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
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