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Sale Cisco > Cisco Unified Contact Center Enterprise Specialist > AUCCE1 and AUCCE2 Training

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Dec 11, 2017 - Online*
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AUCCE1 and AUCCE2 Training

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AUCCE1 and AUCCE2 Training

About This IT Training:

Exam Number: 600-460
Exam Name: Administering Unified Contact Center Enterprise with CVP, Parts 1 & 2
Certifications: Cisco Unified Contact Center Enterprise Specialist
Single-User License  

Administering Unified Contact Center Enterprise (AUCCE) with CVP Parts 1 & 2 Training

This course combines both Administering Cisco Unified Contact Center Enterprise (AUCCE) Part I and AUCCE Part 2 into an accelerated five-day format. Learners should be prepared to stay longer hours each day and meet the basic prerequisites.

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 Unified Contact Center enterprise (UCCE) environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution. 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 & switches) 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 suggested.

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 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 CUIC Reporting functionality including running stock reports and creating dashboards.

Course Outline


AUCCE 1

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

  • Lesson 2: Unified CCE Architecture and Components

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 6: External VXML Implementation

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

Labs:


Lab 1-1: Check out the Lab Environment

Lab 1-2: Explore Voice Gateway

Lab 1-3: Explore CVP and ICM Servers

Lab 2-2: 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 5-4: Implement Administrative Scripts

Lab 5-5: Configure Calls Using SIP with Proxy

Lab 5-6: CTI Route Points for UCCE Calls and Transfers

Lab 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


AUCCE 2


Module 3: Implementing Business Rules

  • Lesson 1: Advanced Scripting and Routing
  • Lesson 2: ICM Scripting Variables, Expressions, Formulae and Functions
  • Lesson 3: Creating and Admin Script for Time of Day Routing
  • Lesson 4: Creating Feature Control Sets and Users


Module 4: CCE VXML Solution

  • Lesson 1: Basic VXML Functionality
  • Lesson 2: Installing and Configuring VXML solution
  • Lesson 3: Basic VXML - SQL Database Lookup
  • Lesson 4: Exploring Courtesy Callback
  • Lesson 5: Agent Greeting

Module 6: CCE Support considerations

  • Lesson 1: Supporting UCCE
  • Lesson 2: Diagnostic Framework Suite
  • Lesson 3: UCCE Support
  • Lesson 4: Tracking an Agent call through the Database

Labs


Lab 1-1: Check out the Lab Environment

Lab 2-1: Administering ICM Dialed Numbers and Call Types

Lab 2-2: Media Files and Variables in ICM Scripting

Lab 2-3: Basic IVR Scripting with MicroApps

Lab 2-4: Configure ICM for basic Agent and Skill Group Functionality

Lab 2-5: Configure UCM for Agent Functionality

Lab 2-7: Scripting for Skill Groups and Queuing

Lab 2-8: Configuring Precision Routing

Lab 2-9: RONA

Lab 2-10: CTI Route Point Initiated Calls

Lab 2-11: Agent initiated transfers into UCCE using the ICM Dialed Number Plan

Lab 2-12: Configure Calls using SIP with Proxy

Lab 3-1: Administrative Scripting

Lab 3-2: Feature Control Sets and Users

Lab 4-1: VXML Server Configuration and Call Studio Installation

Lab 4-2: Create and Deploy a Basic Call Studio Project

Lab 4-3: Integrate VXML Applications with ICM Script

Lab 4-4: SQL DB Lookup Functionality for VXML

Lab 4-5: Courtesy Callback

Lab 4-6: Agent Greeting




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