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This is a 5-day instructor-led course that helps prepare learners to implement more advanced functions and options in the Cisco Unified CCE environment.

  • Course Start Date: 2019-10-14
  • Time: 09:00:00 - 17:00:00
  • Duration: 5 Day(s)
  • Location: Virtual
  • Delivery Methods(s): Virtual Instructor Led
$3,516.00
REGULAR PRICE $4,395.00 Save $879.00
October 14th
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Course Outline

Pre-Requisites

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.

Lessons

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. 

Objectives

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.

Course Outline

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 Outline

  • 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

Cancellation Policy

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.

Training Location

Virtual Classroom
Your Address

Your City, Your Province
Canada   

About Skyline Advanced Technology Services

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Skyline Advanced Technology Services provides comprehensive training for all Cisco technologies. From design, through implementation and troubleshooting, Skyline-ATS delivers Instructor Led Training (ILT) within Open Enrollment and Customized Onsite formats.  And to provide the finest hands-on experience possible, we have enriched all Cisco-certified Training Labs, to incorporate new features and functionality.  Our labs are a superset of the current Cisco labs, and we have vastly improved the content and enhanced operability. Skyline Advanced Technology Services has a long and distinguished history in partnership with Cisco for Instructor–Led Training and Curriculum Development.  As a Certified Cisco Learning Solutions Partner (CLSP), Skyline-ATS is closely aligned with Cisco Partner Development and Education (PDE), Learning@Cisco, and many other internal product teams. Over the past decade, these groups have contracted Skyline-ATS to develop numerous certified classes, for public open enrollment and private, end-user specific audiences. The classes we have developed span the entirety of Cisco technologies, disciplines and formats, including: Cisco Unified Communication, Contact Center Express, Security, Storage, Data Center, Wireless, Route / Switch and Cisco 3rd Party technologies. 

Skyline-ATS Course Development Advantage:

No other Cisco Learning Solutions Partner can offer the following:

  • Professionally trained course developers who focus, solely, on Cisco products, yet have a broad range of internetworking skills and knowledge base.
  • Our developers have "hands on experience" implementing Cisco hardware and providing real-world solutions, to corporate clientele.
  • Developers who not only author Cisco courses, but maintain leading-edge skills by delivering Cisco Instructor-led classes, directly, to a wide customer base, which enables close interaction with customers supporting production applications.

Skyline-ATS provides tremendous value-add for all Cisco-based networking education. From the depth and expertise of our instructors, to the quality of our labs, we provide the finest training available.

Our Instructors

  • Chosen by Cisco to develop and exclusively deliver the United States’ ACCELERATE Voice Training Program - For this four-week, in-depth program, we were tasked with quickly bringing Cisco Systems Engineers up to speed on new, complex voice technologies.
  • Possess considerable depth and knowledge in all aspects of Cisco Advanced Technology products, as well as all aspects of data networking - Our personnel average over 15 years of experience delivering Cisco solutions, and even more for data networking technologies.
  • Have either exclusively developed or contributed extensively to the development of many Cisco Certified courses (see Table in Section 3.1.1).
  • Are consultants, too.  When not in a classroom or developing curriculum, Skyline-ATS personnel are working, onsite, at customer locations, to implement actual production solutions.
  • Private Labs - We have built our own lab facility, for exclusive use by our students and instructors. Our students can be assured that there are no scheduling conflicts, no interruptions, and no issues.
  • State-of-the Art - Our labs are built and maintained with the latest hardware available. We pay close attention to physical configuration, topology, and software, and continually strive to create an environment that best reflects the challenges our students face, on a daily basis.

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