2455 Technician courses delivered Online

Duration 1 Days 6 CPD hours This course is intended for Account and project managers Business liaisons Deployment engineers Managers overseeing CCE deployments Technical sales Overview After taking this course, you should be able to: Provide a high-level overview of the Cisco Contact Center portfolio List the key components within the Packaged Contact Center Enterprise (PCCE) architecture and their functions Describe how calls flow through PCCE using appropriate terms and naming conventions Introduce the tools used in the configuration, scripting, reporting and support of a PCCE deployment Identify advanced features available within the PCCE solution The Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0 course gives you an overview of the Cisco© Packaged Contact Center Enterprise (PCCE) and Unified Contact Center Enterprise solutions. You will learn about the Cisco Contact Center Enterprise (CCE) products and explore features and functionality of the solution including major system components. Introduction to CCE Cisco Contact Center Basics Cisco Contact Center Fundamentals Functionality of PCCE Components Public Switched Telephone Network (PSTN) and Voice Gateways Cisco Unified Border Element (CUBE) Terms and Naming Conventions Used in CCE CCE Access Environment CCE Routing Configuration Access Tools Available in CCE Single Pane of Glass (SPOG) Cisco Intelligent Contact Management (ICM) Configuration Manager Discovering CCE Features Beyond Default Agent Management Agent Efficiency

Duration 5 Days 30 CPD hours This course is intended for This section specifies the primary and secondary target audiences of this course by job roles and notes the relevance to each job role. Collaboration Engineers and Administration Primary audiences: Collaboration engineers involved in the design, implementation, and troubleshooting of Cisco collaboration core technologies. Secondary audiences: Administration involved in support and troubleshooting of Cisco collaboration technologies. Overview Upon completing this course, you will be able to meet these objectives: Describe the Cisco Expressway - C features and functionality within the collaboration architecture Configure and troubleshoot Cisco Unified Communications Manager and Cisco expressway Series integration Describe the Cisco Expressway - C additional features Configure and troubleshoot Cisco Collaboration solutions for B2B calls Describe how to secure B2B communication with Cisco Expressway Series Describe the MRA feature Describe the Cisco Expressway MRA security and integration options, including integration with Cisco Unity Connection and Cisco IM&P Configure Cisco Webex Hybrid Services This course provides students knowledge about Cisco Expressway Series solutions, such as B2B calls, Cisco Mobile and Remote Access for remote workers, authentication options, and additional Cisco Expressway Series features. Configuring and Troubleshooting the Cisco Expressway Series Cisco Expressway Series Architecture Discovery 1: Deploy virtualized Cisco Expressway Discovery 2: Perform the initial Cisco Expressway series configuration Describe SIP and H.323 in the Cisco Expressway series Describe interworking in the Cisco Expressway series Discovery 3: Register endpoints on Cisco Expressway series Zones Digital string manipulation Search rules Transforms Discovery 4: Call search history and registrations Troubleshoot call processing on Cisco Expressway series Discovery 5: Troubleshooting tools Backup and restore Rerference Configuring Cisco Expressway Additional Freatures Describe bandwidth management Hardening local endpoint registrations Discovery 6: Configure Cisco Expressway series bandwidth management and registration restrictions Discovery 7: Troubleshoot Cisco Expressway series endpoint registration and local dial plan Describe Cisco Expressway security and clustering features Discovery 8: Configure Cisco Expressway series security features Configuring and Troubleshooting Cisco Unified Communications Manager and Cisco Expressway Series Cisco unified communications manager and Cisco Expressway-C integration overview Dian plan overview Call policy Discovery 9: Configure Cisco unified communications manager to connect with Cisco Expressway-C Troubleshooting options for Cisco unified communications manager and Cisco Expressway-C intergration Discovery 10: Troubleshoot Cisco unified communications manager and Cisco Expressway series integration Discovery 11: Configure and troubleshoot Cisco unified communications manager and Cisco Expressway series integration (practice activity) References Configuring and Troubleshooting Cisco Collaboration Solutions for Bussiness-to-Bussiness Describe supported services for B2B collaboration Describe prerequisites for business to business collaboration Call flow including Cisco