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Administering Cisco Unified Contact Center Enterprise (AUCCE) 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 (CCE) product using IP IVR as a IVR/VRU solution. This course will give you an understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will accomplish this by configuring the Cisco Unified CCE software, use the ICM routing software to route calls from Cisco Unified IP IVR and from Cisco Unified Communications Manager. Additionally, you will use various ICM utilities to aid you in locating configuration errors and you will configure the Cisco Outbound Option.
This course is based on CCE version 8.X software, and (together with DUCCE) replaces the previously known IPCCE, UCCE/ICM with IP IVR, ICM PT1, ICM PT2 and ICM Bootcamp courses. Even if you run a version of CCE prior to 8.X, you will benefit from this course and its content.
If IP IVR doesn’t sound familiar to you, but CVP does, check out our CVP version of this course - ACCE. AUCCE and DUCCE are IP IVR based courses. ACCE and DBUCCE are CVP based courses.
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- Familiarity with call center operations
- Microsoft Active Directory
- Microsoft Windows 2003
- Microsoft SQL Server 2005
Detailed Class Syllabus
Module 1: Cisco Unified Contact Center Enterprise Product Overview
Module 2: Configuring Cisco Unified Contact Center Enterprise
Module 3: Extended Functions
Module 4: Administrative Scripts and Translation Routing
Module 5: Configuring a Second Peripheral
Module 6: Configuring Cisco Outbound Option
Module 7: Cisco Unified Intelligence Center