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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Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) 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 gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound / outbound UCCE environment. This course is intended for those performing
advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.

Course Objectives

Who Should Attend

Course Outline

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Upon completing this course, the student will be able to meet these objectives:

  • Demonstrate advanced proficiency with add / move / change of the ACD / PBX (agent / skill) environment of UCCE.
  • Demonstrate advanced proficiency with add / move / change of the IVR (prompt / collect) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting).
  • Demonstrate effective use of system tools to track and troubleshoot a call within a call flow.

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers
  • Day 3 support personnel responsible advanced administration and support of the
    UCCE environment

Module 1: Cisco Unified Contact Center Enterprise v10 Overview
Module 2: CCE Configuring and Scripting
Module 3: CCE (ICM) Advanced Scripting
Module 4: Advanced VXML Functionality
Module 5: Supporting CCE