Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0 - AUCCE1 (Collaboration)

Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0 - AUCCE1 (Collaboration) Course Description

Duration: 5.00 days (40 hours)

Price: $4,195.00

Cisco Career Guide

Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1) course is intended for system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. You will learn the requirements for performing 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.

Next Class Dates

Nov 27, 2017 – Dec 1, 2017
9:00 AM – 5:00 PM CT

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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 Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0 - AUCCE1 (Collaboration) Course

  • » The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles.
  • » Day 1 and Day 2 support personnel.
  • » The secondary audience for this course is Managers overseeing UCCE deployments

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Course Prerequisites for Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0 - AUCCE1 (Collaboration)

  • » Basic knowledge of Microsoft software such as, Windows Active Directory, Windows Server, SQL Server and other Microsoft client operating systems is helpful but not required
  • » Basic knowledge of Cisco networking components such as routers and switches is helpful
  • » Working knowledge of Unified Communications Manager and Voice Gateways
  • » Basic understanding of contact center operations

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Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0 - AUCCE1 (Collaboration) Course Objectives

  • » Identify the basic components and operations of the Unified CCE solution
  • » Configure and script a basic UCCE CVP deployment
  • » Perform the ICM configuration tasks required to support basic agent functionality
  • » Build and test a basic ICM script utilizing microapps
  • » Configure and script UCCE to support reporting requirements, precision queuing and RONA
  • » Deploy the CVP VXML component in a Unified CCE solution successfully
  • » Generate basic reports using Cisco Unified IC

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Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0 - AUCCE1 (Collaboration) Course Outline

