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Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1)

 

Who should attend

  • The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles.
  • Managers overseeing UCCE deployments

Prerequisites

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

  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, 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:
  • Basic understanding of contact center operations

Course Objectives

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.

Follow On Courses

Course Content

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 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.

Online Training

Duration 5 days

Price (excl. tax)
  • Country: AT
    2,990.- €
Digital courseware
Classroom Training

Duration 5 days

Price (excl. tax)
  • Austria:
    Country: AT
    2,990.- €
  • Germany:
    Country: DE
    3,190.- €
  • Switzerland:
    Country: CH
    CHF 3,750.-
incl. catering
Catering includes:

  • Coffee, Tea, Juice, Water, Soft drinks
  • Pastry and Sweets
  • Bread
  • Fresh fruits
  • Lunch in a nearby restaurant

* Catering information only valid for courses delivered by iTLS.


Digital courseware

Schedule

Europe
Austria

Currently no local training dates available.  For enquiries please write to info@itls.at.

France
Paris
This is a FLEX course, which is delivered both virtually and in the classroom. All FLEX courses are also Instructor-led Online Trainings (ILO). Until 30.06. we offer our courses also as online trainings.
Russian
1 hour difference
Online Training This is an Russian language FLEX course.
Time zone: Moscow Time (MSK)
Online Training This is an Russian language FLEX course.
Time zone: Eastern European Summer Time (EEST)
Online Training This is an Russian language FLEX course.
Time zone: Moscow Time (MSK)
Online Training This is an Russian language FLEX course.
Time zone: Moscow Time (MSK)
Online Training This is an Russian language FLEX course.
Time zone: Moscow Time (MSK)
Online Training This is an Russian language FLEX course.
Time zone: Eastern European Time (EET)
2 hours difference
Online Training This is an Russian language FLEX course.
Time zone: Moscow Time (MSK)
This is a FLEX course, which is delivered both virtually and in the classroom. All FLEX courses are also Instructor-led Online Trainings (ILO). Until 30.06. we offer our courses also as online trainings.