IT Training

Administering Cisco Unified Contact Center Enterprise for CVP Environments

ACCE-CVP
5 Days
06/24/2013 $4,695
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Description

Related Courses

Deploying Cisco Unified Contact Center Enterprise v1.0 (DUCCE)Unified Contact Center Enterprise/Intelligent Contact Manager Administration with IPIVR
Administering Cisco Unified Contact Center Enterprise for CVP Environments (ACCE-CVP) {formerly called UCCE/ICM w/CVP} is an instructor-led course presented by training partners to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.x (CCE) product deployed in a CVP environment. This course will give you an understanding of the Unified CCE v8.x from a Day 2 -Add/Move/Change perspective. We will accomplish this by performing basic and advanced UCCE administration and troubleshooting tasks that users will encounter in real world deployments. This course will also prepare students as a pre-requisite for the CVPI or DUCCE-CVP courses, which both assume that the student is already familiar with the basic operation of Unified CCE (ICM). This is not always the case, and this course will serve as a stepping stone for further UCCE educational endeavors.

•Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, processes, and its environment.
•Administer a Cisco Unified CCE v8.0 system as deployed with Unified CVP, including CTI functionality used with Unified Communications Manager.
•Create routing options using ICM MicroApps for scripting.
•Create routing options by using the External VXML solution for scripting.
•Demonstrate proficiency with regular CTI tasks of adding agents/skill(s)/phones to the UCCE environment.
•Create contingencies within scripting via ICM Admin Scripts.
•Demonstrate proficiency with various utilities within the UCCE solution for troubleshooting and support of the environment.
•Understand the CUIC component architecture of UCCE Reporting

Course Outline

Related Courses

Deploying Cisco Unified Contact Center Enterprise v1.0 (DUCCE)Unified Contact Center Enterprise/Intelligent Contact Manager Administration with IPIVR

  • Module 1: Cisco Unified Contact Center Enterprise Product Overview

  • Module 2: Cisco Unified CVP Comprehensive Basic Configuration

  • Module 3: Cisco Unified ICM Enterprise Scripting to Support Unified

  • Module 4: CTI (Agent) functionality in the CCE Environment

  • Module 5: Cisco Unified CVP VXML Overview

  • Module 6: Extended CCE Functions

  • Module 7: Cisco Unified Intelligence Center

Audience

Related Courses

Deploying Cisco Unified Contact Center Enterprise v1.0 (DUCCE)Unified Contact Center Enterprise/Intelligent Contact Manager Administration with IPIVR
The primary audience for this course is as follows:
Day 2 support personnel (Partners and Customers) who are responsible for the daily operation of the CCE environment deployed with CVP

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