This course runs for a duration of 5 Days.
The class will run daily from 9:00 AM CST to 5:00 PM CST.
Class Location: Virtual LIVE Instructor Led - Virtual Live Classroom.
Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1) is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.
Objectives
Upon completing this course, the learner will be able to meet these overall objectives:
Who Should Attend
The primary audience for this course is as follows:
Lab Outline
Lab 1-0: Setting up your VPN and SIP phone
Lab 1-1: Configuring Cisco Unified Communications Manager
Lab 1-2: Explore CVP and ICM Servers
Lab 2-1: Tools and Utilities for Administering ICM Dialed Numbers and Call Types
Lab 2-2: Prepare a Simple Script
Lab 2-3: Use ICM Tools for ICM Scripts
Lab 3-1: Configure ICM for Basic Agent and Skill Group Functionality
Lab 3-2: Configure CUCM for Agent Functionality
Lab 3-3: Install CTIOS Agent Desktop
Lab 3-4: Testing Basic Skill Group functionality in an ICM Script
Lab 4-1: Media Files and Variables in ICM Scripting
Lab 4-2: Basic IVR Scripting with MicroApps
Lab 5-1: Configure CCE for Monitoring and Reporting
Lab 5-2: Configuring Precision Routing
Lab 5-3: Configuring Ring No Answer (RONA)
Lab 5-4: Implement Administrative Scripts
Lab 5-5: CTI Route Point Initiated Calls
Lab 6-1: VXML Server Configuration and Call Studio Installation
Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project
Lab 6-3: Integrate VXML Applications with an ICM Script
Lab 7-1: CUIC Reports and Dashboards
The knowledge and skills that a learner must have before attending this course are as follows: