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AUCCE1 - Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0 (AUCCE1)

  • Overview
  • Who Should Attend
  • Certifications
  • Prerequisites
  • Objectives
  • Content
  • Schedule
Course Overview

Duration: 5 days

This course is intended for system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. You will learn the requirements for performing routine adds, moves, and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution or who may be responsible for Level 1-2 support of the solution.

Who Should Attend

  • Channel partners and field support personnel who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles

  • Day 1 and Day 2 support personnel

  • Managers overseeing UCCE deployments

Course Certifications

This course is part of the following Certifications:


  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required

  • Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required

  • Working knowledge of Unified Communications Manager and Voice Gateways

  • Basic understanding of contact center operations

Course Objectives

  • Basic components and operations of the Unified CCE solution

  • Configure and script a basic UCCE CVP deployment

  • Perform the ICM configuration tasks required to support basic agent functionality

  • Build and test a basic ICM script utilizing microapps

  • Configure and script UCCE to support reporting requirements, precision queuing and RONA

  • Deploy the CVP VXML component in a Unified CCE solution successfully

  • Generate basic reports using Cisco Unified IC

Course Content

1. Course Introduction

  • Overview

  • Learner Prerequisite Skills and Knowledge

  • Course Goal and Objectives

  • Course Flow

  • Additional References

  • Your Training Curriculum

2. Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE

  • Unified CCE Components and Architecture

  • UCCE Terms, Routing and Additional Components

  • Accessing UCCE Tools

3. UCCE Configuration and Scripting

  • Configuration Manager

  • Script Editor Overview

  • Scripting for CVP

4. Unified CCE Inbound Agent Considerations

  • CTI Options Overview

  • Configuring ICM for Agent Functionality

  • Configuring UCM for Agent Functionality

  • Scripting ICM for Agent Functionality

5. Unified CCE IVR/VRU Functionality

  • Basic IVR Scripting with Microapps

  • ICM Microapps

  • Cisco Unified ICM Enterprise Scripting Using Microapplications

6. Additional UCCE Considerations

  • ICM Considerations for Reporting and Monitoring

  • Precision Routing

  • RONA

7. VXML Implementation

  • Basic VXML Functionality

  • Installing and Configuring VXML

8. Cisco Unified Intelligence Center Reporting

  • Cisco Unified IC Overview

  • Cisco CUIC Reporting

Course ID: AUCCE1

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