All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform to these capabilities:
Windows (preferred), Mac and Linux operating systems supported.
Access to the internet with speeds greater than 1 Mbps.
Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
Must have or the ability to install Cisco AnyConnect VPN software and Cisco IP Communicator.
Must have the ability to use Remote Desktop Connection for access to lab servers.
Headsets for audio communications can be helpful.
Working knowledge of Cisco networking and components such as routers and switches.
Working knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
Attendance in Cisco Unified CCE Administration classes (AUCCE1 or UCCE-A) or equivalent real world experience. This class will assume the student has a basic working knowledge of Cisco Unified CCE and its administration.
Cisco Unified Contact Center Enterprise Advanced Administration (UCCE-AA) is a 5-day instructor-led course that helps prepare learners to implement more advanced functions and options in the Cisco Unified CCE environment. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco Finesse Administration, using VoiceXML applications, accessing an external database, and translation routing. This course will also provide students with the capability of implementing Cisco Options such as the Cisco Outbound Option, Courtesy Callback, and Agent Greetings and Whisper announcements. And finally, the student will learn about advanced reporting topics such as advanced administration, importing reports, and custom reporting.Â
Upon completing this course, the learner will be able to meet these overall objectives:
- Understand CCE solutions, architecture, solution options, deployment models, integrated features and call flow options.
- Apply advanced scripting principles using the expression editor and custom functions and implement silent monitoring and recording.
- Understand Cisco Finesse administration and how to set up reason/wrap-up codes, desktop layout, custom variables, and workflow applications and implement Finesse IP Phone Agent.
- Understand and implement VoiceXML applications and configure access to an external database via the VXML Server.
- Understand the concepts behind translation routing to include when, why, and how to implement translation routing in a Cisco Unified CCE or traditional ICM environment.
- Implement Cisco Unified CCE Options including Cisco Outbound dialing, Courtesy Callback, Agent Greeting/Whisper announcements, and Mobile Agent.
- Understand advanced CUIC reporting concepts including administration, importing reports, and custom reporting.
Who Should Attend
- Cisco Unified Communications system channel partners and resellers.
- System and technical support engineers.
- Customers who are deploying and maintaining Cisco Unified CCE solution products.
Module 1 Cisco Unified Contact Center Enterprise Overview
Lesson 1: Presenting Cisco Unified Contact Center Enterprise
Lesson 2: Cisco Unified CCE Core Components
Lesson 3: Cisco Unified CCE Options
Lesson 4: Basic Call Flow Models
Module 2: Implementing Business Rules
Lesson 1: Advanced Scripting and Routing
Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions
Lesson 3: Silent Monitoring and Recording
Lesson 4: Advanced CVP Configurations
Module 3: Using Finesse Administration
Lesson 1: Finesse Overview
Lesson 2: Finesse Administration
Lesson 3: Finesse IP Phone Agent
Module 4: Using CVP VoiceXML Applications
Lesson 1: Basic VoiceXML Functionality
Lesson 2: Using Call Studio
Lesson 3: ICM Scripting for VoiceXML Applications
Lesson 4: Accessing an External Database
Module 5: Translation Routing
Lesson 1: Traditional Translation Routing
Lesson 2: Translation Routing to CVP
Module 6: Configuring Cisco Unified CCE Options
Lesson 1: Cisco Outbound Option
Lesson 2: Courtesy Callback
Lesson 3: Agent Greeting/Whisper Announcements
Lesson 4: Mobile Agent
Module 7: CUIC Reporting for the Advanced User
Lesson 1: CUIC Overview
Lesson 2: CUIC Administration
Lesson 3: Importing and Using CVP Reports
Lesson 4: Custom Reporting
- Lab 1-0: Setting up your VPN and Student CIPC
- Lab 2-1: Advanced Scripting and Routing
- Lab 2-2: Building Expressions and Custom Functions
- Lab 3-1: Cisco Finesse Configurations
- Lab 3-2: Implementing IP Phone Agent
- Lab 4-1: Creating a Project in Call Studio
- Lab 4-2: Integrate VXML Applications with ICM Scripts
- Lab 4-3: Configure Database Lookup using Cisco Unified CVP
- Lab 6-1: Configure an Agent-based Outbound Campaign
- Lab 6-2: Configure a Transfer to IVR-based Outbound Campaign
- Lab 6-3 Implement Cisco Courtesy Callback
- Lab 6-4: Configure Agent Greeting
- Lab 7-1: Using CUIC Administration
- Lab 7-2: Creating a Custom Report
Cancellations and/or transfers with full refund will be allowed up to 10 business days prior to the start date of the course. Cancellations and/or transfers must be submitted in writing via fax at 888-596-7378 or email. With approved cancellation, reenrollment must be completed within 6 months or funds will be forfeited. Cancellations and/or transfer notices received after 9 business days prior to the start day of a course are not permitted. If a student does not attend a class and the required notification was not provided, funds will be forfeited and a rescheduling of the course will not be allowed. Rescheduling of a class is only permitted any time before 10 business days prior to the class start date.
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