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.
Overview
Skills Learned
After completing this online training course, students will be able to:
Basics of UCCE
Installation and management of Finesse
Basics of call scripting
Outbound campaigns
Working with the UCCM portal
This course is intended for network administrators and individuals seeking knowledge about administering an Enterprise Cisco Contact Center environment.
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
01. Introduction
- Contact Center
- Unified Intelligence Center
- Intelligent Contact Manager Enterprise
02. Platform Architecture
- UCCE Solution Overview
- Gateways
03. Deployments
- Deployment models
- Deployment considerations
04. Call Routing Basics
- Call Routing Basics
- Call routing
- TDM Deployments
05. Configuration Manager
- Configuration Manager Overview
- Creating records and roles
- Tools
- Securing the Configuration Manager
06. Finesse Installation
- Installation
- Configuration
- Node settings
07. Finesse
- Console
- Call Variables
- Codes
- Workflows
08. IP Phone Agents
- IPPA Services
09. UCCM Portal
- User types and Modes
- Creating users and agents
10. Installing CUIC
- Installation requirements
- Installation
11. Reporting CUIC
- Admin Console
- Management
- Control Center
12. Basic Scripting
- Call Scripting
- User Interface
- Tabs
13. Outbound Dialing
- Campaigns
- SIP gateway
- Calls
- Outbound Campaigns
14. Optional Components
- MediaSense
- Chat and Email
15. UCCE Databases in Brief
- UCCE
- Administrative Workstation
16. Troubleshooting
- Methodology
- CISCO TAC
- Command Line
- Tracing
- Finesse Logs
- Tools
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Basics of UCCE
Installation and management of Finesse
Basics of call scripting
Outbound campaigns
Working with the UCCM portal
WHO SHOULD ATTEND
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
01. Introduction
- Contact Center
- Unified Intelligence Center
- Intelligent Contact Manager Enterprise
02. Platform Architecture
- UCCE Solution Overview
- Gateways
03. Deployments
- Deployment models
- Deployment considerations
04. Call Routing Basics
- Call Routing Basics
- Call routing
- TDM Deployments
05. Configuration Manager
- Configuration Manager Overview
- Creating records and roles
- Tools
- Securing the Configuration Manager
06. Finesse Installation
- Installation
- Configuration
- Node settings
07. Finesse
- Console
- Call Variables
- Codes
- Workflows
08. IP Phone Agents
- IPPA Services
09. UCCM Portal
- User types and Modes
- Creating users and agents
10. Installing CUIC
- Installation requirements
- Installation
11. Reporting CUIC
- Admin Console
- Management
- Control Center
12. Basic Scripting
- Call Scripting
- User Interface
- Tabs
13. Outbound Dialing
- Campaigns
- SIP gateway
- Calls
- Outbound Campaigns
14. Optional Components
- MediaSense
- Chat and Email
15. UCCE Databases in Brief
- UCCE
- Administrative Workstation
16. Troubleshooting
- Methodology
- CISCO TAC
- Command Line
- Tracing
- Finesse Logs
- Tools
