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ACCE/CVP - Administering Cisco Unified Contact Center Enterprise for CVP Environments (ACCE-CVP)

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Administering Cisco Unified Contact Center Enterprise for CVP Environments (ACCE-CVP) {formerly called UCCE/ICM w/CVP} is an instructor-led course presented by training partners to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.x (CCE) product deployed in a CVP environment. This course will give you an understanding of the Unified CCE v8.x from a Add/Move/Change perspective. We will accomplish this by performing basic and advanced UCCE administration and troubleshooting tasks that users will encounter in real world deployments. This course will also prepare students as a pre-requisite for the CVPI or DUCCE-CVP courses, which both assume that the student is already familiar with the basic operation of Unified CCE (ICM). This is not always the case, and this course will serve as a stepping stone for further UCCE educational endeavors.

This course is based on CCE version 8.X software, and (together with DBUCCE/CVP) replaces the previously known ICM Bootcamp and UCCE/ICM with CVP courses. If you run an older version of CCE, you will still benefit from this course and its content.

If CVP doesn’t sound familiar to you, but IP-IVR does, refer to SLI’s IP-IVR version of this course - DUCCE. AUCCE and DUCCE are IP-IVR based courses, while ACCE-CVP and DBUCCE-CVP are CVP based courses.

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Prerequisites

  • Working knowledge of basic networking and components (router, switch, NIC)
  • Working knowledge of Microsoft Windows Server 2003 deployed within an Active Directory environment

Detailed Class Syllabus


Course Outline


Module 1: Cisco Unified Contact Center Enterprise Product Overview
Module 2: Cisco Unified CVP Comprehensive Basic Configuration
Module 3: Cisco Unified ICM Enterprise Scripting to Support Unified
Module 4: CTI (Agent) functionality in the CCE Environment
Module 5: Cisco Unified CVP VXML Overview
Module 6: Extended CCE Functions
Module 7: Cisco Unified Intelligence Center