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
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