unified communications manager endpoints Network address translation in a collaboration environment Discovery 12: Implement a B2B Cisco collaboration solution Cisco Expressway series B2B call troubleshooting Discovery 13: Troubleshoot B2B calls on the Cisco Expressway series References Discovery 14: Troubleshoot B2B calls on the Cisco Expressway series (practice activity) Securing Business-Business Communication Firewall Traversal Secure media Secure media between Cisco unified communications manager and Cisco Expressway series Toll fraud prevention Discovery 15: Secure a B2B Cisco collaboration communication Refrences Configuring and Troubleshooting Mobile and Remote Access Describe prerequisites for mobile and remote access Describe service discovery Explore Expressway settings for MRA Certificates HTTP proxy Cisco jabber registration procedure Cisco jabber registration procedure in Hybrid deployment Cisco jabber configuration file Discovery 16: Configure MRA on the Cisco Expressway series MRA troubleshooting Discovery 17: Troubleshoot MRA on the Cisco Expressway series Integrating and Securing Mobile and Remote Access Secure Cisco unified communications integration Cisco unity connection integration Cisco MRA access control options Additional Cisco MRA features Discovery 18: Configure MRA with additional application integrations References Configuring Cisco Webex Hybrid Services Cisco Webex teams Describe Cisco Webex control hub Describe Cisco Webhex hybrid media services Describe Cisco Expressway requirements for using hybrid call service connect Explore Cisco Expressway requirements for using hybrid call service connect Describe Cisco Webex video mesh Discovery 19: Prepare for Cisco Webex teams integration Discovery 20: Configure Cisco Webex hybrid services Additional course details: Nexus Humans Cisco Implementing Cisco Collaboration Cloud and Edge Solutions v1.0 (CLCEI) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Cisco Implementing Cisco Collaboration Cloud and Edge Solutions v1.0 (CLCEI) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 3 Days 18 CPD hours This course is intended for Security Engineers Network Engineers Overview Upon completion of this course, students will be able to: Deploy gateways using the Gaia web interface Configure a Security Policy Learn about managing and monitoring a secure network Upgrade and configure a Security Gateway to implement a virtual private network for both internal and external, remote users The growing frequency and sophistication of security threats makes protecting your organization more difficult every year. Check Point?s integrated products provide end-to-end security from the enterprise to the cloud to your mobile worker?s personal devices. They prevent and mitigate cyberattacks and limit the data theft that often results from these threats. Introduction to Check Point TechnologyDeployment PlatformsIntroduction to the Security PolicyMonitoring Traffic & ConnectionsNetwork Address TranslationUsing SmartUpdateUser Management & AuthenticationIdentity AwarenessIntroduction to Check Point VPNsSmartLog

Duration 2 Days 12 CPD hours This course is intended for The primary audience for this course is as follows: System engineers Technical support personnel Channel partners and resellers Overview Upon completion of this course, the learner should be able to meet the following objectives: Installing a Cisco Meeting Server in a single combined deployment Installing a Cisco Meeting Server in a single split deployment Troubleshooting tools Integrating Cisco Meeting Server with Cisco TelePresence Video Communication Server (VCS), Cisco Unified Communications Manager and Microsoft Skype for Business In this course, you will learn how to install, troubleshoot, and maintain a single server and single server split deployment of Cisco Meeting Servers This course is designed to establish a minimum level of knowledge and competency among Cisco Meeting Server resale and installation partners. The recently purchased Acano collaboration hardware and software includes video and audio-bridging technology that allows customers to connect video systems from multiple vendors across both cloud and hybrid environments. Cisco has incorporated Acano collaboration technologies into the new Meeting Server tool. Module 1: Cisco Meeting Server Single Server Solution Cisco Meeting Server Solution Reviewing Authentication and Encryption Single Server Solution Preparing for Cisco Meeting Server Installation Installing Cisco Meeting Servers Configuring the Web Admin Configuring the Call Bridge Configuring the Web Bridge Module 2: Troubleshooting Tools Seven call detail record (CDR) record types and the information contained in each Capture server configuration files (.json), crash log files, media and application .dmp files. Cisco Meeting App crash files, and Cisco