Cisco Unified Contact Center Enterprise (UCCE) eLearning

Start Date: January 01, 1970 – 12:00 AM (Pacific Time)

End Date: January 01, 1970 – 12:00 AM (Pacific Time)

$795.00

Student financing options are available.

Transitioning military and Veterans, please contact us to sign up for a free consultation on training and hiring options.
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Course Description:

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 Outline

Introduction

Contact Center
Unified Intelligence Center
Intelligent Contact Manager Enterprise
Platform Architecture

UCCE Solution Overview
Gateways
Deployments

Deployment models
Deployment considerations
Call Routing Basics

Call Routing Basics
Call routing
TDM Deployments
Configuration Manager

Configuration Manager Overview
Creating records and roles
Tools
Securing the Configuration Manager
Finesse Installation

Installation
Configuration
Node settings
Finesse

Console
Call Variables
Codes
Workflows
IP Phone Agents

IPPA Services
UCCM Portal

User types and Modes
Creating users and agents
Installing CUIC

Installation requirements
Installation
Reporting CUIC

Admin Console
Management
Control Center
Basic Scripting

Call Scripting
User Interface
Tabs
Outbound Dialing

Campaigns
SIP gateway
Calls
Outbound Campaigns
Optional Components

MediaSense
Chat and Email
UCCE Databases in Brief

UCCE
Administrative Workstation
Troubleshooting

Methodology
CISCO TAC
Command Line
Tracing
Finesse Logs
Tools

Skills Learned

the basics of UCCE
installation and management of Finesse
basics of call scripting
outbound campaigns
working with the UCCM portal

Who Should Attend This Course

This course is intended for network administrators and individuals seeking knowledge about administering an Enterprise Cisco Contact Center environment.

Prerequisites

None, but we recommend that students have:

Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.
Basic knowledge of Cisco networking

Inclusions

  • Accessible 24x7x365 both from your PC and Mobile Device
  • Enjoy job placement assistance for the first 12 months after course completion.
  • This course is eligible for CCS Learning Academy’s Learn and Earn Program: get a tuition fee refund of up to 50% if you are placed in a job through CCS Global Tech’s Placement Division*
  • Government and Private pricing available.*

*For more details call: 858-208-4141 or email: training@ccslearningacademy.com; sales@ccslearningacademy.com

NOTE: These are our Partner Delivered eLearning.