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Administering Unified Contact Center Enterprise with CVP Part 2
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Administering Unified Contact Center Enterprise with CVP – Part 2 Introduction
The Administering Unified Contact Center Enterprise with CVP – Part 2 course is an advanced 5-day training specifically tailored for system engineers and support personnel who play a pivotal role in the daily operations of UCCE solutions, particularly in comprehensive CVP environments.
Building on the foundational skills acquired in UCCE Part 1, this course is the next step in our UCCE training series, offering in-depth knowledge and advanced instruction for professionals already well-versed in UCCE.
This advanced course focuses on the intricate aspects of managing complex changes, additions, and modifications within the UCCE environment.
It is the ideal progression for those responsible for Level 2-3 support and who seek to delve deeper into advanced administration aspects of UCCE, especially in contexts involving CVP.
Course Objectives
Upon completion, participants will:
- Demonstrate advanced skills in administering the ACD/PBX and IVR environments within UCCE, including proficient scripting of MicroApp and VXML solutions.
- Effectively use system tools for detailed call tracking and troubleshooting within UCCE call flows.
Prerequisites
- Completion of AUCCE Part 1 or equivalent real-world UCCE experience.
- A clear understanding of UCCE fundamentals is crucial. This course is not suitable for beginners in UCCE.
- Knowledge of Unified Communications Manager and Voice Gateways is beneficial. The VFCC course serves as an excellent foundation.
Target Audience
- Cisco Unified Communications system channel partners and resellers.
- Support personnel responsible for advanced administration and support of the UCCE environment.
Administering Unified Contact Center Enterprise with CVP – Part 2 Outline:
Cisco Unified Contact Center Enterprise Foundations
- Introduction to UCCE
- Unified CCE Architecture and Components
- UCCE Terms, Routing, and Additional Components
- Accessing UCCE Tools
CCE Configuration and Scripting Review
- Configuration Manager and Script Editor Review
- CTI Review
- Agent Skill Review
- Microapps and Media File Review
- Precision Routing Review
- Transfers and RONA Review
- Mobile Agents
Implementing Business Rules
- Advanced Scripting and Routing
- ICM Scripting Variables, Expressions, Formulae, and Functions
- Creating an Admin Script for Time of Day Routing
- Creating Feature Control Sets and Users
CCE VXML Solution
- Basic VXML Functionality
- Installing and Configuring VXML Solution
- Basic VXML – SQL Database Lookup
- Exploring Courtesy Callback
- Agent Greeting
CCE Outbound
- Introduction to Outbound Option
- Configuring Outbound Option for Agent and IVR Campaigns
CCE Support Considerations
- Supporting UCCE
- Diagnostic Framework Suite
- UCCE Support
- Tracking an Agent Call through the Database
$4195.00
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5 Days Course |