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Sale Cisco > Cisco Unified Contact Center Enterprise Specialist > AUCCE Part 1 Training

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Nov 27, 2017 - Online*
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Dec 11, 2017 - Online*
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AUCCE Part 1 Training

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AUCCE Part 1 Training

About This IT Training:

Exam Number: 600-460
Exam Name: Administering Unified Contact Center Enterprise with CVP, Part 2
Certifications: Cisco Unified Contact Center Enterprise Specialist
Single-User License  

Administering Unified Contact Center Enterprise (AUCCE) with CVP Part 1 Training

Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1) is a five-day instructor-led course intended for system engineers and customers who will be involved with day two support of a Unified Contact Center Enterprise (UCCE) solution deployed in a Customer Voice Portal (CVP) comprehensive environment.The AUCCE Part 1 course gives the learner an understanding of the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment.

This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution. This course also serves as a good stepping-stone for the corresponding AUCCE Part 2 course, and should be considered as a prerequisite before taking Part 2. The overall goal of this course is to build an effective administrator of the solution by exposing the technical requirements of the solution and utilizing the solution tools for effective operation. The learner will be exposed to Contact Center Enterprise (CCE), Intelligent Contact Management (ICM) and Voice Extensible Markup Language (VXML) scripting in this course to ensure basic competence with the solution.


What's Included

  • Comprehensive study materials
  • Remote lab access

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Prerequisites

The knowledge and skills that a learner should have before attending this course are as follows: 
  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers and switch) is helpful but not required.
  • Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required.
  • Working knowledge of Unified Communications Manager and Voice Gateways, as detailed in the VFCC course, would be really helpful.
  • A basic understanding of contact center operations is helpful but not required.

Course Objectives

Upon completing this course, the learner will be able to: 
  • Demonstrate an overall understanding of the Cisco Unified CCE v10.x solution from a component functional level.
  • Demonstrate basic proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.
  • Demonstrate basic proficiency with add/move/change of the Interactive Voice Response (IVR) (prompt/collect/queue) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting).
  • Configure a Supervisor to enable Cisco Unified Intelligence Center (CUIC) Reporting functionality including running stock reports and creating dashboards.

Course Outline


Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • Lesson 3: UCCE Terms, Routing and Additional Components
  • Lesson 4: Accessing UCCE Tools


Module 2: UCCE Configuration and Scripting

  • Lesson 1: Configuration Manager
  • Lesson 2: ICM Script Editor Overview
  • Lesson 3: Scripting for CVP


Module 3: CCE Inbound Agent Considerations

  • Lesson 1:CTI Options Overview
  • Lesson 2: Configure ICM for Agent Functionality
  • Lesson 3: Configure UCM for Agent Functionality
  • Lesson 4: Scripting ICM for Agent Functionality


Module 4: Unified CCE IVR/VRU Functionality

  • Lesson 1: Basic IVR Scripting with MicroApps
  • Lesson 2: ICM MicroApps
  • Lesson 3: ICM Scripting Using MicroApps


Module 5: Additional UCCE Considerations

  • Lesson 1: ICM Considerations for Reporting and Monitoring
  • Lesson 2: Precision Routing
  • Lesson 3: RONA


Module 6: External VXML Implementation

  • Lesson 1: Basic VXML Functionality
  • Lesson 2: Installing and Configuring VXML


Module 7: Cisco Unified Intelligence Center (CUIC) Reporting

  • Lesson 1: CUIC Overview
  • Lesson 2: CUIC Reporting


Labs

  • Lab 1-1: Check out the Lab Environment
  • Lab 1-2: Explore Voice Gateway
  • Lab 1-3: Explore CVP and ICM Servers
  • Lab 2-1: Tools and Utilities for Administering ICM Dialed Numbers and Call Types
  • Lab 2-2: Prepare a simple Label Script
  • Lab 2-3: Using ICM Tools for ICM Scripts
  • Lab 3-1: Configure ICM for Agent Functionality
  • Lab 3-2: Configure UCM for Agent Functionality
  • Lab 3-3: Install Agent/Supervisor Desktop and test login
  • Lab 3-4: Basic Skill Group functionality in an ICM Script
  • Lab 4-1: Media Files and Variables in ICM Scripts
  • Lab 4-2: Basic IVR Scripting with MicroApps
  • Lab 5-1: Configuring CCE for Monitoring and Reporting
  • Lab 5-2: Configuring and using Precision Queues
  • Lab 5-3: RONA
  • Lab 5-4: Implement Administrative Scripts
  • Lab 5-5: Configure Calls Using SIP with Proxy
  • Lab 5-6: CTI Route Points for UCCE Calls and Transfers
  • Lab 5-7: CCMP
  • Lab 6-1: VXML Server Configuration and Call Studio Installation
  • Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project
  • Lab 6-3: Integrate VXML Applications with ICM Script
  • Lab 7-1: More CUIC Reports, including a Dashboard of our favorite reports




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