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AUCCE 1 - Administering Unified Contact Center Enterprise Part 1 (AUCCE 1)

Sunset Learning Institute
Training overview
5 days
English
Classroom / Public

Course description

AUCCE 1 - Administering Unified Contact Center Enterprise Part 1 (AUCCE 1)

Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1) is a 5 day instructor-led course intended for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment.   

AUCCE Part 1 course gives the learner an understanding of 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. 

The overall goal of this course is to build an effective administrator of the solution by exposing the technical requirements of the solution and utilizing the solution tools for effective operation.  The learner will be exposed to CCE (ICM) and VXML scripting in this course to ensure basic competence with the solution.  For advanced scripting topics, refer to the AUCCE Part 2 or the CVPD course.

Who should attend?

The primary audience for this course is as follows: 

  • Cisco Unified Communications system channel partners and resellers responsible for the Sales, Implementation or Support of a UCCE solution  Day 1 and Day 2 support personnel responsible for the daily add/move/change of the UCCE environment   

The secondary audience for this course is as follows: 

  • Managers
  • Team-leads
  • Business liaison personnel
  • Anyone who needs to be remotely involved in the UCCE solution and have a better overall understanding of its function.

Training Content

Module 1: 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

Module 2: UCCE Configuration and Scripting 

  • Lesson 1: Configuration Manager 
  • Lesson 2: ICM Script Editor Overview
  • Lesson 3: Scripting for CVP

Module 3: CCE Inbound Agent Considerations

  • Lesson 1: CTI Options Overview
  • Lesson 2: Configure ICM for Agent Functionality
  • Lesson 3: Configure UCM for Agent Functionality 
  • Lesson 4: Scripting ICM for Agent Functionality

Module 4: Unified CCE IVR/VRU Functionality

  • Lesson 1: Basic IVR Scripting with Microapps
  • Lesson 2: ICM Microapps
  • Lesson 3: ICM Scripting Using Microapps

Module 5: Additional UCCE Considerations

  • Lesson 1: ICM Considerations for Reporting and Monitoring
  • Lesson 2: Precision Routing
  • Lesson 3: RONA

Module 6: External VXML Implementation

  • Lesson 1: Basic VXML Functionality
  • Lesson 2: Installing and Configuring VXML

Module 7: Cisco Unified Intelligence Center (CUIC) Reporting

  • Lesson 1: CUIC Overview
  • Lesson 2: CUIC Reporting

About SLI

Sunset Learning Institute

Sunset Learning Institute

Sunset Learning Institute is an authorized training center, helping our customers optimize their technology investments by providing convenient, high quality technical training that they can rely on. We empower students to master their desired technologies for their unique environments. What...


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Sunset Learning Institute


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www.sunsetlearning.com


Reviews

Average rating 5

Based on 2 reviews

Brandon Howard
(5)
This was by far the best class I've ever taken in terms of useful information and understanding the technology afterward. Some of that is  credit to the course layout, but mostly great instruction. Bruce was able to explain things in an easily understood manner.
Tim Weeks
(5)
Excellent class with significant hands on time to re­enforce reviewed material and practice configuring.
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Training reviews
Course rating
(5.0)
Based on 2 reviews

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