AUCCE 2 - Administering Unified Contact Center Enterprise Part 2 (AUCCE 2)

Sunset Learning Institute
Training overview
Professional Course
5 days
From 4,195 USD
Start dates
Online
4,195 USD
9/21/2020

Dallas
4,195 USD
9/21/2020

Denver
4,195 USD
9/21/2020

Minneapolis
4,195 USD
9/21/2020

Course description

AUCCE 2 - Administering Unified Contact Center Enterprise Part 2 (AUCCE 2)

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is an Advanced 5 day instructor-led course for 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.  Do not take this course if you are new to CCE, you will not have a good time. If you are already working with CCE, or if you've taken the Part 1 course, you'll love this course!  

Want to find out more?

COVID-19 Update

In light of COVID-19, this provider is now delivering some or all of their courses online. Contact them for more information!

Who should attend?

The primary audience for this course is as follows: 

  • Cisco Unified Communications system channel partners and resellers Day 2 support personnel responsible advanced administration and support of the UCCE environment  

Training content

Module 1: Cisco Unified Contact Center Enterprise Foundations

  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • Lesson 3:  UCCE Terms, Routing and Additional Components
  • Lesson 4:  Accessing UCCE Tools

Module 2: CCE Configuration and Scripting Review

  • Lesson 1: Configuration Manager and Script Editor Review 
  • Lesson 2: CTI Review
  • Lesson 3: Agent Skill Review 
  • Lesson 4: Microapps and Media File Review 
  • Lesson 5:  Precision Routing Review
  • Lesson 6: Transfers and RONA Review 
  • Lesson 7: Mobile Agents 

Module 3:  Implementing Business Rules 

  • Lesson 1:  Advanced Scripting and Routing
  • Lesson 2:  ICM Scripting Variables, Expressions, Formulae and Functions
  • Lesson 3:  Creating and Admin Script for Time of Day Routing
  • Lesson 4: Creating Feature Control Sets and Users

Module 4: CCE VXML Solution

  • Lesson 1: Basic VXML Functionality 
  • Lesson 2:  Installing and Configuring VXML solution 
  • Lesson 3:  Basic VXML – SQL Database Lookup 
  • Lesson 4:  Exploring Courtesy Callback 
  • Lesson 5: Agent Greeting

Module 5:  CCE Outbound

  • Lesson 1: Introduction to Outbound Option 
  • Lesson 2:  Configuring Outbound Option for Agent and IVR Campaigns 

Module 6:  CCE Support considerations

  • Lesson 1:  Supporting UCCE
  • Lesson 2:  Diagnostic Framework Suite 
  • Lesson 3:  UCCE Support 
  • Lesson 4:  Tracking an Agent call through the Database 

Lab Outline

  • Lab 1-1: Review Labs
  • Lab 1-2: Verify and Prepare the Lab Environment
  • Lab 1-3: Explore and Verify Your Voice Gateway 
  • Lab 1-4: Explore and Verify CVP and ICM Servers
  • Lab 2-1: Administering ICM Dialed Numbers and Call Types
  • Lab 2-2: Media Files and Variables in ICM Scripts
  • Lab 2-3: Basic IVR Scripting with Microapps
  • Lab 2-4: Configure ICM for Agent and Skill Group Functionality
  • Lab 2-5: Configure UCM for Agent Functionality
  • Lab 2-6: Install CTIOS Agent Desktop (optional)
  • Lab 2-7: Scripting for Skill Groups and Queuing
  • Lab 2-8: Configuring Precision Routing
  • Lab 2-9: RONA
  • Lab 2-10: Configure CTI Route Point for CCE Calls and Agent-Initiated Transfers (Optional)
  • Lab 2-11: Configure Agent Transfers via Dialed Number Plan (Optional)
  • Lab 2-12: Configure Calls Using SIP with Proxy (3XY2) (Optional)
  • Lab 3-1: Administrative Scripts
  • Lab 3-2: Feature Control Sets and Users
  • Lab 4-1: VXML Server Configuration and Call Studio Installation
  • Lab 4-2: Create and Deploy a Cisco Unified Call Studio Project
  • Lab 4-3: Integrate VXML Applications with ICM Script
  • Lab 4-4: SQL DB Lookup Functionality for VXML
  • Lab 4-5: Courtesy Callback (CCB)
  • Lab 4-6: Agent Greeting
  • Lab 5-1: Basic Outbound Agent Campaign
  • Lab 6-1: Using Troubleshooting Tools
  • Lab 6-2: Track a call thru RCD/TCD Records
  • Lab 6-3: Instructor Break/Fix

Why choose SLI?

Award-winning instructors

Over 50 training locations across North America

All dates are guaranteed-to-run

About SLI

Sunset Learning Institute

Sunset Learning Institute

Sunset Learning Institute is an authorized training center, helping our customers optimize their technology investments by providing convenient, high quality technical training that they can rely on. We empower students to master their desired technologies for their unique environments. What...


Read more and show all training delivered by this supplier

Request info

Fill out your details to find out more about AUCCE 2 - Administering Unified Contact Center Enterprise Part 2 (AUCCE 2).

  Contact the provider

  Get more information

  Register your interest

Contact info

Sunset Learning Institute


 Show phone number
www.sunsetlearning.com


Reviews

Average rating 5

Based on 2 reviews

Joseph Valenciano
(5)
The training explained the concepts and basics of UCCE. It also explains a lot of practical examples which could be used in our contact center environment both on projects and troubleshooting
Marc McAdams
(5)
Great class. I was exposed to new material and labs in UCCE that will help me in my day­to­day work.
Request Information

Have a question about this course? Fill out this form and the provider will get in touch with you shortly

View again
Supplier Directory
Join our Supplier Directory to:
- Gain Traffic
- Get Noticed
- Showcase Your Services
- Free Listing Available