Upon completing this course, the learner will be able to meet these overall objectives:

• • Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options. • Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop. • Understand requirements and configurations to implement IVR activity in Cisco Unified CVP. • Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager and routing in a ring
• no
• answer condition. • Understand basic concepts and terms to access, view, modify reports and use other reporting functions provided by Cisco Unified Intelligence Center.