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Administering Cisco Unified Contact Center Ent. Part 1

at Skyline Advanced Technology Services - Rosemont

Course Details
Price:
$3,795
Start Date:

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Location:
Rosemont, Suburbs
9501 Technology Blvd Ste 350
Btwn N Rose St & N Wesley Terrace
Chicago, Illinois 60018
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Description
Class Level: Intermediate
Age Requirements: 18 and older
Average Class Size: 10

What you'll learn in this unified contact center training:

Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1) is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform 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.

Objectives
Upon completing this course, the learner will be able to meet these overall objectives:
  • Identify the 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.
Prerequisites
The knowledge and skills that a learner must have before attending this course are as follows:
  • Basic knowledge of Microsoft software such as, Windows Active Directory, Windows Server, SQL Server and other Microsoft client operating systems is helpful but not required
  • Basic knowledge of Cisco networking components such as routers and switches is helpful but not required
  • Working knowledge of Unified Communications Manager and Voice Gateways
  • Basic understanding of contact center operations
Who Should Attend
The primary audience for this course is as follows:
  • The target audience for this course is 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.
The secondary audience for this course is as follows: Managers overseeing UCCE deployments

Modules:
Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
Module 2: UCCE Configuration and Scripting
Module 3: Unified CCE Inbound Agent Considerations
Module 4: Unified CCE IVR/VRU Functionality
Module 5: Additional UCCE Considerations
Module 6: VXML Implementation
Module 7: Cisco Unified Intelligence Center Reporting

Still have questions? Ask the community.

Refund Policy
Cancellations and/or transfers with full refund will be allowed up to 10 full business days prior to the start date of the course. Cancellations and/or transfers must be submitted in writing, and would need to be received no later than the Friday before the Monday which is 10 business days prior to the start date. 

For example, for a class that starts on Monday, 5/23/16, a request for cancellation/transfer must be received by Skyline no later than 5:00 PM PST on Friday, 5/6/16.

Cancellations and/or transfer notices received after 10 business days prior to the start day of a course are not permitted. If a student does not attend a class and the required notification was not provided, funds will be forfeited and a rescheduling of the course will not be allowed. Rescheduling of a class is only permitted anytime before 10 complete business days prior to the class start date.

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School: Skyline Advanced Technology Services

Skyline Advanced Technology Services

Skyline Advanced Technology Services is a leading provider of Training, Professional Services and Hardware Sales, for all Cisco Systems’ products. As a Certified Gold Partner, we specialize in the design, implementation and training of all Cisco-based technologies, and combine our expertise in the...

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