Cisco Administering Cisco Unified Contact Center Enterprise Part 1 v2.0 (AUCCE1)
The Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1) v2.0 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.
Course Objectives
Course 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 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. Generate basic reports using Cisco Unified IC.
Agenda
- 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
FREE
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Course Type: Instructor Led