Individuals involved in the advanced administration and support of a UCCE environment.
This is a 5 day instructor-led course for system engineers and customers who will be involved with "Day2" 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.
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 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 Implementing Business Rules Lesson 1: Advanced Scripting and Routing Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions Lesson 3: Creating an Administrative Script for Time of Day Routing Lesson 4: Creating Feature Control Sets and Users Lesson 5: Silent Monitoring and Recording 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 UCCE Outbound Option Lesson 1: Outbound Option Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns 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
After attending 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 Implement business rules as they apply to scripting and routing in Unified CM Install a basic CCE VXML Solution Install, configure and run a CCE Outbound Option Campaign Describe how to support CCE