This course will give students an understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option.
Upon completing this course, the learner will be able to meet these overall objectives:
•Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and its environment
•Configure a Cisco Unified CCE v8.0 system that routes from Cisco Unified CVP and Cisco Unified IP IVR
•Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database
•Understand administrative scripting, translation routing concepts, and how translation routing operates
•Configure a new Cisco Unified CCE v8.0 system that routes from Cisco Unified Communications Manager v8.0
•Understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign
•Describe basic reporting characteristics of Cisco Unified Intelligence Center
The primary audience for this course is as follows:
•Cisco Unified Communications system channel partners and resellers
The secondary audience for this course is as follows: •Customers who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products
Cisco Unified Contact Center Enterprise v8.0 Product Overview
- Presenting Cisco Unified Contact Center Enterprise v8.0
Call Routing Options
Components of Cisco Unified Contact Center Enterprise v8.0
Intelligent Contact Management Routing Techniques
Configuring Cisco Unified Contact Center Enterprise v8.0
Integrating Cisco Unified Communications Manager v8.0
Integrating Cisco Unified Customer Voice Portal
Cisco Unified CCE v8.0 Configurations
Agent Desktop Options
Using the Cisco Unified CCE v8.0 Script Editor
- Creating Feature Control Sets and Users
Using Script Editor Utlilities
Creating and Using Cisco Unified CCE v8.0 Variables
Configuring Access to an External Database
Adding Multiple Skill Groups
Administrative Scripts and Translation Routing
- Understanding Administrative Scripts
Understanding Translation Routing
Configuring a Second Peripheral
- Integrating Cisco Unified IP IVR
New Peripheral Basic Configuration
Creating Translations Routes for Cisco Unified Contact Center Enterprise v8.0
Enterprise Services and Skill Groups
Configuring Cisco Outbound Option
- Cisco Outbound Option Overview
Cisco Outbound Option Configuration
Cisco Unified Intelligence Center
- Cisco Unified IC Overview
Cisco Unified IC Reporting
- Lab Topology
Hardware and Software Requirements
Admin Server (DCDNS) Installation and Configuration
Cisco Unified Communications Manager Server Installation and Configuration
Cisco Unified IP IVR Installation and Configuration
ICM Sprawler Installation and Configuration
Agent PC Configuration
Final Virtual Machine Preparation
Teardown and Restoration
Virtual Cisco® Administering Unified Contact Center Enterprise v8.0 with CVP and IP-IVR (AUCC-CVP) Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.