Cisco – AUCCE1 – Administering Unified Contact Center Enterprise Part 1 v10

Description

Overview:

Learn the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment.

Prerequisite(s):

VFCC

Audience:

Intended for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment.

Outline:

Lesson 1: Cisco Unified Contact Center Enterprise v10 Foundations

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

Lesson 2: UCCE Configuration and Scripting

• Configuration Manager
• ICM Script Editor Overview
• Scripting for CVP

Lesson 3: CCE Inbound Agent Considerations

• CTI Options Overview
• Configure ICM for Agent Functionality
• Configure UCM for Agent Functionality
• Scripting ICM for Agent Functionality

Lesson 4: Unified CCE IVR/VRU Functionality

• Basic IVR Scripting with MicroApps
• ICM MicroApps
• ICM Scripting Using MicroApps

Lesson 5: Additional UCCE Considerations

• ICM Considerations for Reporting and Monitoring
• Precision Routing
• RONA

Lesson 6: External VXML Implementation

• Basic VXML Functionality
• Installing and Configuring VXML

Lesson 7: Cisco Unified Intelligence Center (CUIC) Reporting

• CUIC Overview
• CUIC Reporting