Cisco UCCE 10.5 Duplex Administration & Troubleshooting

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Cisco UCCE 10.5 Training - Administration With CVP 10.5

Code : 1024-05
Course Fee : Contact us for fee

Number of Days : 5 Days
Cisco Learning Credit : Not Accepted
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Overview

This 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,  resources, and tools required to perform complex adds, moves, and changes in the inbound/outbound UCCE environment. The AUCCE1 course or equivalent prior experience is a prerequisite for attending this course

All Classes - You Can Attend Online via WebEx or In Person

Why VoiceBootcamp

downloadarrow 5 Days Instructor Led Training with 24/7 Access to Lab
downloadarrow 70% Hands On - 30% Theory
downloadarrow Practice Lab with 200 hours of free UCCE Rack Rental downloadarrow Each Student Gets Dedicated POD of 2 UC Clusters
downloadarrow Complete UCCE Administration Self-Study Kit downloadarrow Small Class up to max 6 Students
downloadarrow Full Duplex Environment - 8 to 10 VM Servers downloadarrow 24/7 Access to lab during class
downloadarrow Free RETAKE Until You Pass The Lab - Even Remotely  downloadarrow Each Student install, configure and build from scratch

What You Will Learn?

  •   70% Hands on 30% Theory
  •   Integrate Cisco UCCE with CUCM 10.5
  •   Integrate Cisco UCCE with CVP 10.5
  •   Integrate Cisco UCCE with Finesse
  •   Integrate Cisco UCCE with CUIC Reporting
  •   ConfigurePrecious Routing
  •   Creating basic UCCE Scripts for full call center
  •   How to troubleshoot Cisco UCCE Solutions

Upcoming Schedules

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Cisco UCCE Training POD for Each Student

Cisco UCCE Network Diagram2


Course Outline

  • 1. CISCO UNIFIED CONTACT CENTER ENTERPRISE V10 FOUNDATIONS
    • Introducing UCCE
    • Unified CCE Components and Architecture
    • UCCE Terms, Routing and Additional Components
    • Accessing UCCE Tools
  • 2. UCCE CONFIGURATION AND SCRIPTING
    • Configuration Manager
    • Script Editor Overview
    • Scripting for CVP
    • Configuration Manager and Script Editor Review
    • CTI Review
    • Agent Skill Review
    • Microapps and Media File Review
    • Precision Routing Review
    • Transfers and RONA Review
    • Mobile Agents
  • 3. IMPLEMENTING BUSINESS RULES
    • Advanced Scripting and Routing
    • ICM Scripting Variables, Expressions, Formulas and Functions
    • Creating an Administrative Script for Time of Day Routing
    • Creating Feature Control Sets and Users
    • Silent Monitoring and Recording
  • 4. UNIFIED CCE INBOUND AGENT CONSIDERATIONS
    • CTI Options Overview
    • Configuring ICM for Agent Functionality
    • Configuring UCM for Agent Functionality
    • Scripting ICM for Agent Functionality
  • 5. UNIFIED CCE IVR/VRU FUNCTIONALITY
    • Basic IVR Scripting with Micro apps
    • ICM Microapps
    • Cisco Unified ICM Enterprise Scripting Using Micro applications
  • 6. ADDITIONAL UCCE CONSIDERATIONS
    • ICM Considerations for Reporting and Monitoring
    • Precision Routing
    • RONA
  • 7. VXML IMPLEMENTATION
    • Basic VXML Functionality
    • Installing and Configuring VXML
  • 8. CCE VXML SOLUTION
    • Basic VXML Functionality
    • Installing and Configuring VXML Solution
    • Basic VXML SQL Database Lookup
    • Exploring Courtesy Callback
    • Agent Greeting
  • 9. UCCE OUTBOUND OPTION
    • Outbound Option
    • Configuring Outbound Option for Agent and IVR Campaigns
  • 10. CISCO UNIFIED INTELLIGENCE CENTER REPORTING
    • Cisco Unified IC Overview
    • Cisco CUIC Reporting
  • 11. CCE SUPPORT CONSIDERATIONS
    • Supporting UCCE
    • Diagnostic Framework Suite
    • UCCE Support
    • Tracking an Agent Call Through the Database

Client Review

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Who needs to attend

  •   IT Professionals
  •   Network Engineers
  •   IT Managers

Delivery format options

  •   Classroom or Online via Webinar - Instructor led training.
  •   Any class you can join online incase if you are unable to travel.

Prerequisites

  •   Basic knowledge of CUCM, Unity Connection, and router administrative tasks
  •   CCNP or equivalent knowledge
  •   Working knowledge of converged voice and data networks
  •   Basic knowledge of Cisco IOS gateways
  •   Working Experience of 2 Years in such product or CCNP Collaboration Training

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