Cisco Unified Contact Center Enterprise (UCCE)

 

Cisco Course Demo

Cisco Unified Contact Center Enterprise (UCCE)

This instructor led, online training course is designed to support Cisco Contact Center engineers or administrators with a focus on basic adds, moves, and changes. Students will learn the basics of how a Enterprise Cisco Contact Center operates within a production environment. Students will learn some of the more common features and applications available including how to configure or modify resources, and more! Students will also learn the fundamentals of UCCE’s call routing logic which includes exploring many of its features.

Instructor:

Joe Limardo,
CCNA, CCNP

Course Information

Skills Learned

By the end of the course, students will know:

  • the basics of UCCE
  • installation and management of Finesse
  • basics of call scripting
  • outbound campaigns
  • working with the UCCM portal

Who Should Attend This Course

This course is intended for network administrators and individuals seeking knowledge about administering an Enterprise Cisco Contact Center environment.

Prerequisites

None, but we recommend that students have:

  • Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.
  • Basic knowledge of Cisco networking

Course Outline

Introduction

  • Contact Center
  • Unified Intelligence Center
  • Intelligent Contact Manager Enterprise

Platform Architecture

  • UCCE Solution Overview
  • Gateways

Deployments

  • Deployment models
  • Deployment considerations

Call Routing Basics

  • Call Routing Basics
  • Call routing
  • TDM Deployments

Configuration Manager

  • Configuration Manager Overview
  • Creating records and roles
  • Tools
  • Securing the Configuration Manager

Finesse Installation

  • Installation
  • Configuration
  • Node settings

Finesse

  • Console
  • Call Variables
  • Codes
  • Workflows

IP Phone Agents

  • IPPA Services

UCCM Portal

  • User types and Modes
  • Creating users and agents

Installing CUIC

  • Installation requirements
  • Installation

Reporting CUIC

  • Admin Console
  • Management
  • Control Center

Basic Scripting

  • Call Scripting
  • User Interface
  • Tabs

Outbound Dialing

  • Campaigns
  • SIP gateway
  • Calls
  • Outbound Campaigns

Optional Components

  • MediaSense
  • Chat and Email

UCCE Databases in Brief

  • UCCE
  • Administrative Workstation

Troubleshooting

  • Methodology
  • CISCO TAC
  • Command Line
  • Tracing
  • Finesse Logs
  • Tools

CLASS START DATES



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