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AUCCE1 - Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE 1)

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Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1) is a 5 day instructor-led course developed by Sunset Learning Institute intended for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment.
AUCCE Part 1 course gives the learner an understanding of the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution. This course also serves as a good stepping-stone for the corresponding Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) course, and should be considered as a prerequisite before taking Part 2. This course is also a good companion course to the DUCCE course, which covers more detail on the installation/maintenance of the UCCE solution.
The overall goal of this course is to build an effective administrator of the solution by exposing the technical requirements of the solution and utilizing the solution tools for effective operation. The learner will be exposed to CCE (ICM) and VXML scripting in this course to ensure basic competence with the solution. For advanced scripting topics, refer to the AUCCE Part 2 or the CVPD course.
PCCE (Packaged Contact Center Enterprise) is the same UCCE product but with a limited deployment and simplified tools. PCCE users and engineers should be taking our UCCE courses, as we use all the same tools during training. For instance, scripting for PCCE and UCCE is the same – ICM Script Editor and Studio.
If you are using an earlier version of UCCE, you will benefit from this training. Although we use 10.x in the class, skills taught will be equivalent and still of value to you.

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Prerequisites


The knowledge and skills that a learner should have before attending this course are as follows:
  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
  • Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful. Take the VFCC course, by example
  • A basic understanding of contact center operations

Detailed Class Syllabus


Module 1: Cisco Unified Contact Center Enterprise v10 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: UCCE Configuration and Scripting


Lesson 1: Configuration Manager
Lesson 2: ICM Script Editor Overview
Lesson 3: Scripting for CVP

Module 3: CCE Inbound Agent Considerations


Lesson 1: CTI Options Overview
Lesson 2: Configure ICM for Agent Functionality
Lesson 3: Configure UCM for Agent Functionality
Lesson 4: Scripting ICM for Agent Functionality

Module 4: Unified CCE IVR/VRU Functionality


Lesson 1: Basic IVR Scripting with MicroApps
Lesson 2: ICM MicroApps
Lesson 3: ICM Scripting Using MicroApps

Module 5: Additional UCCE Considerations


Lesson 1: ICM Considerations for Reporting and Monitoring
Lesson 2: Precision Routing
Lesson 3: RONA

Module 6: External VXML Implementation


Lesson 1: Basic VXML Functionality
Lesson 2: Installing and Configuring VXML

Module 7: Cisco Unified Intelligence Center (CUIC) Reporting


Lesson 1: CUIC Overview
Lesson 2: CUIC Reporting