AUCCE2 - Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0 Eğitimi

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Eğitim Tipi ve Süresi

3 Days ILT    

COURSE OVERVIEW

This course is intended for system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. You will learn the requirements, resources, and tools required to perform complex adds, moves, and changes in the inbound/outbound UCCE environment. The AUCCE1 course or equivalent prior experience is a prerequisite for attending this course.

 

WHAT YOU'LL LEARN

  • 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
  • Support CCE

 

OUTLINE

1. Course Introduction

  • Overview
  • Learner Prerequisite Skills and Knowledge
  • Course Goal and Objectives
  • Course Flow
  • Additional References
  • Your Training Curriculum

2. Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE
  • Unified CCE Architecture and Components
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools

3. CCE Configuration and Scripting Review

  • Configuration Manager and Script Editor Review
  • CTI Review
  • Agent Skill Review
  • Microapps and Media File Review
  • Precision Routing Review
  • Transfers and RONA Review
  • Mobile Agents

4. Implementing Business Rules

  • Advanced Scripting and Routing
  • ICM Scripting Variables, Expressions, Formulas and Functions
  • Creating an Administrative Script for Time of Day Routing
  • Creating Feature Control Sets and Users
  • Silent Monitoring and Recording

5. CCE VXML Solution

  • Basic VXML Functionality
  • Installing and Configuring VXML Solution
  • Basic VXML SQL Database Lookup
  • Exploring Courtesy Callback
  • Agent Greeting

6. UCCE Outbound Option

  • Outbound Option
  • Configuring Outbound Option for Agent and IVR Campaigns

7. CCE Support Considerations

  • Supporting UCCE
  • Diagnostic Framework Suite
  • UCCE Support
  • Tracking an Agent Call Through the Database

 

PREREQUISITES

  • Attendance of AUCCE1 or equivalent experience
  • Working knowledge of Unified Communications Manager and Voice Gateways is recommended

 

WHO SHOULD ATTEND

  • Cisco Unified Communications system channel partners and resellers
  • Day 2 support personnel responsible advanced administration and support of the UCCE environment



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Cisco  » Contact Center Eğitimler
Cisco  » Collaboration, Voice, Video, and Contact Center Training Eğitimler