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Cisco Unified Contact Center Enterprise Specialist > AUCCE Part 1 Training
AUCCE Part 1 Training
About This IT Training:
|
| Exam Number: |
600-460 |
| Exam Name: |
Administering Unified Contact Center Enterprise with CVP, Part 2 |
| Certifications: |
Cisco Unified Contact Center Enterprise Specialist |
| Single-User License |
|
Administering Unified Contact Center Enterprise (AUCCE) with CVP Part 1 Training
Administering Cisco Unified
Contact Center Enterprise Part 1 (AUCCE Part 1) is a five-day
instructor-led course intended for system engineers and customers who
will be involved with day two support of a Unified Contact Center
Enterprise (UCCE) solution deployed in a Customer Voice Portal (CVP)
comprehensive environment.The 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. This course also serves as a good stepping-stone for the
corresponding AUCCE Part 2 course, and should be considered as a
prerequisite before taking Part 2. 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 Contact Center
Enterprise (CCE), Intelligent Contact Management (ICM) and Voice
Extensible Markup Language (VXML) scripting in this course to ensure
basic competence with the
solution.
What's
Included
- Comprehensive study materials and
official Cisco courseware
- Remote lab
access
Boson Training Class
Guarantee
All of our Cisco and Microsoft courses
come with our
Boson
Training Class Guarantee, which means if you don't pass, you
can attend the class again for no charge.
Learn
more.
Prerequisites
The
knowledge and skills that a learner should have before attending this
course are as follows:
- Basic knowledge of
networking (Windows A/D, SQL) and components (servers, routers and
switch) is helpful but not required.
- Working
knowledge of a Windows computer including a mouse and the simultaneous
use of the Alt-Tab keys is required.
- Working
knowledge of Unified Communications Manager and Voice Gateways, as
detailed in the VFCC course, would be really
helpful.
- A basic understanding of contact center
operations is helpful but not
required.
Course
Objectives
Upon completing this course, the learner will be
able to:
- Demonstrate an overall
understanding of the Cisco Unified CCE v10.x solution from a component
functional level.
- Demonstrate basic proficiency with
add/move/change of the ACD/PBX (agent/skill) environment of
UCCE.
- Demonstrate basic proficiency with
add/move/change of the Interactive Voice Response (IVR)
(prompt/collect/queue) environment of UCCE including both MicroApp and
VXML solution scripting (ICM Scripting and Call Studio
scripting).
- Configure a Supervisor to enable Cisco
Unified Intelligence Center (CUIC) Reporting functionality including
running stock reports and creating
dashboards.
Course
Outline
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
Labs
- Lab
1-1: Check out the Lab Environment
- Lab 1-2: Explore
Voice Gateway
- Lab 1-3: Explore CVP and ICM
Servers
- Lab 2-1: Tools and Utilities for
Administering ICM Dialed Numbers and Call Types
- Lab
2-2: Prepare a simple Label Script
- Lab 2-3: Using
ICM Tools for ICM Scripts
- Lab 3-1: Configure ICM for
Agent Functionality
- Lab 3-2: Configure UCM for
Agent Functionality
- Lab 3-3: Install
Agent/Supervisor Desktop and test login
- Lab 3-4:
Basic Skill Group functionality in an ICM Script
- Lab
4-1: Media Files and Variables in ICM Scripts
- Lab
4-2: Basic IVR Scripting with MicroApps
- Lab 5-1:
Configuring CCE for Monitoring and Reporting
- Lab
5-2: Configuring and using Precision Queues
- Lab 5-3:
RONA
- Lab 5-4: Implement Administrative
Scripts
- Lab 5-5: Configure Calls Using SIP with
Proxy
- Lab 5-6: CTI Route Points for UCCE Calls and
Transfers
- Lab 5-7: CCMP
- Lab 6-1:
VXML Server Configuration and Call Studio
Installation
- Lab 6-2: Create and Deploy a Cisco
Unified Call Studio Project
- Lab 6-3: Integrate VXML
Applications with ICM Script
- Lab 7-1: More CUIC
Reports, including a Dashboard of our favorite
reports
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CIS-TR-AUCCE01-01