Administering Unified Contact Center Enterprise Part 1 (AUCCE 1)

Training Summary
AUCCE 1 is a five-day instructor led course intended for system engineers, and customers who will be involved in Day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the student 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. 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 student will be exposed to CCE (ICM) and VXML scripting in this course to ensure basic competence with the solution. This course serves as a good stepping stone for the corresponding Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE 2) course. 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 knowledge and skills that a student should have prior to attending this course are as follows:
  • Basic knowledge of networking and components
  • Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys
  • Working knowledge of Unified Communications Manager and Voice Getaways
  • Basic understanding of contact center operations
5 Days/Lecture & Lab
The primary course for this course is as follows:
  • Cisco Unified Communications system channel partners and resellers responsible for the sales, implementation, or support of a UCCE solution
  • Day 1 and Day 2 support personnel responsible for the daily add/move/change of the UCCE environment
The secondary audience for this course is managers, team-leads, business liaison personnel, or anyone who needs to be involved in the UCCE solution and have a better overall understanding of its function.
Course Topics
  • Cisco Unified Contact Center Enterprise Foundations
  • UCCE Configuration and Scripting
  • CCE Inbound Agent Considerations
  • Unified CCE IVR/VRU Functionality
  • Additional UCCE Considerations
  • External VXML Implementation
  • Cisco Unified Intelligence Center (CUIC) Reporting

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