Cisco Unified Communications

The Administering Cisco Unified Contact Center Enterprise Part 1 is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with Day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed toperform routine adds, moves and changes in the inbound / outbound UCCE environment.This course is intended for those administering the solution, or who may be responsiblefor Level 1-2 support of the solution.

Upon completing this course, you 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.
• Build and test a basic ICM script utilizing microapps.
• Configure and script UCCE to support reporting requirements, precision queuing
• and RONA.
• Identify how to successfully deploy the CVP VXML component in a Unified CCE
• solution.
• Generate basic reports using Cisco Unified IC.

• Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
• Module 2: UCCE Configuration and Scripting
• Module 3: Unified CCE Inbound Agent Considerations
• Module 4: Unified CCE IVR / VRU Functionality
• Module 5: Additional UCCE Considerations
• Module 6: VXML Implementation
• Module 7: Cisco Unified Intelligence Center Reporting