Meeting App diagnostic logs Employ the built-in commands to identify Cisco Meeting Server solution issues including PKI, DNS Lookup, Ping, and Service Status Common issues for end users using the Cisco Meeting Server solution Module 3: Firewall Traversal and Unified Communications Application Integration Deploying a TURN Server Deploying Firewall and NAT Traversal Integrating with UC Platforms Additional course details: Nexus Humans Cisco Meeting Server Intermediate (COLLAB250) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Cisco Meeting Server Intermediate (COLLAB250) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 5 Days 30 CPD hours This course is intended for Students preparing to take the CCNP Collaboration certification Network administrators Network engineers Systems engineers Overview After taking this course, you should be able to: Describe the Cisco Collaboration solutions architecture Compare the IP Phone signaling protocols of Session Initiation Protocol (SIP), H323, Media Gateway Control Protocol (MGCP), and Skinny Client Control Protocol (SCCP) Integrate and troubleshoot Cisco Unified Communications Manager with LDAP for user synchronization and user authentication Implement Cisco Unified Communications Manager provisioning features Describe the different codecs and how they are used to transform analogue voice into digital streams Describe a dial plan, and explain call routing in Cisco Unified Communications Manager Implement Public Switched Telephone Network (PSTN) access using MGCP gateways Implement a Cisco gateway for PSTN access Configure calling privileges in Cisco Unified Communications Manager Implement toll fraud prevention Implement globalized call routing within a Cisco Unified Communications Manager cluster Implement and troubleshoot media resources in Cisco Unified Communications Manager Describe Cisco Instant Messaging and Presence, including call flows and protocols Describe and configure endpoints and commonly required features Configure and troubleshoot Cisco Unity Connection integration Configure and troubleshoot Cisco Unity Connection call handlers Describe how Mobile Remote Access (MRA) is used to allow endpoints to work from outside the company Analyze traffic patterns and quality issues in converged IP networks supporting voice, video, and data traffic Define QoS and its models Implement classification and marking Configure classification and marking options on Cisco Catalyst switches The Implementing and Operating Cisco Collaboration Core Technologies (CLCOR) v1.1 course helps you prepare for advanced-level roles focused on implementation and operation of Cisco collaboration solutions. You will gain the knowledge and skills needed to implement and deploy core collaboration and networking technologies, including infrastructure and design, protocols, codecs, and endpoints, Cisco Internetwork Operating System (IOS©) XE gateway and media resources, call control, Quality of Service (QoS), and additional Cisco collaboration applications.This course helps prepare you to take the exam:350-801 Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)After you pass this exam, you earn Cisco Certified Specialist - Collaboration Core certification and satisfy the core requirement for these certifications:CCNP CollaborationCCIE CollaborationThis course prepares you for the 300-435 Automating Cisco Enterprise Solutions (ENAUTO) certification exam. Introducing Automation for Cisco Solutions (CSAU) is required prior to enrolling in Implementing Automation for Cisco Enterprise Solutions (ENAUI) because it provides crucial foundational knowledge essential to success. Course Outlines Describing the Cisco Collaboration Solutions Architecture Exploring Call Signaling over IP Networks Integrating Cisco Unified Communications Manager LDAP Implementing Cisco Unified Communications Manager Provisioning Features Exploring Codecs Describing Dial Plans and Endpoint Addressing Implementing MGCP Gateways Implementing Voice Gateways Configuring Calling Privileges in Cisco Unified Communications Manager Implementing Toll Fraud Prevention Implementing Globalized Call Routing Implementing and Troubleshooting Media Resources in Cisco Unified Communications Manager Describing Cisco Instant Messaging and Presence Enabling Cisco Jabber© Configuring Cisco Unity Connection Integration Configuring Cisco Unity Connection Call Handlers Describing Collaboration Edge Architecture Analyzing Quality Issues in Converged Networks Defining QoS and QoS Models Implementing Classification and Marking Configuring Classification and Marking on Cisco Catalyst Switches

