Through targeted instruction and a series of hands on labs, this course will provide students with a fundamental understanding of Cisco Unified Communications and Unified Contact Center Enterprise environment. It introduces students to the basic role and operation of Unified Communications Manager, ICM, CVP and Unity Connection (UC).
Module 1: Exploring Communications Manager and Unity Connection
Describe, at a high level, the Cisco Communications Manager and Unity connection solution
Describe the role of Cisco Unified Communications Manager Clusters
Navigate the Cisco Unified Communications Manager administration tools
Provision a phone with Cisco Unified Communications Manager
Explore the use of Cisco Unified Communications Manager phone templates
Explore Device pools
List and discuss the relevance and importance of Cisco Unified Communications Manager features and services
Describe functionality of Unity Connection as a Voice Mail and/or Auto Attendant Solution
Configure Voice Mail Users and Mail box features
Configure Unity Connection Call Handlers
Module 2: Exploring Unified Contact Center Enterprise (UCCE)
Describe, the Cisco UCCE solution, including components and KPIs
Examine a UCCE/CVP comprehensive call flow
Access the Cisco UCCE administration tool set
Module 3: Basic configuration and scripting for Agent Support
Utilize Cisco Unified Contact Center Enterprise Configuration manager
Utilize Cisco Unified Contact Center Enterprise Script Editor
Utilizing trouble shooting and verification tools within the UCCE administration tools program group
Introduction to variables
Adding skill groups and agents to a Cisco Unified Contact Center Enterprise deployment
Module 4: Scripting for CVP
Understand the use and function of microapps
Discuss the management tasks associated with CVP media files
Build a simple script to support CVP functionality (Prompt, collect and queue)
Module 5: Advanced Considerations
Understand the use of reporting touch points in a Cisco Unified Contact Center Enterprise script
Implementing precision routing using precision queues and agent attributes Utilizing Cisco Unified Contact Center Enterprise formula editor to create basic routing expressions
Appendix:Telephony 101 (From Semaphore to Subnets)
From Analogue to Digtal
TDM to Packet Switching
The OSI model (7 layers or 5)
Repeaters/.Switches/Routers and Gateways
Network classes and subnets
VOIP (Voice Over IP) Different from Data â€¦. How?
Getting there from here: One Packets Network Journey
This course was developed for anyone in the contact center team who would like a better understanding of the intricacies of their Cisco contact center enterprise environment This might include Business Analysts, Operations Specialists, Engineers Technicians or Managers.
This course is for you if:
Your job requires an understanding of activities, decisions, and day to day tasks of the contact center team.
You need to better understand the underlying technologies of your contact center platform
You would like to get a flying start as a prelude before diving into more specialized areas of training
You need to be better able to communicate and make/recommend decisions at a technical level
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College Credit Select curriculum offered by Babbage Simmel is part of the accredited University of Findlay's undergraduate course catalogs. For questions please E-Mail: firstname.lastname@example.org or call 614-481-4345.
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