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AUCCE1 – Administering Cisco Unified Contact Center Enterprise Part 1, v2.0

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AUCCE1 – Administering Cisco Unified Contact Center Enterprise Part 1, v2.0
5 days  (Instructor Led Online)  |  Unified Contact Center

Course Details

The AUCCE1 – Administering Cisco Unified Contact Center Enterprise Part 1 is a 5-day instructor-led training program for Cisco Channel Partners and Customers. This training event provides students with the opportunity to get involved in 2 Day support of a UCCE solution deployed in a CVP comprehensive environment.

This training event fulfills all requirements, resources, and tools required to perform routine adds, moves, and changes in the inbound/outbound UCCE environment.

 

AUCCE2 – Administering Cisco Unified Contact Center Enterprise Part 2, v2.0

 

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Objectives

Upon completing AUCCE1 course, the learner will be able to meet these overall objectives:

  • Identify the basic components and operations of the Unified CCE solution.
  • Configure and script a basic UCCE CVP deployment.
  • Perform the ICM configuration tasks required to support basic agent functionality.
  • Build and test a basic ICM script utilizing micro-apps.
  • Configure and script UCCE to support reporting requirements, precision queuing, and RONA.
  • Identify how to successfully deploy the CVP VXML component in a Unified CCE solution.
  • Generate basic reports using Cisco Unified IC.

Outline

  • Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
  • Module 2: UCCE Configuration and Scripting
  • Module 3: Unified CCE Inbound Agent Considerations
  • Module 4: Unified CCE IVR / VRU Functionality
  • Module 5: Additional UCCE Considerations
  • Module 6: VXML Implementation
  • Module 7: Cisco Unified Intelligence Center Reporting

Target Audience

  • Channel Partner / Reseller
  • Customer
  • Employee