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APCCE - Administering Packaged Contact Center Enterprise (APCCE)

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Administering Packaged Contact Center Enterprise (APCCE) is a Sunset Learning Institute developed course that provides students with an introduction and understanding of Cisco Unified Contact Center Enterprise basics and components. APCCE is an administration course focusing on the day-to-day tasks needed to manage a Cisco deployed Packaged Contact Center Enterprise environment.

While the class will focus on the ICM web administration tool, students will also be introduced to the supporting Call Manager and CVP configurations and administration requirements.

The class begins with an introduction to contact center operations and KPIs and then covers the administration and configuration of the most frequently addressed contact center parameters including; Agents, Agent Teams, Skill Groups, Precision Queues, Front End VRU Scripts, Call Flows and Scripting, and Reporting and Security. Student understanding of each of the topics covered will be reinforced through the use of practical hands on labs and workshops.

Finally, students will be given the opportunity to implement a practical business case utilizing their newfound PCCE knowledge. The business case will be presented as a set of requirements which students will be required to analyze, configure and script from the ground up. Once completed, students will be encouraged to present their completed solution for an “acceptance test”

After successfully completing this class, students will be able to perform the tasks associated with the adds, moves and changes and reporting within the contact center, and in addition take a complex business case from concept through call flow to a working deployment.

As an administration class, we will assume that the deployment is complete and the underlying telephony platform(s) have been successfully delivered.

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Prerequisites


Working knowledge of Cisco Contact Center Enterprise Operations

Detailed Class Syllabus


Module 1: Introducing UCCE


Lesson 1: Contact Center Basics
Lesson 2: PCCE Components
Lesson 3: Packaged CCE
Lesson 4: Agent Desktop Options

Module 2: PCCE Terms and Additional Components


Lesson 1: Terms
Lesson 2: Additional Components

Module 3: PCCE Administration


Lesson 1: Web Administration Access
Lesson 2: Working with Agents
Lesson 3: Working with Agent Attributes
Lesson 4: Agent Desk Settings
Lesson 5: Introducing Precision Queues
Lesson 6: Working with Reason codes
Lesson 7: Working with Skill groups
Lesson 8: Agent Teams
Lesson 9: Understanding Bucket Intervals
Lesson 10: Working with Call types
Lesson 11: Working with Dialed Numbers
Lesson 12: Understanding Expanded Call Variables
Lesson 13: Introducing Network VRU Scripts
Lesson 14: Using Bulk Loads
Lesson 15: Introducing System Information
Lesson 16: System Settings
Lesson 17: Agent Trace
Lesson 18: Log Collections
Lesson 20: Departments and Roles

Module 4: Accessing PCCE Tools


Lesson 1: Accessing UCM
Lesson 2: Accessing ICM
Lesson 3: Accessing CVP
Lesson 4: Accessing Voice Gateways

Module 5: PCCE Configuration and Scripting


Lesson 1: Script Editor Overview
Lesson 2: Scripting for CVP

Module 6: Agent Support Consideration


Lesson 1: CTI Options
Lesson 2: ICM Agent Configuration
Lesson 3: UCM Agent Configuration

Module 7: Scripting with Microapps


Lesson 1: Microapps
Lesson 2: ECC Variables
Lesson 3: Media Server
Lesson 4: Prompt Caching considerations
Lesson 5: ICM Configuration steps
Lesson 6: Building a Simple Script using Microapps

Module 8: Reporting Considerations


Lesson 1: Touch Points
Lesson 2: Reporting Objects

Module 9: Precision Routing


Lesson 1: Overview
Lesson 2: Attributes
Lesson 3: Building a Precision Queue
Lesson 4: Using Dynamic Queues and Call types

Module 10: RONA


Lesson 1: Understanding RONA

Module 11: Basic VXML Functionality


Lesson 1: What is VXML
Lesson 2: VXML Server
Lesson 3: Call Studio
Lesson 4: Installing and configuring VXML

Module 12: Reporting


Lesson 1: CUIC