Administering Cisco Unified Contact Center Enterprise for CVP Environments(ACCE-CVP)

» Special note | Prerequisites | Audience | Skills taught | Course outline

Course code

ACCE-CVP

Skill level

Intermediate

Duration

5 days

Modality

UILT

Course type

Public or Private

Dates

Price

$4595 plus tax

June 25, June 26, June 27, June 28, June 29

This course is given on these dates and locations:

Date	Location	Delivery type
June 25, 2012	Ottawa, Ontario Toronto, Ontario Vancouver, British Columbia	UILT UILT UILT	Enroll Enroll Enroll
July 30, 2012	Calgary	ILT	Enroll
July 30, 2012	Halifax	ILT	Enroll
July 30, 2012	Montreal	ILT	Enroll
July 30, 2012	Edmonton	ILT	Enroll
July 30, 2012	Quebec City	ILT	Enroll
July 30, 2012	Ottawa, Ontario Toronto, Ontario Vancouver, British Columbia	UILT UILT UILT	Enroll Enroll Enroll
July 30, 2012	Winnipeg	ILT	Enroll
August 20, 2012	Quebec City	ILT	Enroll
August 20, 2012	Ottawa, Ontario Toronto, Ontario Vancouver, British Columbia	UILT UILT UILT	Enroll Enroll Enroll
August 20, 2012	Winnipeg	ILT	Enroll
August 20, 2012	Calgary	ILT	Enroll
August 20, 2012	Halifax	ILT	Enroll
August 20, 2012	Montreal	ILT	Enroll
August 20, 2012	Edmonton	ILT	Enroll
September 24, 2012	Calgary	ILT	Enroll
September 24, 2012	Halifax	ILT	Enroll
September 24, 2012	Montreal	ILT	Enroll
September 24, 2012	Edmonton	ILT	Enroll
September 24, 2012	Quebec City	ILT	Enroll
September 24, 2012	Ottawa, Ontario Toronto, Ontario Vancouver, British Columbia	UILT UILT UILT	Enroll Enroll Enroll
September 24, 2012	Winnipeg	ILT	Enroll

Administering Cisco Unified Contact Center Enterprise for CVP Environments (ACCE-CVP) is an instructor-led course presented 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 an 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.

Special note

This course is based on CCE version 8.X software, and (together with DBUCCE/CVP) replaces the previously known ICM Bootcamp and UCCE/ICM with CVP courses. If you run an older version of CCE, you will still benefit from this course and its content.

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Prerequisites

•Working knowledge of basic networking and components (router, switch, NIC)

•Working knowledge of Microsoft Windows Server 2003 deployed within an Active Directory environment

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Audience

The primary audience for this course is as follows:

Support personnel responsible for the daily operation of the CCE environment deployed with CVP

The secondary audience for this course is as follows:

Cisco Unified Communications system channel partners and resellers

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Skills taught

•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

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Administering Cisco Unified Contact Center Enterprise for CVP Environments (ACCE-CVP)

•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

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