Associated Certifications
Unified Contact Center (UCCES, UCCED, UCCEI)
Required Exam(s)
642-241, 642-242, 642-243
Instructorctclc admin
TypeOnsite Course
Duration
5 Days
Methods of Delivery
ILT, WEBEX, VIRTUAL
Price$3795.00
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The Administering Cisco Unified Contact Center Enterprise Part 1 is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with Day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course describes 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.

Course Objectives

Who Should Attend

Course Outline

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Upon completing this course, the student will be able to meet these 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.
  • Identify how to successfully deploy the CVP VXML component in a Unified CCEsolution.
  • Generate basic reports using Cisco Unified IC.

The primary audience for this course is as follows:

  • Channel Partner/Reseller
  • Customer
  • Employee

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
Module 2: UCCE Configuration and Scripting
Module 3: Unified CCE Inbound Agent Considerations
Module 4: Unified CCE IVR / VRU Functionality
Module 5: Additional UCCE Considerations
Module 6: VXML Implementation
Module 7: Cisco Unified Intelligence Center Reporting