Administering Cisco Unified Contact Center Enterprise for CVP Environments (ACCE-CVP)

This course will give you an understanding of the Unified CCE v8.x from an Add/Move/Change perspective.

Course Outline

Administering Cisco Unified Contact Center Enterprise for CVP Environments (ACCE-CVP) is an instructor-led course presented to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.x (CCE) product deployed in a CVP environment. This course will give you an understanding of the Unified CCE v8.x from an Add/Move/Change perspective. We will accomplish this by performing basic and advanced UCCE administration and troubleshooting tasks that users will encounter in real world deployments. This course will also prepare students as a pre-requisite for the CVPI or DUCCE-CVP courses, which both assume that the student is already familiar with the basic operation of Unified CCE (ICM). This is not always the case, and this course will serve as a stepping stone for further UCCE educational endeavors.

Special note

This course is based on CCE version 8.X software, and (together with DBUCCE/CVP) replaces the previously known ICM Bootcamp and UCCE/ICM with CVP courses. If you run an older version of CCE, you will still benefit from this course and its content.

Audience
The primary audience for this course is as follows:

• Support personnel responsible for the daily operation of the CCE environment deployed with CVP

The secondary audience for this course is as follows:

• Cisco Unified Communications system channel partners and resellers

Skills taught

• Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, processes, and its environment.
• Administer a Cisco Unified CCE v8.0 system as deployed with Unified CVP, including CTI functionality used with Unified Communications Manager.
• Create routing options using ICM MicroApps for scripting.
• Create routing options by using the External VXML solution for scripting.
• Demonstrate proficiency with regular CTI tasks of adding agents/skill(s)/phones to the UCCE environment.
• Create contingencies within scripting via ICM Admin Scripts.
• Demonstrate proficiency with various utilities within the UCCE solution for troubleshooting and support of the environment.
• Understand the CUIC component architecture of UCCE Reporting

Course Outline

• Module 1: Cisco Unified Contact Center Enterprise Product Overview
• Module 2: Cisco Unified CVP Comprehensive Basic Configuration
• Module 3: Cisco Unified ICM Enterprise Scripting to Support Unified
• Module 4: CTI (Agent) functionality in the CCE Environment
• Module 5: Cisco Unified CVP VXML Overview
• Module 6: Extended CCE Functions
• Module 7: Cisco Unified Intelligence Center

Additional Details

Pre-Requisites

* Working knowledge of basic networking and components (router, switch, NIC) * Working knowledge of Microsoft Windows Server 2003 deployed within an Active Directory environment

Certificates offered

Certificate of Completion

Cancellation Policy

Public Schedule - Instructor Led Training:
Cancellation notice of 10 (ten) business days is required to cancel a course without penalty. Cancellation of less than 10 (ten) business days prior to the start of the course or non-attendance will result in a charge of 100% of the course cost.
Group (Dedicated) Training: Cancellation notice of 15 (fifteen) days is required to cancel a private course without penalty. Cancellation of less than 15 (fifteen) days will result in a charge of 100% of the private training cost.

Substitutions of enrolled students in scheduled classes are permitted prior to the class start on the first day. ARP's choice of instructor for any course is subject to change.

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