Cisco Unified Communications


Administering Cisco Unified Contact Center Enterprise Workshop

United Arab Emirates:
USD 4,995.00 excl. VAT

Duration: 5 Days

Who should attend

  • Channel Partner / Reseller
  • Customer
  • Employee
Course Content

This Administering Cisco Unified Contact Center Enterprise Workshop is a 5 day instructor-led course designed for a system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources, and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment

This course is intended for those administering the solution whether on a basic or advanced level, or who may be responsible for Level 2-3 support of the solution. The overall goal of this course is the administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality

Course Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

  • Identify the basic components and operations of the Unified CCE solution 
  • Configure and script a basic UCCE CVP deployment 
  • Perform the ICM configuration tasks required to support basic agent functionality 
  • Configure and script UCCE to support reporting requirements, precision queuing and RONA
  • Demonstrate advanced proficiency with add/ move/ change of the ACD / PBX (agent / skill) environment of UCCE
  • Demonstrate advanced proficiency with add/ move/ change of the IVR (prompt/ collect) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting) 
  • Demonstrate effective use of system tools to track and troubleshoot a call within a call flow 
  • Generate basic reports using Cisco Unified IC
Course Outline
  • Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
  • Module 2: UCCE Configuration and Scripting
  • Module 3: Implementing Business Rules 
  • Module 4: CCE VXML Functionality 
  • Module 5: UCCE Outbound Option
  • Module 6: Cisco Unified Intelligence Center Reporting 
  • Module 7: CCE Support Considerations
Further information

If you would like to know more about this course please contact us