In this course, you will learn how to administer Cisco Unified Contact Center Enterprise (CCE) and you will gain an understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and Cisco Outbound Option.
You will learn to configure the Cisco Unified CCE v8.0 software and use the ICM routing software to route calls from Cisco Unified IP IVR and from Cisco Unified Communications Manager. You will also learn to use various ICM utilities to help you locate configuration errors, and you'll learn to configure the Cisco Outbound Option.
You will gain an understanding of Cisco Unified Contact Center Enterprise (CCE) v8.0 deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting techniques. You will get hands-on practice installing and troubleshooting Unified CCE v8.0 software.
You will get an expansive overview of Cisco Unified Intelligence Center (CUIC) v8.0. CUIC v8.0 is a comprehensive, end-to-end reporting solution designed to make creating reports and managing disparate data sources easier on the customer and, at the same time, to present a consistent user interface and a common tool to access the varied data across multiple Cisco product families.

This Bootcamp covers content from the following courses:

  • Administering Cisco Unified Contact Center Enterprise (AUCCE)
  • Deploying Cisco Unified Contact Center Enterprise (DUCCE)
  • Deploying Cisco Unified Intelligence Center (DUIC)

Target Audience

This course is designed for:

  • Cisco Unified Communications system channel partners and resellers
  • System engineers
  • Customers who will be configuring and maintaining the Cisco Unified CCE products
  • System engineers deploying and maintaining Unified CCE products
  • Customers involved with day-to-day interaction with the CCE product
  • Customers involved in Reports generation and customization

Objectives

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

  • Overall understanding of the Cisco Unified CCE v8.0 system, the ICM routing application, and the system environment
  • Configure a Cisco Unified CCE v8.0 system that routes from Cisco Unified IP IVR
  • ICM users and feature control sets, various ICM configuration utilities, and ICM variables
  • Create routing options using an external SQL database
  • 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
  • Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign
  • Basic reporting characteristics of Cisco Unified Intelligence Center
  • Overall understanding of the Unified CCE v8.0 system, processes, and its environment
  • Install and configure a Unified CCE v8.0 system
  • Create routing options using an external SQL database and an Application Gateway
  • Install and configure Cisco Outbound Option
  • Use Cisco Support Tools, Cisco Analysis Manager
  • Comprehensive overview of the CUIC
  • Install, administer, and provide security for the CUIC solution
  • Reporting concepts and capabilities
  • Features of CUIC reports
  • Create custom reports from normal data sources (Cisco Unified CCE and Cisco CVP) and new data sources to meet specific customer requirements

Course Outline

Content

  • Cisco Unified Contact Center Enterprise v8.0 Product Overview
  • Configuring Cisco Unified Contact Center Enterprise v8.0
  • Extended Functions
  • Administrative Scripts and Translation Routing
  • Configuring a Second Peripheral
  • Cisco Unified Contact Center Enterprise v8.0 Overview
  • Cisco Unified Contact Center Enterprise v8.0 Component Architecture
  • Installing Cisco Unified Contact Center Enterprise v8.0
  • Database and Application Driven Routing Options
  • Installing Cisco Outbound Option
  • Reporting and Maintenance Tools
  • Cisco Unified Intelligence Center Overview
  • Cisco Unified Intelligence Center Installation, Administration, and Security
  • Running Cisco Unified Intelligence Center Reports
  • Cisco Unified Intelligence Center Custom Reporting

EquiTrain –a pision of Equinox International- equips organizations with IT skills that are the lifeblood of modern corporate life, as Theyll as the professional expertise required for ensuring productivity and to remain competitive now and tomorrow.

At EquiTrain, They tailor end-to-end training solutions that incorporate both IT and business consultancy to the specific needs of each inpidual customer. They can equip yTheir IT professionals with all they need to quickly maximize yTheir new technology investments as Theyll as pushing forward absolute beginners on their road to IT proficiency.

They offer a broad range of IT and Management training cTheirses and certifications from top technology vendors with a choice of on-site or offsite, public or closed and local or abroad training. Their portfolio of cTheirses is supplemented by Their strategic training alliance with world's leading providers of learning solutions.

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