Overview

This instructor led, online training course is designed to support Cisco Contact Center engineers or administrators with a focus on basic adds, moves, and changes. Students will learn the basics of how a Enterprise Cisco Contact Center operates within a production environment. Students will learn some of the more common features and applications available including how to configure or modify resources, and more! Students will also learn the fundamentals of UCCE’s call routing logic which includes exploring many of its features.

Course Instructor: Raymond Lacoste

Course Outline

01. Introduction

  • Contact Center
  • Unified Intelligence Center
  • Intelligent Contact Manager Enterprise

02. Platform Architecture

  • UCCE Solution Overview
  • Gateways

03. Deployments

  • Deployment models
  • Deployment considerations

04. Call Routing Basics

  • Call Routing Basics
  • Call routing
  • TDM Deployments

05. Configuration Manager

  • Configuration Manager Overview
  • Creating records and roles
  • Tools
  • Securing the Configuration Manager

06. Finesse Installation

  • Installation
  • Configuration
  • Node settings

07. Finesse

  • Console
  • Call Variables
  • Codes
  • Workflows

08. IP Phone Agents

  • IPPA Services

09. UCCM Portal

  • User types and Modes
  • Creating users and agents

10. Installing CUIC

  • Installation requirements
  • Installation

11. Reporting CUIC

  • Admin Console
  • Management
  • Control Center

12. Basic Scripting

  • Call Scripting
  • User Interface
  • Tabs

13. Outbound Dialing

  • Campaigns
  • SIP gateway
  • Calls
  • Outbound Campaigns

14. Optional Components

  • MediaSense
  • Chat and Email

15. UCCE Databases in Brief

  • UCCE
  • Administrative Workstation

16. Troubleshooting

  • Methodology
  • CISCO TAC
  • Command Line
  • Tracing
  • Finesse Logs
  • Tools

Skills Learned

After completing this online training course, students will be able to:

  • Basics of UCCE
  • Installation and management of Finesse
  • Basics of call scripting
  • Outbound campaigns
  • Working with the UCCM portal