Overview

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.

Modules

1. UCCE Introduction, Platform Architecture & Deployments

1.1 UCCE Introduction & Overview27 min

1.2 UCCE Platform Architecture20 min

1.3 Deployments in UCCE7 min

2. UCCE Call Routing, Configuration Manager

2.1 Call Routing Basics in UCCE, CVP Architecture42 min

2.2 UCCE Configuration Manager Overview & Demonstration17 min

3. UCCE Finesse & IP Phone Agents

3.1 Installing Finesse in UCCE8 min

3.2 Using Finesse in UCCE21 min

3.3 UCCE IP Phone Agent4 min

4. UCCM, CUIC & Scripting in UCCE

4.1 UCCM in UCCE6 min

4.2 Installing CUIC in UCCE6 min

4.3 Reporting & CUIC in UCCE27 min

4.4 Scripting Basics in UCCE27 min

5. UCCE Outbound Calling & Database Integration

5.1 Understanding Outbound Calling In UCCE22 min

5.2 Optional Components within UCCE4 min

5.3 Brief Overview on UCCE Databases12 min

6. UCCE Troubleshooting, CVP Architecture & Finesse Administration

6.1 UCCE Troubleshooting Using ICM, Finesse & CVP42 min

6.2 CVP Architecture & Configurationin UCCE21 min

6.3 Finesse Administration Interface in UCCE13 min

7. UCCE Outbound Dialer, Configuration, Installation & Upgrade Overview

7.1 UCCE Outbound Dialer in Configration Manager Walkthrough13 min

7.2 UCCE Configuration Demonstration1h 8m

7.3 UCCE Analyzing Cisco Solution Reference Guide1h 14m

7.4 UCCE Installation & Upgrade Overview24 min

Cisco Unified Contact Center Enterprise (UCCE)