NetCom Learning

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

Cisco Unified Contact Center Enterprise Advanced Administration v11.5 - UCCE-AA Course Description

Duration: 5.00 days (40 hours)

Cisco Career Guide

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

Next Class Dates

Jan 15, 2018 – Jan 19, 2018
9:00 AM – 5:00 PM CT
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
Feb 12, 2018 – Feb 16, 2018
9:00 AM – 5:00 PM CT
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
Mar 12, 2018 – Mar 16, 2018
9:00 AM – 5:00 PM CT
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
Apr 9, 2018 – Apr 13, 2018
9:00 AM – 5:00 PM CT
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018

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Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this Cisco Unified Contact Center Enterprise Advanced Administration v11.5 - UCCE-AA Course

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

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Course Prerequisites for Cisco Unified Contact Center Enterprise Advanced Administration v11.5 - UCCE-AA

  • » Windows (preferred), Mac and Linux operating systems supported
  • » Access to the internet with speeds greater than 1 Mbps
  • » 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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Cisco Unified Contact Center Enterprise Advanced Administration v11.5 - UCCE-AA 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

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Cisco Unified Contact Center Enterprise Advanced Administration v11.5 - UCCE-AA Course Outline

      1. Cisco Unified Contact Center Enterprise Overview
        1. Presenting Cisco Unified Contact Center Enterprise
          1. Cisco Unified CCE Solutions
          2. New/Deprecated Features and Enhancements
          3. Cisco Unified CCE Reference Designs
          4. Cisco Unified CCE Reference Design Specifications
          5. Cisco Unified CCE Core Components
          6. Optional Cisco Components
          7. Optional Third-Party Components
          8. Cisco Unified CCE Solution Integrated Features
          9. Solution Administration
          10. Compatibility
        2. Cisco Unified CCE Core Components
          1. Cisco Unified Communications Manager
          2. Cisco Unified CCE/ICM
          3. Cisco Unified CVP
        3. Cisco Unified CCE Options
          1. Optional Cisco Unified CCE Components
          2. Cisco Unified CCE Third-Party Components
          3. Cisco Unified CCE Integrated Features
          4. Solution Administration
        4. Basic Call Flow Models
          1. Call Flow Types
          2. Traditional ICM Pre-route
          3. Traditional ICM Post-route
          4. Cisco Unified CCE Call Flow
          5. Traditional ICM Translation Routing
          6. Translation Route to VRU
      2. Implementing Business Rules
        1. Advanced Scripting and Routing
          1. Importing and Exporting ICM Scripts
          2. Script Explorer
          3. Script Locks
          4. Select Customer
          5. Find Node ID
          6. Script Real-time
          7. Script Queue Real-time
          8. Reporting
          9. Area Code Routing
          10. Route Select Node
          11. Congestion Control
          12. Supervisor/Emergency Assistance Scripting
        2. ICM Scripting Variables, Expressions, Formulas and Functions
          1. Review ICM Variables
          2. Formula Editor
          3. Built-in Functions
          4. Custom Functions
        3. Silent Monitoring and Recording
          1. Network-based Recording
          2. Phone-based Recording
        4. Advanced CVP Configurations
          1. Configuring CVP Components
          2. CVP Outbound Messaging
          3. Uploading Scripts and Media
      3. Using Finesse Administration
        1. Finesse Overview
          1. Define Finesse
          2. Finesse Architecture
          3. Finesse Gadgets
        2. Finesse Administration
          1. The Administration Interface
          2. Agent Request API’s
          3. Settings
          4. Call Variables Layouts
          5. Desktop Layout
          6. Phone Books
          7. Reasons
          8. Team Resources
          9. Workflows
        3. Finesse IP Phone Agent
          1. Define IP Phone Agent
          2. Configuring IP Phone Agent
      4. Using CVP VoiceXML Applications
        1. Basic VoiceXML Functionality
          1. Describe VoiceXML Applications
          2. Configuring for VoiceXML
        2. Using Call Studio
          1. Describe the Call Studio Environment
          2. Describe Elements and How to Configure Them
          3. Using Tag Substitution
          4. Starting a New Project
          5. Importing an Existing Project
          6. Validating and Saving a Project
          7. Deploying a Project as an Application
          8. Admin and Project Batch Files
        3. ICM Scripting for VoiceXML Applications
          1. Invoking a VoiceXML Application
          2. ECC Variable Settings for VoiceXML Applications
          3. Passing Information To/From a VoiceXML Application
        4. Accessing an External Database
          1. Overview of Database Access
          2. Adding a JDBC Driver
          3. Configuring the JNDI Context Information
          4. Using the Database Element in Call Studio
          5. Returning the Information to ICM
      5. Translation Routing
        1. Traditional Translation Routing
          1. Translation Routing Concepts
          2. Translation Routing Requirements
          3. Translation Routing Call Flow
        2. Translation Routing to CVP
          1. Translation Routing Requirements
          2. Translation Routing Call Flow
          3. Translation Routing Configurations
      6. Configuring Cisco Unified CCE Options
        1. Cisco Outbound Option
          1. Define Outbound Option
          2. Outbound Components
          3. Configuring an Agent-Based Campaign
          4. Configuring an IVR-Based Campaign
        2. Courtesy Callback
          1. Define Courtesy Callback
          2. Components of Courtesy Callback
          3. Call Flow
          4. Courtesy Callback Configurations
          5. ICM Scripting for Courtesy Callback
        3. Agent Greeting/Whisper Announcements
          1. Define Agent Greeting and Whisper Announcements
          2. Creating Agent Greetings
          3. Creating Whisper Announcements
          4. Invoking Agent Greeting/Whisper Announcements
        4. Mobile Agent
          1. Describe Mobile Agent
          2. Mobile Agent Call Modes
          3. Mobile Agent Requirements
          4. Mobile Agent Configurations
      7. CUIC Reporting for the Advanced User
        1. CUIC Overview
          1. Review CUIC basics
        2. CUIC Administration
          1. User Management
          2. Device Management
          3. Control Center
          4. Report Scheduler Email Settings
          5. CCE User Integration
        3. Importing and Using CVP Reports
          1. Find and Import CVP Stock Reports
          2. Run CVP Stock Reports
          3. Setting Up Gateway and Trunk Group Reporting
        4. Custom Reporting
          1. Custom Reporting Requirements and Key Concepts
          2. Using Value Lists and Collections
          3. Understanding Report Definitions
          4. Creating a Report Definition
          5. Creating a New Report
          6. Call Detail Reporting

