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APCCE Training
About This IT Training:
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APCCE Training Course
Administering
Packaged Contact Center Enterprise (APCCE) is a five-day instructor-led
class that provides students with an introduction and understanding of
Cisco Unified Contact Center Enterprise basics and components.
APCCE is an administration course focusing on the day-to-day tasks
needed to manage a Cisco deployed Packaged Contact Center Enterprise
environment.
While the class will focus on the ICM
web administration tool, students will also be introduced to the
supporting Call Manager and CVP configurations and administration
requirements.
The class begins with an
introduction to contact center operations and KPIs and then covers the
administration and configuration of the most frequently addressed
contact center parameters including; Agents, Agent Teams, Skill Groups,
Precision Queues, Front End VRU Scripts, Call Flows and Scripting, and
Reporting and Security. Student understanding of each of the
topics covered will be reinforced through the use of practical hands on
labs and workshops.
Finally, students will be given
the opportunity to implement a practical business case utilizing their
newfound PCCE knowledge. The business case will be presented as a set of
requirements which students will be required to analyze, configure and
script from the ground up. Once completed, students will be encouraged
to present their completed solution for an ’acceptance test’.
As an administration class, we will assume that the
deployment is complete and the underlying telephony platform(s) have
been successfully delivered.
What's
Included
- Comprehensive study materials
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.
APCCE Training
Prerequisites
- Working knowledge of Unified
Communications Manager and Voice Gateways
- A basic
understanding of contact center
operations
APCCE Course
Content
After completing this course, students will be able to
perform the tasks associated with the adds, moves and changes and
reporting within the contact center, and in addition take a complex
business case from concept through call flow to a working
deployment.
ACS v5.2 Training
Course Outline
Module 1: Introducing UCCE
- Lesson 1: Contact Center
Basics
- Lesson 2: PCCE
Components
- Lesson 3: Packaged
CCE
- Lesson 4: Agent Desktop
Options
Module 2: PCCE Terms and
Additional Components
- Lesson 1:
Terms
- Lesson 2: Additional
Components
Module 3: PCCE
Administration
- Lesson 1: Web Administration
Access
- Lesson 2: Working with
Agents
- Lesson 3: Working with Agent
Attributes
- Lesson 4: Agent Desk
Settings
- Lesson 5: Introducing Precision
Queues
- Lesson 6: Working with Reason
codes
- Lesson 7: Working with Skill
groups
- Lesson 8: Agent
Teams
- Lesson 9: Understanding Bucket
Intervals
- Lesson 10: Working with Call
types
- Lesson 11: Working with Dialed
Numbers
- Lesson 12: Understanding Expanded Call
Variables
- Lesson 13: Introducing Network VRU
Scripts
- Lesson 14: Using Bulk
Loads
- Lesson 15: Introducing System
Information
- Lesson 16: System
Settings
- Lesson 17: Agent
Trace
- Lesson 18: Log
Collections
- Lesson 19: Departments and
Roles
Module 4: Accessing PCCE
Tools
- Lesson 1: Accessing
UCM
- Lesson 2: Accessing ICM
- Lesson
3: Accessing CVP
- Lesson 4: Accessing Voice
Gateways
Module 5: PCCE
Configuration and Scripting
- Lesson 1: Script Editor
Overview
- Lesson 2: Scripting for
CVP
Module 6: Agent Support
Consideration
- Lesson 1: CTI
Options
- Lesson 2: ICM Agent
Configuration
- Lesson 3: UCM Agent
Configuration
- Lesson 4: ICM Agent
Scripting
Module 7: Scripting
with Microapps
- Lesson 1:
Microapps
- Lesson 2: ECC
Variables
- Lesson 3: Media
Server
- Lesson 4: Prompt Caching
considerations
- Lesson 5: ICM Configuration
steps
- Lesson 6: Building a Simple Script using
Microapps
Module 8: Reporting
Considerations
- Lesson 1: Touch
Points
- Lesson 2: Reporting
Objects
Module 9: Precision
Routing
- Lesson 1:
Overview
- Lesson 2:
Attributes
- Lesson 3: Building a Precision
Queue
- Lesson 4: Using Dynamic Queues and Call
types
Module 10: RONA
- Lesson 1: Understanding
RONA
Module 11: Basic VXML
Functionality
Module 12: Reporting
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CIS-TR-APCCE-01