Course Code: AUCCE2

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Cisco : Administering Cisco Unified Contact Center Enterprise Part 2 v2.0


Velisa Africa is the official Global Knowledge partner in Sub-Saharan Africa. Course details : http://www.globalknowledge.ae/courses/cisco/collaboration/aucce2.html

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

Pre-Requisites

Attendees should meet the following prerequisites:

  • Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course
  • Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful

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
  • 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

After attending this course you should be able to: Identify the basic components and operations of the Unified CCE solution

  • Configure and script a basic UCCE CVP deployment
  • Implement business rules as they apply to scripting and routing in Unified CM
  • Install a basic CCE VXML Solution
  • Install, configure and run a CCE Outbound Option Campaign
  • Describe how to support CCE

This course is designed for:

  • Individuals involved in the advanced administration and support of a UCCE environment

Recommended preparation for:

  • 642-241 - Unified Contact Center Enterprise Design Exam
  • 642-242 - Unified Contact Center Enterprise Implementation
  • 642-243 - Unified Contact Center Enterprise Support

Delegates looking to take these exams will also need to have studied the AUCCE1 and DUCCE courses

The following courses are recommended for engineers involved in the deployment of a UCCE environment

  • DUCCE - Deploying Cisco Unified Contact Center Enterprise
  • DUIC - Deploying Cisco Unified Intelligence Center