Cisco – AUCCE2 – Administering Unified Contact Center Enterprise Part 2 v10

Description

Overview:

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

Prerequisite(s):

AUCCE2

Audience:

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

Lesson 3: Implementing Business Rules

• Advanced Scripting and Routing
• ICM Scripting Variables, Expressions, Formulae and Functions
• Creating and Admin Script for Time of Day Routing
• Creating Feature Control Sets and Users

Lesson 4: CCE VXML Solution

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

Lesson 5: CCE Outbound

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

Lesson 6: CCE Support considerations

• Supporting UCCE
• Diagnostic Framework Suite
• UCCE Support
• Tracking an Agent call through the Database