Duration 4 Days 24 CPD hours This course is intended for The primary audience for this course is as follows: Phone Network Administrators Phone Network Engineers Data System Administrators Entry-level Network Engineers Channel Partners/Resellers, Customers, Employees Overview Describe the Cisco Unified Communications Manager network, service, and features Understand the importance of and configuration of redundancy and high availability in the enterprise network Describe user configuration and the user web interface Explain basic phone options and the use of BAT Explain the route plan and on-net/off-net calling Describe the various media resources, including conferencing and MOH Describe the basic phone features and use of hunt groups Administering Cisco Unified Communications Manager (ACUCM) v12.0 is a 3-day training program that provides system administrators and networking professionals with an understanding of the Cisco Unified Communications Manager System. The Cisco IT training course teaches the concepts of IP telephony based in system administration, including its function, features, and configuration. This is an entry-level IP telephony course that begins with the basic concepts of IP telephony and very quickly moves the learner forward into an understanding of system concepts: clustering, creation of phones and users, route plans, digit manipulation, media resources, and phone features, which are all important to supporting IP telephony in the enterprise network. The course focuses on Cisco Unified Communications Manager version v12.x.The course is geared to individuals that will be using and managing the system and performing administration for Level 1 and Level 2 support. Level 1 support is geared toward supporting phone users and making moves, adds, and changes to the desktop phone environment. Level 2 support is oriented to supporting changes in the organization, such as opening new office locations or relocating departments. The Cisco training course does not cover issues of initial deployment, new cluster deployment or international deployments. Also, the course does not cover issues with the underlying network that involves routers, switches, or Cisco IOS software configuration. Exploring IP Telephone Traditional Voice versus IP Telephony Clustering Overview Intracluster Communications Cisco Unified Communications Manager Clusters Clustering Options Platform Requirements Describing Deployment Models Single-Site Deployment Centralized Call-Processing Deployment Distributed Call-Processing Deployment Distributed Single-Cluster Call-Processing Deployment Hybrid Call-Processing Deployment New Advanced Multicluster Options Understanding Advanced Multisite Features Need for CAC Deploying AAR Survivable Remote Site Telephony SRST Failover Logging in to Cisco Unified Communications Manager Logging In to Cisco Unified CM Administration and Cisco Unified Serviceability Logging In to Cisco Unified Operating System Administration and the DRS Navigation Menu Command-Line Interface Examining Basic Server Configuration Server Configuration?Eliminating DNS Reliance Configuring Enterprise Parameters Describing Multilevel Administration Configuring Multilevel Administration Creating End Users Creating Roles Creating User Groups Assigning Users to User Groups Configuring DRS Backup and Restore Procedures DRS Backup Procedures DRS Restore Procedures Understanding User Configuration Understanding User Management Configuring Users Using the User Web Pages Understanding the User Web Pages Using the User Web Pages Configuring System Parameter Cisco Unified CM Configuration Cisco Unified Communications Manager Group Configuration Phone NTP Configuration Date/Time Group Codecs and Regions Location Configuration Device Pool Configuration DHCP Service Configuration Device Defaults Configuration Clusterwide Parameters Licensing Supporting Cisco Unified IP Phones Cisco Unified IP Phones Overview Specialized Cisco Unified IP 7900 Series Phones Phone Button Templates Softkey Templates Exploring Phone Registration and IP Phone Communications Cisco Unified IP Phone Registration Cisco Unified IP Phone Configuration Utilizing the Bulk Administration Tool (BAT) Overview of Cisco Unified Communications Manager BAT Cisco Unified Communications Manager TAPS Implementing Dial Plan Connectivity Organizational Dial Plan Trunks Gateways Creating Route Plans Dial Plan Overview Route Pattern Overview Digit Collection Call Routing Configuring Transition Patterns and Route Filters Translation Patterns The 9.@ Pattern Route Filters Implementing Digit Manipulation Discard Digits Instruction Transformation Masks Route Plan Report Defining Class of Control Overview of Class of Control Partitions CSS Configuration PLAR Application Using Class of Control Features Call Restriction Time of Day Routing Traditional vs. Line/Device Approach Defining Media Resources Overview of Media Resources Conference Bridge Media Termination Points Transcoder Music on Hold Annunciator Exploring Media Resource Management MRG Management Configuring MRGs Configuring MRGLs Describing Basic Features Call Park Call Pickup Cisco Call Back Shared Lines with Barge and Privacy Exploring Hunt Groups Hunt Group Overview Line Group Configuration Hunt List Configuration Hunt Pilot Configuration Final Forwarding Describing Phone Services Cisco IP Phone Services Cisco Phone Services Configuration

