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UCCE-A v11.5 - Cisco® Unified Contact Center Enterprise

at ONLC Training Centers - Joliet

(5)
Course Details
Price:
$4,395
Start Date:

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Location:
Joliet, Suburbs
1000 Essington Rd 1st Fl
Btwn Ingalls Ave & Black Rd
Chicago, Illinois 60435
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Important:
All classes are live, hands-on training via remote instructor.
Description
Class Level: All levels
Age Requirements: 18 and older
Average Class Size: 7

What you'll learn in this cisco training:

Cisco Unified Contact Center Enterprise Administration (UCCE-A) is a 5-day instructor-led course that helps prepare learners to administer the Cisco Unified CCE v11.5 solution. This course will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution and requirements for basic ACD and IVR configurations to include using ICM Configuration Manager and associated utilities, setting up agents, providing for basic IVR activities and using the Cisco Finesse Agent desktop. This course will also provide knowledge on how to use the ICM Script Editor and associated utilities to implement basic routing techniques, routing for transfers, ring-no-answer conditions and Precision Routing. And last, this course provides basic overall knowledge on Cisco Unified Intelligence Center deployments and how to use the reporting interface to access, view, and personalize report templates and dashboards.

Objectives:

Upon completing this course, the learner will be able to meet these overall objectives:
  • Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options.
  • Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop.
  • Understand requirements and configurations to implement IVR activity in Cisco Unified CVP.
  • Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager and routing in a ring-no-answer condition.
  • Understand basic concepts and terms to access, view, modify reports and use other reporting functions provided by Cisco Unified Intelligence Center.
Prerequisites:

  • All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform with these capabilities:
  • A Microsoft Windows PC (Windows Vista, Windows 7, and Windows 8) or virtual machine with full audio capabilities.
  • Must have already installed Cisco AnyConnect VPN software and Cisco IP Communicator or have Administrator rights to install Cisco AnyConnect VPN software and Cisco IP Communicator.
  • Access to the internet with speeds greater than 1 Mbps.
  • Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
  • Must have the ability to use Remote Desktop Connection for access to lab servers.
  • Headsets for audio communications can be helpful.
  • Basic knowledge of Cisco networking and components such as routers and switches.
  • Basic knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
  • Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.
Who Should Attend:
  • The primary audience for this course is as follows:
  • Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation or administration of a Cisco Unified Contact Center.
  • System and technical support engineers.
  • Day 1 and Day 2 support personnel.
  • Administrative and reporting personnel.
Course Outline:

Module 1 Cisco Unified Contact Center Enterprise Overview

Lesson 1: Presenting Cisco Unified Contact Center Enterprise
Lesson 2: Cisco Unified CCE Core Components
Lesson 3: Cisco Unified CCE Options
Lesson 4: Basic Call Flow Models

Module 2: Basic ACD Configurations

Lesson 1: Configuring Cisco Unified Communications Manager
Lesson 2: Configuring Cisco Unified CVP
Lesson 3: Configuring Cisco Unified CCE
Lesson 4: Using Cisco Finesse
Lesson 5: Using Cisco Unified CCE Script Editor

Module 3: Configuring Cisco Unified CVP for IVR Functionality

Lesson 1: Basic IVR Configurations
Lesson 2: Basic IVR Scripting using CVP Micro-Applications

Module 4: Extended Functions

Lesson 1: ICM User Accounts and Feature Control Sets
Lesson 2: Using ICM Utilities
Lesson 3: Understanding ICM Variables
Lesson 4: Precision Routing
Lesson 5: Routing Calls from Cisco Unified CM
Lesson 6: Ring-No-Answer Routing
Lesson 7: ICM Administrative Scripting

Module 5: Cisco Unified CCE Reporting

Lesson 1: Introducing Cisco Unified Intelligence Center
Lesson 2: Running and Modifying CUIC Reports
Lesson 3: Creating CUIC Reports and Dashboards

Still have questions? Ask the community.

Refund Policy
Student cancellation requests made 14 calendar days or less before the class starts will be charged 100% of the course fee and are not entitled to a refund. The student has one (1) opportunity to use our Make-Up policy to have those funds applied to a later class date.

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School: ONLC Training Centers

ONLC Training Centers

ONLC Training Centers was founded in 1983 when Jim Palic and Andy Williamson left their positions as mainframe programmers with the Dupont Company to start one of the industry's first computer training companies.

Over thirty years and still growing, ONLC Training Centers is one of the the largest privately...

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