This course is intended for those administering a UCEE solution, or responsible for Level 1-2 support.
This 5 day instructor-led course is designed for system engineers and customers involved with the support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment.
Cisco Unified Contact Center Enterprise v10 Foundations Introducing UCCE Unified CCE Components and Architecture UCCE Terms, Routing and Additional Components Accessing UCCE Tools UCCE Configuration and Scripting Configuration Manager Script Editor Overview Scripting for CVP Unified CCE Inbound Agent Considerations CTI Options Overview Configuring ICM for Agent Functionality Configuring UCM for Agent Functionality Scripting ICM for Agent Functionality Unified CCE IVR/VRU Functionality Basic IVR Scripting with Microapps ICM Microapps Cisco Unified ICM Enterprise Scripting Using Microapplications Additional UCCE Considerations ICM Considerations for Reporting and Monitoring Precision Routing RONA VXML Implementation Basic VXML Functionality Installing and Configuring VXML Cisco Unified Intelligence Center Reporting Cisco Unified IC Overview Cisco CUIC Reporting
After completing this course you should be able to: Identify the basic components and operations of the Unified CCE solution Configure and script a basic UCCE CVP deployment Perform the ICM configuration tasks required to support basic agent functionality Build and test a basic ICM script utilizing microapps Configure and script UCCE to support reporting requirements, precision queuing and RONA Deploy the CVP VXML component in a Unified CCE solution successfully Generate basic reports using Cisco Unified IC