Duration 5 Days 30 CPD hours This course is intended for Cisco Unified Communications system channel partners and resellers. • System and technical support engineers. • Customers who are deploying and maintaining Cisco Unified CCE solution products. Overview Upon completing this course, the learner will be able to meet these overall objectives: • Understand CCE solutions, architecture, solution options, deployment models, integrated features and call flow options. • Apply advanced scripting principles using the expression editor and custom functions and implement silent monitoring and recording. • Understand Cisco Finesse administration and how to set up reason/wrap-up codes, desktop layout, custom variables, and workflow applications and implement Finesse IP Phone Agent. • Understand and implement VoiceXML applications and configure access to an external database via the VXML Server. • Understand the concepts behind translation routing to include when, why, and how to implement translation routing in a Cisco Unified CCE or traditional ICM environment. • Implement Cisco Unified CCE Options including Cisco Outbound dialing, Courtesy Callback, Agent Greeting/Whisper announcements, and Mobile Agent. • Understand advanced CUIC reporting concepts including administration, importing reports, and custom reporting. Helps prepare learners to implement more advanced functions and options in the Cisco Unified CCE environment. Cisco Unified Contact Center Enterprise Overview Lesson 1: Presenting Cisco Unified Contact Center Enterprise Lesson 2: Cisco Unified CCE Core Components Lesson 3: Cisco Unified CCE Options Lesson 4: Basic Call Flow Models Implementing Business Rules Lesson 1: Advanced Scripting and Routing Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions Lesson 3: Silent Monitoring and Recording Lesson 4: Advanced CVP Configurations Using Finesse Administration Lesson 1: Finesse Overview Lesson 2: Finesse Administration Lesson 3: Finesse IP Phone Agent Using CVP VoiceXML Applications Lesson 1: Basic VoiceXML Functionality Lesson 2: Using Call Studio Lesson 3: ICM Scripting for VoiceXML Applications Translation Routing Lesson 1: Traditional Translation Routing Lesson 2: Translation Routing to CVP Configuring Cisco Unified CCE Options Lesson 1: Cisco Outbound Option Lesson 2: Courtesy Callback Lesson 3: Agent Greeting/Whisper Announcements Lesson 4: Mobile Agent CUIC Reporting for the Advanced User Lesson 1: CUIC Overview Lesson 2: CUIC Administration Lesson 3: Importing and Using CVP Reports Lesson 4: Custom Reporting

Duration 5 Days 30 CPD hours This course is intended for The primary audience for this course is as follows: • Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation or administration of a Cisco Unified Contact Center. • System and technical support engineers. • Day 1 and Day 2 support personnel. • Administrative and reporting personnel. Overview Upon completing this course, the learner will be able to meet these overall objectives: • Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options. • Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop. • Understand requirements and configurations to implement IVR activity in Cisco Unified CVP. • Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager and routing in a ring-no-answer condition. • Understand basic concepts and terms to access, view, modify reports and use other reporting functions provided by Cisco Unified Intelligence Center. Helps prepare learners to administer the Cisco Unified CCE v11.5 solution. Cisco Unified Contact Center Enterprise Overview Lesson 1: Presenting Cisco Unified Contact Center Enterprise Lesson 2: Cisco Unified CCE Core Components Lesson 3: Cisco Unified CCE Options Lesson 4: Basic Call Flow Models Basic ACD Configurations Lesson 1: Configuring Cisco Unified Communications Manager Lesson 2: Configuring Cisco Unified CVP Lesson 3: Configuring Cisco Unified CCE Lesson 4: Using Cisco Finesse Lesson 5: Using Cisco Unified CCE Script Editor Configuring Cisco Unified CVP for IVR Functionality Lesson 1: Basic IVR Configurations Lesson 2: Basic IVR Scripting using CVP Micro-Applications Extended Functions Lesson 1: ICM User Accounts and Feature Control Sets Lesson 2: Using ICM Utilities Lesson 3: Understanding ICM Variables Lesson 4: Precision Routing Lesson 5: Routing Calls from Cisco Unified CM Lesson 6: Ring-No-Answer Routing Cisco Unified CCE Reporting Lesson 1: Introducing Cisco Unified Intelligence Center Lesson 2: Running and Modifying CUIC Reports Lesson 3: Creating CUIC Reports and Dashboards

