Cisco Unified Contact Center Enterprise Administration v11.5 (UCCE-A)

Description

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

Basic ACD Configurations

Configuring Cisco Unified CVP for IVR Functionality

Extended Functions

Cisco Unified CCE Reporting