Cisco Unified Communications

An individual course planning is possible for this kind of course. If you would like to know more about this course please either call us on +43 (0)1 70795380 or send an email to info_at@flane.com.

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is a 5 dayinstructor-led course presented by training partners to system engineers and customerswho will be involved with day 2 support of a UCCE solution deployed in a CVPcomprehensive environment. This course gives the learner an understanding of therequirements, resources and tools required to perform complex adds, moves andchanges in the inbound / outbound UCCE environment. This course is intended for thoseperforming advanced administration of the solution, or who may be responsible for Level2-3 support of the solution. The overall goal of this course is advanced administration ofthe solution by a deeper exposure into the technical operational requirements and thetools used to configure and ensure functionality.

Upon completing this course, the learner will be able to meet these overall objectives:

• Demonstrate advanced proficiency with add / move / change of the ACD / PBX (agent / skill) environment of UCCE.
• Demonstrate advanced proficiency with add / move / change of the IVR (prompt /collect) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting).
• Demonstrate effective use of system tools to track and troubleshoot a call within a call flow.

• Module 1: Cisco Unified Contact Center Enterprise v10 Overview
• Module 2: CCE Config and Scripting
• Module 3: CCE (ICM) Advanced Scripting
• Module 4: Advanced VXML Functionality
• Module 5: Supporting CCE