Special Offers | My Account | Log In
  0 items in your cart


Search: Boson Sites | Products
Sale Cisco > Cisco Unified Contact Center Enterprise Specialist > AUCCE Part 2 Training

Upcoming Dates:

Don’t see the date you want? Contact us.
Price: $3795

Call 813-925-0700 (opt 2) to request this class.

AUCCE Part 2 Training

Class Delivery Methods
Request a private class

Contact Us:

813-925-0700 (opt 2)
877-333-EXAM (opt 2)
FAX: 813-925-3957
EMAIL: Boson Training

Full Course List

Request More Information


AUCCE Part 2 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 2 Training

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is an advanced five-day instructor-led course for system engineers and customers who will be involved with day two support of a UCCE solution deployed in a Costumer Voice Portal (CVP) comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment.

This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The AUCCE Part 1 course or equivalent prior experience is a prerequisite for attending this course. The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.


What's Included

  • Comprehensive study materials
  • Remote lab access

Boson Training Class Guarantee

All of our Cisco and Microsoft courses come with our Boson Training Class Guarantee, which means if you don't pass, you can attend the class again for no charge. Learn more.


Prerequisites

The knowledge and skills that a learner should have before attending this course are as follows:
  • Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course.
  • DO NOT take this course if you are new to UCCE.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful.

Course Objectives

Upon completing this course, the learner will be able to:
  • Demonstrate advanced proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.
  • Demonstrate advanced proficiency with add/move/change of the Interactive Voice Response (IVR) (prompt/collect) environment of UCCE including both MicroApp and Voice Extensible Markup Language (VXML) solution scripting (ICM Scripting and Call Studio scripting).
  • Demonstrate effective use of system tools to track and troubleshoot a call within a call flow.

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: CCE Configuration and Scripting Review

  • Lesson 1: Configuration Manager and Script Editor Review
  • Lesson 2: CTI Review
  • Lesson 3: Agent Skill Review
  • Lesson 4: Microapps and Media File Review
  • Lesson 5: Precision Routing Review
  • Lesson 6: Transfers and RONA Review
  • Lesson 7: Mobile Agents

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 5: CCE Outbound

  • Lesson 1: Introduction to Outbound Option
  • Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

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

Lab Outline

  • 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: 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 2-6: Install CTIOS Agent Desktop(Optional)
  • 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
  • Lab 5-1: Configure SIP Outbound Dialer Basic Agent Campaign
  • Lab 5-2: Challenge Lab: Build IVR campaign
  • Lab 6-1: Using Troubleshooting Tools
  • Lab 6-2: Track a call thru RCD and TCD
  • Lab 6-3: Instructor generated Break/Fix lab




Related Products

AUCCE Part 1 Training

Be the first to review this product. If you have used this product, you can review it on your account page. You must be logged in to review products.


CIS-TR-AUCCE2-01