Duration 4 Days 24 CPD hours This course is intended for Systems Administrators and EngineersTechnical Solutions ArchitectsSystems IntegratorsChannel PartnersValue-Added Resellers Overview Understand the B-Series and C-Series product line similarities and differencesDescribe the C-Series standalone and UCS managed architectures Understand the process for upgrading B-Series and C-Series FirmwareAdministering service profiles, pools, and policiesUnderstanding RBAC with Active Directory integrationAdministering backup and restores in UCS ManagerLearn and discuss the various management tools for Cisco UCSPerform basic troubleshooting of B-Series and C-Series in normal operations Using real-world scenarios and examples, this course will explore all of the components of the UCS B-Series and C-Series solutions from a day to day administrative point of view. UCS Infrastructure Components Cisco UCS Servers and Components Exploring Cisco UCS User Interfaces Cisco UCS Management Framework and Features Administering Cisco C-Series Servers Describing Cisco UCS C-Series Servers Cisco UCS C-Series Integrated Management Controller Provisioning Monitoring and Logging on the Cisco UCS C-Series Server Provisioning Cisco UCS C-Series Server Integration in UCS Manager Updating Cisco UCS C-Series Firmware with the Host Upgrade Utility Troubleshooting C-Series Standalone and UCS Managed Environments Administering Cisco B-Series Servers RBAC, Organizations, and Active Directory Integration Configuring Compute Node LAN Connectivity Configuring Compute Node SAN Connectivity Creating Identity and Resource Pools Creating Service Profiles Creating Templates and Cloning Service Profiles Managing Service Profiles Operating System Installation Options Backing Up and Restoring UCSM Database Upgrading UCS B-Series Firmware Troubleshooting Cisco UCS B-Series Configuration Troubleshooting Cisco UCS B-Series Operation UCS Management Tools UCS Management Tool Overview Integrating UCS Manager with UCS Central Managing UCS Using the Cisco UCS PowerTool Additional course details: Nexus Humans Cisco Administering Cisco Data Center Unified Computing System (DCUCA) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Cisco Administering Cisco Data Center Unified Computing System (DCUCA) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 4 Days 24 CPD hours This course is intended for Account and project managers Contact Center Enterprise (CCE) administrators Deployment engineers Technical sales Overview After taking this course, you should be able to: Navigate CCE configuration and scripting tools Configure a dialed number, call type, and media routing domain Build a basic Cisco Intelligent Contact Management (ICM) script Configure agents and skill groups Configure basic Interactive Voice Response (IVR) functionality Implement attributes and precision queues Configure Ring-No-Answer (RONA) using CCE configuration tools Configure and populate an agent team and primary supervisor Improve agent efficiency through finesse enhancements Build and test a basic Voice XML (VXML) application Implement roles, departments, and business hours Run Cisco Unified Intelligence Center (CUIC) reports using the Reporting tool The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course teaches you the contextual information around call flow between components in the Cisco© Unified Contact Center Enterprise (UCCE) solution including intelligent contact routing, call treatment, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management over an IP infrastructure. You receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment. Cisco Unified Contact Center Review Contact Center Basics Components and Architecture Deploying Basic Call Settings Associate Basic Call Settings Explore Media Routing Domains Building a Basic Cisco Unified Contact Center Enterprise Script Introduce Script Editor Use Script Editor Nodes Configuring Basic Agent Functionality Introduce Agent Functionality Configure Agent Desk Settings Configuring Basic Call Treatment and Queuing Explore Media Server and Files Introduce Microapps Implementing Precision Routing Introduce Precision Routing Basics Examine the Migration Path Configuring RONA Support Introduce RONA Functionality Identify RONA Timeout Considerations Configuring Agent Teams and Supervisors Configuring Teams and Supervisors Explore Agent Roles Administering the Cisco Finesse Desktop Administering Cisco Finesse Desktop Introduce Cisco Finesse Administration Implementing Voice XML Applications Introduce VXML Build a Basic Call Studio Project Configuring Roles, Departments, and Business Hours Examine Post-Call Survey Functionality Configure Post-Call Survey Running Unified CC Enterprise Reports with Unified Intelligence Center (IC) Configure Unified CC Enterprise Administrators Configure Departments