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.
Intermediate
Cisco Unified Contact Center Enterprise (UCCE)
Curriculum
- 16 Sections
- 46 Lessons
- 8h Duration
Introduction
3 Lessons
- Contact Center
- Unified Intelligence Center
- Intelligent Contact Manager Enterprise
Platform Architecture
2 Lessons
- UCCE Solution Overview
- Gateways
Deployments
2 Lessons
- Deployment models
- Deployment considerations
Call Routing Basics
3 Lessons
- Call Routing Basics
- Call routing
- TDM Deployments
Configuration Manager
4 Lessons
- Configuration Manager Overview
- Creating records and roles
- Tools
- Securing the Configuration Manager
Finesse Installation
3 Lessons
- Installation
- Configuration
- Node settings
Finesse
4 Lessons
- Console
- Call Variables
- Codes
- Workflows
IP Phone Agents
1 Lesson
- IPPA Services
UCCM Portal
2 Lessons
- User types and Modes
- Creating users and agents
Installing CUIC
2 Lessons
- Installation requirements
- Installation
Reporting CUIC
3 Lessons
- Admin Console
- Management
- Control Center
Basic Scripting
3 Lessons
- Call Scripting
- User Interface
- Tabs
Outbound Dialing
4 Lessons
- Campaigns
- SIP gateway
- Calls
- Outbound Campaigns
Optional Components
2 Lessons
- MediaSense
- Chat and Email
UCCE Databases in Brief
2 Lessons
- UCCE
- Administrative Workstation
Troubleshooting
6 Lessons
- Methodology
- CISCO TAC
- Command Line
- Tracing
- Finesse Logs
- Tools
