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Cisco UCCE Administration & Troubleshooting

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Cisco UCCE Administration & Troubleshooting

Cisco Unified Contact Center Enterprise Administration (UCCE-A) is a 5-day instructor-led course that prepares learners to administer the Cisco Unified CCE v11.5 solution. This course will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution and requirements for basic ACD and IVR configurations to include using ICM Configuration Manager and associated utilities, setting up agents, providing for basic IVR activities, and using the Cisco Finesse Agent desktop.

Course Information

Code: 1024-06
Course Fee$3,495 USD*
Number of Days: 5 Days

Cisco Learning Credit: Not Accepted
Language: English
Schedules: - Toronto | Las Vegas | Dubai | Thailand | London

Upcoming Schedules

Cisco UCCE Administration & Troubleshooting - Dubai, UAE
03-26-2018 9:00 am
Cisco UCCE Administration & Troubleshooting - London, UK
04-23-2018 9:00 am
Cisco UCCE Administration & Troubleshooting - Toronto, Canada
05-28-2018 9:00 am
Cisco UCCE Administration & Troubleshooting - Bangkok, Thailand
06-18-2018 9:00 am
Cisco UCCE Administration & Troubleshooting - Las Vegas, USA
06-25-2018 9:00 am

Cisco UCCE Administration &
Troubleshooting Bootcamp

  • 200 Hours of Rack Rental Included
  • Free Retake For up to 2 years
  • Each Student has 12 to 15 Virtual Machine Servers
  • Dedicated POD
  • Full Self Study Kit Included

Spring Break Special

Take 3 Cisco Course For - $4,495 USD 

Save $5,000+
Offer Expires Mar 31, 2018

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 Deployment 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
  1. Each Student install, configure and build from scratch

Course Outline

  • Module 1. Cisco Unified Contact Center Enterprise Overview

    Lesson 1: Presenting Cisco Unified Contact Center Enterprise

    Cisco Unified CCE Solutions
    New/Deprecated Features and Enhancements
    Cisco Unified CCE Reference Design Specifications
    Cisco Unified CCE Core Components
    Optional Cisco Components
    Optional Third-Party Components
    Cisco Unified CCE Solution Integrated Features
    Solution Administration
    Lesson 2: Cisco Unified CCE Core Components

    Cisco Unified Communications Manager

    Cisco Unified CM Cluster Nodes
    Cisco Unified CM Database Architecture
    Intracluster Communications
    Call Processing Subscriber Redundancy
    CTI Manager Service
    Partitions and Calling Search Spaces
    Basic Call Handling
    Agent Phones
    Cisco Unified CCE/ICM

    Traditional ICM
    Traditional ICM Deployment Models
    ICM Components
    ICM Databases
    ICM Terms
    Cisco Unified CVP

    Cisco Unified CVP Product Components
    Additional Components
    Lesson 3: Cisco Unified CCE Options

    Optional Cisco Unified CCE Components
    Cisco Unified CCE Third-Party Components
    Cisco Unified CCE Integrated Features
    Solution Administration
    Lesson 4: Basic Call Flow Models

    Call Flow Types
    Traditional ICM Pre-Route
    Traditional ICM Post-Route
    Cisco Unified CCE Call Flow
    Traditional ICM Translation Routing
    Translation Route to VRU
    Module 2. Basic ACD Configurations

    Lesson 1: Configuring Cisco Unified Communications Manager

    Cisco IP Phones
    CTI Route Points
    Route Groups, Route Lists, and Route Patterns
    Application User Accounts
    Lesson 2: Configuring Cisco Unified CVP

    Functional Overview
    Basic CVP Configurations
    Basic CVP Integration Requirements
    Lesson 3: Configuring Cisco Unified CCE

    Define Administration Tools
    Configuration Manager
    ACD Configurations
    Lesson 4: Using Cisco Finesse

    Introduction to Cisco Finesse
    Using Finesse Agent and Supervisor Desktops
    Lesson 5: Using Cisco Unified CCE Script Editor

    Script Editor Basics
    Creating, Saving, and Validating an ICM Script
    Testing an ICM script
    Module 3. Configuring Cisco Unified CVP for IVR Functionality

    Lesson 1: Basic IVR Configurations

    Media File Types
    Media File Storage Locations
    ICM Call Variables
    CVP Micro-Applications
    Configure Network VRU Script Definitions for CVP Micro-Apps
    System-level ICM Configurations Supporting Cisco Unified CVP
    Lesson 2: Basic IVR Scripting using CVP Micro-Applications

    Using the Send to VRU Script Node
    ICM Scripting for IVR Activity
    Validate, Save, Schedule, and Test Script
    Module 4. Extended Functions

    Lesson 1: ICM User Accounts and Feature Control Sets

    Define Feature Control Sets
    Define ICM User Accounts
    Using the Quick Edit Mode
    Use Feature Control Sets to Limit User Access
    Install and Use the Internet Script Editor
    Lesson 2: Using ICM Utilities

    Script Explorer
    Enabled Scripts
    Call Type Associations
    Script Reference
    Importing and Exporting ICM Scripts
    Deleting Objects from the ICM Database
    Renaming Objects in the ICM Database
    Using Default Labels
    Lesson 3: Understanding ICM Variables

    Define Variables
    Categories of ICM Variables
    Using ICM Variables
    Lesson 4: Precision Routing

    Define Precision Routing
    Compare Skill Group vs PQ Routing
    Defining the Agent with Attributes
    Defining Callers Requirements with PQ’s
    Using PQ’s in an ICM Script
    Lesson 5: Routing Calls from Cisco Unified CM

    Understanding Routing Calls Originating from CUCM
    Understanding Routing Calls Transferred by an Agent
    Lesson 6: Ring-No-Answer Routing

    Understanding Routing for Ring-No-Answer Conditions
    Method 1: Using Agent Desk Settings
    Method 2: Using Agent Desk Settings and CVP Patterns for RNA Timeout
    Lesson 7: ICM Administrative Scripting

    Define Admin Scripts
    Define Admin Script Usage
    Module 5. Cisco Unified CCE Reporting

    Lesson 1: Introducing Cisco Unified Intelligence Center

    Basic Attributes of CUIC
    Browser-Based Reporting
    Deployment Models
    CUIC Terms
    CUIC Licensing
    CUIC Navigation Drawers
    Security Administration
    Real-time vs Historical Reports
    Using Permalinks
    Lesson 2: Running and Modifying CUIC Reports

    Stock Report Templates
    Filtering and Running Stock Reports
    Modifying a Stock Report
    Scheduling a Report
    Lesson 3: Creating CUIC Reports and Dashboards

    Create a Report
    Create a Dashboard

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 in case if you are unable to travel.

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