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Cisco Unified Contact Center Enterprise Bootcamp (UCCEB)

Course Description Schedule
 

Who Should Attend

  • Channel Partner / Reseller
  • Customer
  • Employee

Prerequisites

Attendees should meet the following prerequisites: Familiarity with Call Center operations Microsoft Active Directory Microsoft Windows 2003 Microsoft SQL Server 2005. Strong knowledge of Microsoft Windows Server 2003 and Active Directory Administering Cisco Unified Contact Center Enterprise v1.0

Course Objectives

After you complete this course you will be able to:

  • Demonstrate an overall understanding of the Cisco Unified Contact Center Enterprise (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 the Cisco Unified Intelligence Center.
  • Demonstrate an overall understanding of the Cisco Unified CCE system, processes, and its environment.
  • Install and configure a Cisco Unified CCE system Create routing options using an external SQL database and an Application Gateway.
  • Install and configure Cisco Outbound Option.
  • Install and utilize Cisco Support Tools, Cisco Analysis Manager, and Cisco Unified Intelligence Center.

Course Content

The UCCEBC combines the content of AUCCE and DUCCE. Administering Cisco Unified Contact Center Enterprise (AUCCE) is presented by training partners, system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise (Cisco Unified CCE) product. This course will give you an understanding of the Cisco Unified CCE system, the Intelligent Contact Management (ICM) routing application, and the Cisco Outbound Option. We 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 configure the Cisco Outbound Option. Deploying Cisco Unified Contact Center Enterprise (DUCCE) is 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. This course will give you an understanding of the Cisco Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting. You will accomplish this by installing the Cisco Unified CCE software and introducing Cisco Unified CCE troubleshooting tools.

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

DUCCE

  • Module 1: Cisco Unified Contact Center Enterprise Overview.
  • Module 2: Cisco Unified Contact Center Enterprise Component Architecture.
  • Module 3: Installing Cisco Unified Contact Center Enerprise.
  • Module 4: Database and Application Driven Routing Options.
  • Module 5: Installing Cisco Outbound Options
  • Module 6: Reporting and Maintenance Tools.
Classroom Training
Modality: C

Duration 10 days

Price (VAT excl.)
  • Belgium: 5,495.- €
  • The Netherlands: 5,495.- €
Dates and Booking
 
Schedule

Currently there are no training dates scheduled for this course.  Enquire a date