Cisco Unified Contact Center Enterprise Advanced Administration v11.5

Session Detail:    Virtual 5 Day

Session Detail:

UCCE-AA – Cisco Unified Contact Center Enterprise Advanced Administration v11.5 is a 5-day instructor-led course that prepares 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. Finally, the student will learn about advanced reporting topics such as advanced administration, importing reports, and custom reporting.

About this Course

  • 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 as well as 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.

Audience Profile

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

Prerequisites

  • 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.

Session Outline

Class Outline

Module 1. Cisco Unified Contact Center Enterprise Overview

    Lesson 1: Presenting Cisco Unified Contact Center Enterprise
    Lesson 2: Cisco Unified CCE Core Components
    Lesson 3: Cisco Unified CCE Options
    Lesson 4: Basic Call Flow Models

Module 2. Implementing Business Rules

    Lesson 1: Advanced Scripting and Routing
    Lesson 2: ICM Scripting Variables, Expressions, Formulas, and Functions
    Lesson 3: Silent Monitoring and Recording
    Lesson 4: Advanced CVP Configurations

Module 3. Using Finesse Administration

    Lesson 1: Finesse Overview
    Lesson 2: Finesse Administration
    Lesson 3: Finesse IP Phone Agent

Module 4. Using CVP VoiceXML Applications

    Lesson 1: Basic VoiceXML Functionality
    Lesson 2: Using Call Studio
    Lesson 3: ICM Scripting for VoiceXML Applications
    Lesson 4: Accessing an External Database

Module 5. Translation Routing

    Lesson 1: Traditional Translation Routing
    Lesson 2: Translation Routing to CVP

Module 6. Configuring Cisco Unified CCE Options

    Lesson 1: Cisco Outbound Option
    Lesson 2: Courtesy Callback
    Lesson 3: Agent Greeting/Whisper Announcements
    Lesson 4: Mobile Agent

Module 7. CUIC Reporting for the Advanced User

    Lesson 1: CUIC Overview
    Lesson 2: CUIC Administration
    Lesson 3: Importing and Using CVP Reports
    Lesson 4: Custom Reporting

Lab Outline

  • Lab 1-0: Setting up your VPN and Student CIPC
  • Lab 2-1: Advanced Scripting and Routing
  • Lab 2-2: Building Expressions and Custom Functions
  • Lab 3-1: Cisco Finesse Configurations
  • Lab 3-2: Implementing IP Phone Agent
  • Lab 4-1: Creating a Project in Call Studio
  • Lab 4-2: Integrate VXML Applications with ICM Scripts
  • Lab 4-3: Configure Database Lookup using Cisco Unified CVP
  • Lab 6-1: Configure an Agent-based Outbound Campaign
  • Lab 6-2: Configure a Transfer to IVR-based Outbound Campaign
  • Lab 6-3 Implement Cisco Courtesy Callback
  • Lab 6-4: Configure Agent Greeting
  • Lab 7-1: Using CUIC Administration
  • Lab 7-2: Creating a Custom Report

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Cisco Unified Contact Center Enterprise Advanced Administration v11.5

5 Day
Virtual

$4,395.00

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