AUCCE Training Bangalore, India

Voipacademy
In Bangalore

Rs 70001-80000
You can also call the Study Centre
99008... More

Important information

Typology Certificate
Start Bangalore
Duration 6 Days
  • Certificate
  • Bangalore
  • Duration:
    6 Days
Description

Important information
Venues

Where and when

Starts Location
On request
Bangalore
jayanagar, 56011, Karnataka, India
See map
Starts On request
Location
Bangalore
jayanagar, 56011, Karnataka, India
See map

Course programme

AUCCE v1.0 - Administering Cisco Unified Contact Center Enterprise Software v8.0
Duration: 5 Day Lab & Lecture Course
.
Objectives
Upon completing this course, you 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 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
Course Outline
• Module 1: Cisco Unified Contact Center Enterprise v8.0 Product Overview
• Lesson 1: Presenting Cisco Unified Contact Center Enterprise v8.0
o Cisco Unified Contact Center Enterprise v8.0
o Benefits of Cisco Unified Contact Center Enterprise v8.0
o Cisco Unified Contact Center Enterprise v8.0 Options
o PPDIOO
• Lesson 2: Call Routing Options
o Carrier-Based Routing
o Private Network Routing
o Carrier-Based Routing with Cisco Unified CCE v8.0
o Benefits of Routing with Cisco Unified CCE v8.0
• Lesson 3: Components of Cisco Unified Contact Center Enterprise v8.0
o ICM Components
o ICM Databases
o ICM Terms
• Lesson 4: Intelligent Contact Management Routing Techniques
o ICM Pre-Route
o ICM Post-Route
• Module 2: Configuring Cisco Unified Contact Center Enterprise v8.0
• Lesson 1: Introduction
o Cisco Unified CCE v8.0 Architecture
o Parent/Child Deployment Model
o Cisco Unified CCE v8.0 Call Flows
• Lesson 2: Integrating Cisco Unified Communications Manager v8.0
o Defining Cisco Unified Communications Manager v8.0
o Cisco Unified Communications Manager v8.0 Configuration
o Integrating Cisco Unified Communications Manager v8.0
• Lesson 3: Integrating Cisco Unified IP IVR
o Defining Cisco Unified IP IVR
o Cisco Unified IP IVR Script Editor
o Integrating Cisco Unified IP IVR
o Cisco Unified IP IVR Call Control Processes
• Lesson 4: Cisco Unified Customer Voice Portal
o Defining Cisco Unified CVP
o Components of Cisco Unified CVP
o Cisco Unified CVP Call Flows
• Lesson 5: Cisco Unified CCE v8.0 Configurations
o Defining the Administration and Data Server
o ICM Configuration
• Lesson 6: Agent Desktop Options
o Defining Cisco CTI
o Defining CTI OS Toolkit
o Defining Cisco Agent Desktop
o Defining CRM Connectors
• Lesson 7: Using the Cisco Unified CCE v8.0 Script Editor
o Describing ICM Script Editor
o Working with ICM Script Editor
o Testing a Script
• Module 3: Extended Functions
• Lesson 1: Creating Feature Control Sets and Users
o Feature Control Sets and Users
o User Permissions
o Internet Script Editor
• Lesson 2: Using Script Editor Utilities
o Finding Objects and Their Associations
o Exporting and Importing Scripts
o Renaming and Deleting Objects
o Default Labels
• Lesson 3: Creating and Using Cisco Unified CCE v8.0 Variables
o Define ICM Variables
o Peripheral Variables
o Expanded Call Variables
o User Variables
• Lesson 4: Configuring Access to an External Database
o Class Database
o DB Lookup Script Node
o External Database Configuration
o Scripting for External Database Access
• Lesson 5: Adding Multiple Skill Groups
o Using the CED Script Node
o Using the Formula Editor
o Using the Route Select Script Node
• Module 4: Administrative Scripts and Translation Routing
• Lesson 1: Understanding Administrative Scripts
o Defining Administrative Scripts
o Creating User Variables
o Creating an Administrative Script
• Lesson 2: Understanding Translation Routing
o Defining Translation Routing
o How Translation Routing Works
• Module 5: Configuring a Second Peripheral
• Lesson 1: New Peripheral Basic Configuration
o Basic ICM Configuration
o Cisco Unified Communications Manager v8.0 Configuration
o ICM Scripting
• Lesson 2: Creating Translation Routes for Cisco Unified Contact Center Enterprise v8.0
o Cisco Unified CCE v8.0 Translation Routing
o Translation Route Configuration Requirements
o Using the Translation Route Wizard
o Scripting for Translation Routing
• Lesson 3: Enterprise Services and Skill Groups
o Defining Enterprise Services and Skill Groups
o Scripting for Enterprise Skill Groups
• Module 6: Configuring Cisco Outbound Option
• Lesson 1: Cisco Outbound Option Overview
o Cisco Outbound Option
o Outbound Campaign Call Processing
o Outbound Configuration Summary
• Lesson 2: Cisco Outbound Option Configuration
o Basic Outbound Configuration
o Creating Dialer Ports
o Campaign Configuration
o ICM scripting for Outbound Dialing
• Module 7: Cisco Unified Intelligence Center
• Lesson 1: Cisco Unified IC Overview
o Cisco Unified IC Benefits and Features
o Cisco Unified IC Deployment Models
o Additional Features
• Lesson 2: Cisco Unified IC Reporting
o Accessing Reporting Data
o Cisco Unified CCE Stock Reports
o Cisco Unified CVP Stock Reports
o Running Cisco Unified IC Reports
Lab Outline
• 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

Achievements for this centre


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