Cisco Unified Contact Center Enterprise Advanced Administration (UCCE-AA v11.5)

Price
$4,395.00
Duration
 5 Days
Delivery Methods
 VILT    Private Group
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Cisco Unified Contact Center Enterprise Advanced Administration (UCCE-AA) is a 5-day instructor-led course that helps prepare learners to implement more advanced functions and options in the Cisco Unified CCE environment. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco Finesse Administration, using VoiceXML applications, accessing an external database, and translation routing. This course will also provide students with the capability of implementing Cisco Options such as the Cisco Outbound Option, Courtesy Callback, and Agent Greetings and Whisper announcements. And finally, the student will learn about advanced reporting topics such as advanced administration, importing reports, and custom reporting.

 

Upcoming Class Dates and Times

This class is not currently scheduled.
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Who Should Attend

  • Cisco Unified Communications system channel partners and resellers.
  • System and technical support engineers.
  • Customers who are deploying and maintaining Cisco Unified CCE solution products.

Course Objectives

  • Understand CCE solutions, architecture, solution options, deployment models, integrated features and call flow options.
  • Apply advanced scripting principles using the expression editor and custom functions and implement silent monitoring and recording.
  • Understand Cisco Finesse administration and how to set up reason/wrap-up codes, desktop layout, custom variables, and workflow applications and implement Finesse IP Phone Agent.
  • Understand and implement VoiceXML applications and configure access to an external database via the VXML Server.
  • Understand the concepts behind translation routing to include when, why, and how to implement translation routing in a Cisco Unified CCE or traditional ICM environment.
  • Implement Cisco Unified CCE Options including Cisco Outbound dialing, Courtesy Callback, Agent Greeting/Whisper announcements, and Mobile Agent.
  • Understand advanced CUIC reporting concepts including administration, importing reports, and custom reporting.

Agenda

1 - Cisco Unified Contact Center Enterprise Overview
  • Presenting Cisco Unified Contact Center Enterprise
  • Cisco Unified CCE Core Components
  • Cisco Unified CCE Options
  • Basic Call Flow Models
2 - Implementing Business Rules
  • Advanced Scripting and Routing
  • ICM Scripting Variables, Expressions, Formulas and Functions
  • Silent Monitoring and Recording
  • Advanced CVP Configurations
3 - Using Finesse Administration
  • Finesse Overview
  • Finesse Administration
  • Finesse IP Phone Agent
4 - Using CVP VoiceXML Applications
  • Basic VoiceXML Functionality
  • Using Call Studio
  • ICM Scripting for VoiceXML Applications
  • Accessing an External Database
5 - Translation Routing
  • Traditional Translation Routing
  • Translation Routing to CVP
6 - Configuring Cisco Unified CCE Options
  • Cisco Outbound Option
  • Courtesy Callback
  • Agent Greeting/Whisper Announcements
  • Mobile Agent
7 - CUIC Reporting for the Advanced User
  • CUIC Overview
  • CUIC Administration
  • Importing and Using CVP Reports
  • Custom Reporting
8 - Lab Outline
  • Setting up your VPN and Student CIPC
  • Advanced Scripting and Routing
  • Building Expressions and Custom Functions
  • Cisco Finesse Configurations
  • Implementing IP Phone Agent
  • Creating a Project in Call Studio
  • Integrate VXML Applications with ICM Scripts
  • Configure Database Lookup using Cisco Unified CVP
  • Configure an Agent-based Outbound Campaign
  • Configure a Transfer to IVR-based Outbound Campaign
  • Implement Cisco Courtesy Callback
  • Configure Agent Greeting
  • Using CUIC Administration
  • Creating a Custom Report

Prerequisites

  • Working knowledge of Cisco networking and components such as routers and switches.
  • Working knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
  • Attendance in Cisco Unified CCE Administration classes (AUCCE1 or UCCE-A) or equivalent real world experience. This class will assume the student has a basic working knowledge of Cisco Unified CCE and its administration.
 

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