Cisco Power Workshop

The knowledge and skills that a learner must have before attending this course are as follows:

• Familiarity with Call Center operations Microsoft Active Directory Microsoft Windows 2003 Microsoft SQL Server 2005.

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

• Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and its environment
• Configure a Cisco Unified CCE v8.0 system that routes from Cisco Unified IP IVR
• Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database
• Understand administrative scripting, translation routing concepts, and how translation routing operates
• Configure a new Cisco Unified CCE v8.0 system that routes from Cisco Unified Communications Manager v8.0
• Understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign
• Describe basic reporting characteristics of Cisco Unified Intelligence Center
• Demonstrate an overall understanding of the Cisco Unified CCE system, processes, and its environment.
• Install and configure a Cisco Unified CCE system Create routing options using an external SQL database and an Application Gateway.
• Install and configure Cisco Outbound Option.
• Install and utilize Cisco Support Tools, Cisco Analysis Manager, and Cisco Unified Intelligence Center.

The Contact Centre Power Workshop v8.0 is an accelerated class combining two complete Cisco classes including Administering Cisco Unified Contact Center Enterprise (AUCCE) and Deploying Cisco Unified Contact Center Enterprise (DUCCE).

AUCCE

Administering Cisco Unified Contact Center Enterprise (AUCCE) is an instructor-led course presented by training partners to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.0 (CCE) product. This course will give you an understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will accomplish this by configuring the Cisco Unified CCE v8.0 software, use the ICM routing software to route calls from Cisco Unified IP IVR and from Cisco Unified Communications Manager. Additionally, you will use various ICM utilities to aid you in locating configuration errors and you will configure the Cisco Outbound Option.

DUCCE

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course presented by training partners to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product. This course will give you an understanding of the Cisco Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting. You will accomplish this by installing the Cisco Unified CCE software and introducing Cisco Unified CCE troubleshooting tools.