Cisco UCCE Administration & Troubleshooting - $3,495
Cisco Unified Contact Center Enterprise Administration (UCCE-A) is a 5-day instructor-led course that prepares learners to administer the Cisco Unified CCE v11.5 solution. This course will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution and requirements for basic ACD and IVR configurations to include using ICM Configuration Manager and associated utilities, setting up agents, providing for basic IVR activities, and using the Cisco Finesse Agent desktop.
Course Agenda
Cisco Unified Contact Center Enterprise Overview
Presenting Cisco Unified Contact Center Enterprise
- Cisco Unified CCE Solutions
- New/Deprecated Features and Enhancements
- Cisco Unified CCE Reference Designs
- Cisco Unified CCE Reference Design Specifications
- Cisco Unified CCE Core Components
- Optional Cisco Components
- Optional Third-Party Components
- Cisco Unified CCE Solution Integrated Features
- Solution Administration
- Compatibility
Cisco Unified CCE Core Components
Cisco Unified Communications Manager
- Cisco Unified CM Cluster Nodes
- Cisco Unified CM Database Architecture
- Intracluster Communications
- Call Processing Subscriber Redundancy
- CTI Manager Service
- Partitions and Calling Search Spaces
- Basic Call Handling
- Agent Phones
Cisco Unified CCE/ICM
- Definitions
- Traditional ICM
- Traditional ICM Deployment Models
- ICM Components
- ICM Databases
- ICM Terms
Cisco Unified CVP
- Cisco Unified CVP Product Components
- Additional Components
- Cisco Unified CVP Functional Deployment Models
Cisco Unified CCE Options
- Optional Cisco Unified CCE Components
- Cisco Unified CCE Third-Party Components
- Cisco Unified CCE Integrated Features
- Solution Administration
Basic Call Flow Models
- Call Flow Types
- Traditional ICM Pre-route
- Traditional ICM Post-route
- Cisco Unified CCE Call Flow
- Traditional ICM Translation Routing
- Translation Route to VRU
Implementing Business Rules
Advanced Scripting and Routing
- Importing and Exporting ICM Scripts
- Script Explorer
- Script Locks
- Select Customer
- Find Node ID
- Script Real-time
- Script Queue Real-Time
- Reporting
- Area Code Routing
- Route Select Node
- Congestion Control
- Supervisor/Emergency Assistance Scripting
ICM Scripting Variables, Expressions, Formulas, and Functions
- Review ICM Variables
- Formula Editor
- Built-In Functions
- Custom Functions
Silent Monitoring and Recording
- Network-Based Recording
- Phone-Based Recording
Advanced CVP Configurations
- Configuring CVP Components
- CVP Outbound Messaging
- Uploading Scripts and Media
Using Finesse Administration
Finesse Overview
- Define Finesse
- Finesse Architecture
- Finesse Gadgets
Finesse Administration
- The Administration Interface
- Agent Request APIs
- Settings
- Call Variables Layouts
- Desktop Layout
- Phone Books
- Reasons
- Team Resources
- Workflows
Finesse IP Phone Agent
- Define IP Phone Agent
- Configuring IP Phone Agent
Using CVP VoiceXML Applications
Basic VoiceXML Functionality
- Describe VoiceXML Applications
- Configuring for VoiceXML
Using Call Studio
- Describe the Call Studio Environment
- Describe Elements and How to Configure Them
- Using Tag Substitution
- Starting a New Project
- Importing an Existing Project
- Validating and Saving a Project
- Deploying a Project as an Application
- Admin and Project Batch Files
ICM Scripting for VoiceXML Applications
- Invoking a VoiceXML Application
- ECC Variable Settings for VoiceXML Applications
- Passing Information To/From a VoiceXML Application
Accessing an External Database
- Overview of Database Access
- Adding a JDBC Driver
- Configuring the JNDI Context Information
- Using the Database Element in Call Studio
- Returning the Information to ICM
Translation Routing
Traditional Translation Routing
- Translation Routing Concepts
- Translation Routing Requirements
- Translation Routing Call Flow
Translation Routing to CVP
- Translation Routing Requirements
- Translation Routing Call Flow
- Translation Routing Configurations
Configuring Cisco Unified CCE Options
Cisco Outbound Option
- Define Outbound Option
- Outbound Components
- Configuring an Agent-Based Campaign
- Configuring an IVR-Based Campaign
Courtesy Callback
- Define Courtesy Callback
- Components of Courtesy Callback
- Call Flow
- Courtesy Callback Configurations
- ICM Scripting for Courtesy Callback
Agent Greeting/Whisper Announcements
- Define Agent Greeting and Whisper Announcements
- Creating Agent Greetings
- Creating Whisper Announcements
- Invoking Agent Greeting/Whisper Announcements
Mobile Agent
- Describe Mobile Agent
- Mobile Agent Call Modes
- Mobile Agent Requirements
- Mobile Agent Configurations
CUIC Reporting for the Advanced User
CUIC Overview
CUIC Administration
- User Management
- Device Management
- Control Center
- Report Scheduler Email Settings
- CCE User Integration
Importing and Using CVP Reports
- Find and Import CVP Stock Reports
- Run CVP Stock Reports
- Setting Up Gateway and Trunk Group Reporting
Custom Reporting
- Custom Reporting Requirements and Key Concepts
- Using Value Lists and Collections
- Understanding Report Definitions
- Creating a Report Definition
- Creating a New Report
- Call Detail Reporting
100% Focus on Cisco Collaboration Training with World Wide Schedules. Show Details 
Now you can train your team and save money on each course for each person. Show Details 
Displays a list of short frequently asked questions with various visual options available that can be organised by product and/or category. Show Deatils 
