Unified Contact Center Enterprise/Intelligent Contact Manager Administration with CVP

    

Summary:
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. 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.

Duration:
5 days/ Lecture & Lab

Audience:
The primary audience for this course is as follows: Day 2 support personnel (Partners and Customers) who are responsible for the daily operation of the CCE environment deployed with CVP. The secondary audience for this course is as follows: Cisco Unified Communications system channel partners and resellers

Topics:

• Cisco Unified Contact Center Enterprise Technical Overview
• Initial CVP and IOS Gateway Configuration
• ICM Configuration and Scripting for CVP
• UCCE CTI functionality and VXML Scripting
• CCE Monitoring, Reporting and Troubleshooting

Prerequisites:
To fully benefit from this course, students should have the following prerequisite skills and knowledge:

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

Last Update: May 21, 2013