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Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is an Advanced 5 day instructor-led course developed by Sunset Learning Institute for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment.
This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The AUCCE Part 1 course or equivalent prior experience is a prerequisite for attending this course. This course is also a good companion course to the DUCCE course which covers more detail on the installation/maintenance of the solution. The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality. Do Not take this course if you are new to CCE, you will not have a good time. If you are already working with CCE, or if you’ve taken the Part 1 course, you’ll love this 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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The knowledge and skills that a learner should have before attending this course are as follows:
- Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course.
- DO NOT take this course if you are new to UCCE, you will be wasting your time and time of those around you in class! You need some experience with UCCE before attending this course!! If you cannot spell UCCE, this course is not for you! If you don’t know what ICM object binds a Dialed Number to a Script, you need to take the Part 1 course, not this one! If you don’t know the 2 main uses for Call Types, you should not take this course!! Obviously, this means you need some prerequisite knowledge before attending this course.
- Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful. The VFCC is a perfect foundational course.
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: CCE Configuration and Scripting Review
Lesson 1: Configuration Manager and Script Editor Review
Lesson 2: CTI Review
Lesson 3: Agent Skill Review
Lesson 4: Microapps and Media File Review
Lesson 5: Precision Routing Review
Lesson 6: Transfers and RONA Review
Lesson 7: Mobile Agents
Module 3: Implementing Business Rules
Lesson 1: Advanced Scripting and Routing
Lesson 2: ICM Scripting Variables, Expressions, Formulae and Functions
Lesson 3: Creating and Admin Script for Time of Day Routing
Lesson 4: Creating Feature Control Sets and Users
Module 4: CCE VXML Solution
Lesson 1: Basic VXML Functionality
Lesson 2: Installing and Configuring VXML solution
Lesson 3: Basic VXML - SQL Database Lookup
Lesson 4: Exploring Courtesy Callback
Lesson 5: Agent Greeting
Module 5: CCE Outbound
Lesson 1: Introduction to Outbound Option
Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns
Module 6: CCE Support considerations
Lesson 1: Supporting UCCE
Lesson 2: Diagnostic Framework Suite
Lesson 3: UCCE Support
Lesson 4: Tracking an Agent call through the Database