise

Describe the basic architecture and deployment model of Cisco Unified CCE
Describe the parent/child deployment model for Cisco Unified CCE
Describe pre-route and post-route call flows for Cisco Unified CCE
Module 6 Integrating Cisco Unified Communications Manager

Define and describe Cisco Unified Communications Manager
Define various terms associated with Cisco Unified Communications Manager that are used in Cisco Unified CCE
Describe how to configure basic Cisco Unified Communications Manager objects such as phones, user accounts, and route points
Describe the application user account and its purpose in Cisco Unified CCE integration
Module 7 Integrating Cisco Unified IP IVR

Define Cisco Unified IP IVR and its features
Describe Cisco Unified IP IVR Script Editor and the basic properties of managing a script
Describe the configuration requirements for integrating Cisco Unified IP IVR with Cisco Unified Communications Manager and the ICM software
Describe the call control processes required to establish a call on Cisco Unified IP IVR from a post-route point of view
Module 8 Cisco Unified Customer Voice Portal

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Define and describe Cisco Unified CVP
Describe the components of Cisco Unified CVP
Describe a basic call flow to establish a call to Cisco Unified CVP
Module 9 Cisco Unified CCE Configurations

List and define the various programs in the Administration and Data Server
Describe the Configuration Manager and how to use it to create database objects
Configure a network VRU
Configure Agent Desk settings
Configure a Call Manager PG and peripheral with an additional VRU peripheral
Configure network trunk groups and trunk groups
Configure services, skill groups, and agents
Configure agent teams and supervisors
Configure routes
Configure device targets and labels
Configure dialed numbers and call types
Configure network VRU scripts
Module 10 Agent Desktop Options

Provide an overview of Cisco CTI server
Describe the CTI OS Toolkit and Software Development Kit
Describe Cisco Agent Desktop
Describe CRM connectors
Module 11 Using the Cisco Unified CCE Script Editor

Describe Script Editor and its features
Describe Script Editor nodes
Describe how to validate a script
Describe how to save and schedule a routing script
Describe the Call Tracer utility
Test a routing script
Module 12 Creating Feature Control Sets and Users

Define and create a feature control set
Add Cisco Unified CCE users with various levels of access
Assign a feature control set to a Cisco Unified CCE user
Demonstrate the permissions assigned to users
Use Quick Edit
Install and use Internet Script Editor
Module 13 Using Script Editor Utilities

 

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