      1. Course Introduction
        1. Overview
          1. Learner Prerequisite Skills and Knowledge
        2. Course Goal and Objectives
        3. Course Flow
        4. Additional References
        5. Your Training Curriculum
      2. Cisco Unified Contact Center Enterprise v10 Foundations
        1. Introducing UCCE
          1. Unified CCE Overview
          2. Attributes of Cisco Unified CCE
          3. Cisco Unified CCE Components
          4. Unified CCE Naming Conventions
          5. Cisco Unified CCE Options
          6. Agent Desktop Options
          7. Whats New
        2. Unified CCE Components and Architecture
          1. Unified CCE Architecture and Components
          2. PSTN and Voice Gateways
          3. Cisco Unified Communications Manager (Unified CM)
          4. Agent Phones and Features
          5. Cisco Unified Intelligent Contact Management (ICM)
          6. Cisco Voice Portal (CVP)
          7. What is VXML?
          8. Features of Unified CVP
        3. UCCE Terms, Routing and Additional Components
          1. Unified CCE Terms
          2. Unified CCE Call Flow Types
          3. Additional Unified CCE Components
          4. CCMP
          5. Cisco Unified Intelligence Center
          6. Geographic Dependencies/CCE Networks
          7. Packaged CCE
        4. Accessing UCCE Tools
          1. Accessing UCM
          2. Accessing ICM
          3. Accessing CVP
          4. Accessing Voice Gateways
          5. Accessing Contact Center Management Portal (CCMP)
      3. UCCE Configuration and Scripting
        1. Configuration Manager
          1. Configuration Manager Overview
          2. Tools Menu
          3. Configure ICM Menu
          4. Step by Step Menu
          5. Outbound Option Menu
        2. Script Editor Overview
          1. Script Editor Overview
          2. Using Script Editor Nodes
          3. Understanding Variables
          4. ICM Queuing Nodes
          5. Scheduling Scripts
        3. Scripting for CVP
          1. Scripting for CVP
          2. Microapplications
          3. ECC Variables
          4. Audio Files
      4. Unified CCE Inbound Agent Considerations
        1. CTI Options Overview
          1. CTI Server
          2. CTI Desktop Options
          3. Finesse
          4. Finesse Desktop
          5. CTI OS Server
          6. CTI OS Client
          7. Cisco Agent Desktop
          8. Solutions Plus
          9. CTI Design Consideration
        2. Configuring ICM for Agent Functionality
          1. ICM as the ACD
          2. Configuration Manager
          3. Agent Desk Settings
          4. Skill Group Explorer
          5. Agent Explorer
          6. Agent Targeting Rule
          7. Agent Login
        3. Configuring UCM for Agent Functionality
          1. Configuring UCM for Agent Functionality
          2. Unified CM Application User
          3. Configuring Agent IP Phones for Unified CCE
          4. Review Partitions and Calling Search Spaces
        4. Scripting ICM for Agent Functionality
          1. ICM Enterprise Initial Logic
          2. Cisco Unified ICM Enterprise Scripting to Support Agent Functionality
          3. Save and Schedule Script
          4. Testing your Script
          5. Agent Login
      5. Unified CCE IVR/VRU Functionality
        1. Basic IVR Scripting with Microapps
          1. UCCE Script Editors
          2. Microapps and ECC Variables
          3. Media Server and Files
          4. Gateway Considerations
        2. ICM Microapps
          1. Play Media
          2. Get Digits
          3. Play Data
          4. Menu
          5. Get Speech
          6. Capture
        3. Cisco Unified ICM Enterprise Scripting Using Microapplications
          1. ICM Configuration Steps
          2. Building a UCCE Script Using Microapps
      6. Additional UCCE Considerations
        1. ICM Considerations for Reporting and Monitoring
          1. Reporting Touch Points
          2. Reporting Objects
        2. Precision Routing
          1. Precision Routing Overview
          2. CCE Precision Routing Review and Scenario
          3. Traditional Skills Based Routing to Solve Scenario
          4. CCE Web Administration Overview
          5. Agents and Attributes
          6. Precision Queues
          7. CCE Scripting for PQs
        3. RONA
          1. RONA
      7. VXML Implementation
        1. Basic VXML Functionality
          1. What is VXML?
          2. Cisco Unified CVP VXML Solution
        2. Installing and Configuring VXML
          1. Cisco Unified CVP VXML Server Configuration
          2. Cisco Unified Call Studio Project Configuration
          3. Project Deployment and Server Maintenance Tasks
          4. ICM Considerations for VXML Application Support
      8. Cisco Unified Intelligence Center Reporting
        1. Cisco Unified IC Overview
          1. CUIC Features and Benefits
          2. Deployment Models
          3. CUIC Databases
          4. Personalizing Reports
          5. Additional Features
        2. Cisco CUIC Reporting
          1. Navigating CUIC
          2. Running CUIC Stock Reports
          3. CUIC Dashboards
      9. Lab's
        1. Setting up your VPN and SIP phone
        2. Configuring Cisco Unified Communications Manager
        3. Explore CVP and ICM Servers
        4. Tools and Utilities for Administering ICM Dialed Numbers and Call Types
        5. Prepare a Simple Script
        6. Use ICM Tools for ICM Scripts
        7. Configure ICM for Basic Agent and Skill Group Functionality
        8. Configure CUCM for Agent Functionality
        9. Install CTIOS Agent Desktop
        10. Testing Basic Skill Group functionality in an ICM Script
        11. Media Files and Variables in ICM Scripting
        12. Basic IVR Scripting with MicroApps
        13. Configure CCE for Monitoring and Reporting
        14. Configuring Precision Routing
        15. Configuring Ring No Answer (RONA)
        16. Implement Administrative Scripts
        17. CTI Route Point Initiated Calls
        18. VXML Server Configuration and Call Studio Installation
        19. Create and Deploy a Cisco Unified Call Studio Project
        20. Integrate VXML Applications with an ICM Script
        21. CUIC Reports and Dashboards

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Next Steps after taking this Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0 - AUCCE1 (Collaboration) Course:

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Do you have the right background for Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0 - AUCCE1 (Collaboration)?

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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Very knowledgeable instructor. True subject matter expert.

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