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Do you have the right background for Cisco Unified Contact Center Enterprise Advanced Administration v11.5 - UCCE-AA?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

David M.
- Networking expert with several Cisco certifications, including CCENT, CCNA, CCDA, CCSI, and CCVP. - Has taught over 90 courses at NetCom Learning. - Average rating of 8.75 out of 9 on student evaluation reports.

Bio:

David has been in the Networking field for the past eleven years and holds several Cisco certifications. He has been an instructor since 2005 and has taught over 90 courses at NetCom Learning.

David is an extremely enthusiastic trainer with a raw passion towards teaching and delivering Cisco information and takes great pride in his career as an instructor, which has lead him to develop and deliver the class in his own unique way; very professional and knowledgeable, yet pleasant and enjoyable. His classes have a high passing rate for students taking certification exams, and averages 8.75 out of 9 on evaluation reports.
Michael G.
- Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer.
- An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses.
- High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning.

Bio:

Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses.

Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.
William D.
- Bachelors and Masters in Mathematics from University of Pennsylvania, in addition to several IT certifications.
- Over 20 years of experience in the IT industry; background ranges from engineering, administration and escalation support in networks.

Bio:

William is a highly-skilled IT professional with Bachelors and Masters Degree in Mathematics from University of Pennsylvania. He has been working in the IT industry for over 20 years, with experience in engineering, administration and escalation support in networks ranging from small to large scale complex enterprise environments.

As a Cisco and CompTIA Subject Matter Expert, he holds several certifications, including Cisco CCNA, CCNP, and CCIE. William is one of NetCom's top trainers, consistently scoring high marks in student evaluations.

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Recent Client Testimonials & Reviews

Very knowledgeable instructor. True subject matter expert.

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Good Training company with whom we have a history.

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