Cisco Unified Contact Center Enterprise Administration v1.0(AUCCE)

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

Course code

AUCCE

Skill level

Intermediate

Duration

5 days

Modality

Course type

Public or Private

Price

$3695 plus tax

This course is given on these dates and locations:

Date	Location	Delivery type
July 16, 2012	Calgary	ILT	Enroll
July 16, 2012	Halifax	ILT	Enroll
July 16, 2012	Montreal	ILT	Enroll
July 16, 2012	Edmonton	ILT	Enroll
July 16, 2012	Ottawa, Ontario Toronto, Ontario Vancouver, British Columbia	UILT UILT UILT	Enroll Enroll Enroll
July 16, 2012	Quebec City	ILT	Enroll
July 16, 2012	Winnipeg	ILT	Enroll

Administering Cisco Unified Contact Center Enterprise (AUCCE) 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 (CCE) product using IP IVR as a IVR/VRU solution. This course will give you an understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option. You will accomplish this by configuring the Cisco Unified CCE software, use the ICM routing software to route calls from Cisco Unified IP IVR and from Cisco Unified Communications Manager. Additionally, you will use various ICM utilities to aid you in locating configuration errors and you will configure the Cisco Outbound Option.

This course is based on CCE version 8.X software, and (together with DUCCE) replaces the previously known IPCCE, UCCE/ICM with IP IVR, ICM PT1, ICM PT2 and ICM Bootcamp courses. Even if you run a version of CCE prior to 8.X, you will benefit from this course and its content.

Special note

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Prerequisites

Familiarity with call center operations
Microsoft Active Directory
Microsoft Windows 2003
Microsoft SQL Server 2005

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Audience

Cisco Unified Communications system channel partners and resellers
System engineers
Customers who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products
Basically, anyone requiring â€œDay 2 Support Knowledgeâ€ of this product - you need this class!

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Skills taught

Demonstrate an overall understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and its environment
Configure a Cisco Unified CCE system that routes from Cisco Unified IP IVR
Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database
Understand administrative scripting, translation routing concepts, and how translation routing operates
Configure a new Cisco Unified CCE system that routes from Cisco Unified Communications Manager
Understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign
Describe basic reporting characteristics of Cisco Unified Intelligence Center

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Cisco Unified Contact Center Enterprise Administration v1.0 (AUCCE)

Module 1: Cisco Unified Contact Center Enterprise Product Overview
Module 2: Configuring Cisco Unified Contact Center Enterprise
Module 3: Extended Functions
Module 4: Administrative Scripts and Translation Routing
Module 5: Configuring a Second Peripheral
Module 6: Configuring Cisco Outbound Option
Module 7: Cisco Unified Intelligence Center

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