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Administering Unified Contact Center Enterprise with CVP – Part 2
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Administering Unified Contact Center Enterprise with CVP – Part 2 Introduction
The “Administering Unified Contact Center Enterprise with CVP – Part 2” is an intensive five-day course designed for system engineers and technical support staff involved in the everyday management of Unified Contact Center Enterprise (UCCE) systems with a focus on Customer Voice Portal (CVP) environments. This course is targeted at professionals who already possess foundational knowledge from the “UCCE Part 1” training and are looking to further their expertise in complex UCCE infrastructures.
This training is crafted to enhance your skills in managing significant changes, additions, and modifications within the UCCE framework, emphasizing the detailed and advanced administrative functions necessary for high-level support. Participants will gain deep insights into the intricacies of UCCE, particularly in scenarios involving CVP, equipping them with the expertise required for effective problem-solving and system optimization in real-world applications.
Ideal for individuals tasked with Level 2-3 support responsibilities, this course offers a strategic continuation in our UCCE training series. It aims to prepare attendees not only to excel in advanced troubleshooting and maintenance but also to understand and implement best practices for long-term system efficiency and reliability. By completing this advanced module, you will enhance your technical capabilities and be better prepared to handle complex challenges in UCCE environments.
Administering Unified Contact Center Enterprise with CVP – Part 2 Course Objectives
Upon completion, participants will:
- Demonstrate advanced skills in administering the ACD/PBX and IVR environments within UCCE, including proficient scripting of MicroApp and VXML solutions.
- Effectively use system tools for detailed call tracking and troubleshooting within UCCE call flows.
Prerequisites
- Completion of AUCCE Part 1 or equivalent real-world UCCE experience.
- A clear understanding of UCCE fundamentals is crucial. This course is not suitable for beginners in UCCE.
- Knowledge of Unified Communications Manager and Voice Gateways is beneficial. The VFCC course serves as an excellent foundation.
Audience
- Cisco Unified Communications system channel partners and resellers.
- Support personnel responsible for advanced administration and support of the UCCE environment.
Administering Unified Contact Center Enterprise with CVP – Part 2 Outline
Cisco Unified Contact Center Enterprise Foundations
- Introduction to UCCE
- Unified CCE Architecture and Components
- UCCE Terms, Routing, and Additional Components
- Accessing UCCE Tools
Configuration and Scripting Review CCE
- Configuration Manager and Script Editor Review
- CTI Review
- Agent Skill Review
- Microapps and Media File Review
- Precision Routing Review
- Transfers and RONA Review
- Mobile Agents
Implementing Business Rules
- Advanced Scripting and Routing
- ICM Scripting Variables, Expressions, Formulae, and Functions
- Creating an Admin Script for Time of Day Routing
- Creating Feature Control Sets and Users
CCE VXML Solution
- Basic VXML Functionality
- Installing and Configuring VXML Solution
- Basic VXML – SQL Database Lookup
- Exploring Courtesy Callback
- Agent Greeting
Outbound CCE
- Introduction to Outbound Option
- Configuring Outbound Option for Agent and IVR Campaigns
Support Considerations CCE
- Supporting UCCE
- Diagnostic Framework Suite
- UCCE Support
- Tracking an Agent Call through the Database
$4195.00
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5 Days Course |