Through targeted instruction and a series of hands on labs, this course will provide students with a fundamental understanding of Cisco Unified Communications and Unified Contact Center Enterprise environment. It introduces students to the basic role and operation of Unified Communications Manager, ICM, CVP and Unity Connection (UC).
Basic understanding of contact center KPIsBasic knowledge of networking and components is helpful but not requiredFunctional use of a Windows PC and multitasking
5 Days/Lecture & Lab
This course was developed for anyone in the contact center team who would like a better understanding of the intricacies of their Cisco contact center enterprise environment This might include Business Analysts, Operations Specialists, Engineers Technicians or Managers.
- Exploring Communications Manager and Unity Connection
- Exploring Unified Contact Center Enterprise (UCCE)
- Basic configuration and scripting for Agent Support
- Scripting for CVP
- Advanced Considerations