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Cisco® Administering Cisco® Unified Contact Center Enterprise for CVP Environments v1.0 (ACCE-CVP)

Course Overview

ACCE-CVP is an instructor-led course presented to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.x (CCE) product deployed in a CVP environment.

Who Should Attend

The primary audience for this course is as follows: ? Day 2 support personnel (Partners and Customers) who are responsible for the daily operation of the CCE environment deployed with CVP The secondary audience for this course is as follows: ? Cisco Unified Communications system channel partners and resellers

Course Objectives

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

  • Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, processes, and its environment.
  • Administer a Cisco Unified CCE v8.0 system as deployed with Unified CVP, including CTI functionality used with Unified Communications Manager.
  • Create routing options using ICM MicroApps for scripting.
  • Create routing options by using the External VXML solution for scripting.
  • Demonstrate proficiency with regular CTI tasks of adding agents/skill(s)/phones to the UCCE environment.
  • Create contingencies within scripting via ICM Admin Scripts.
  • Demonstrate proficiency with various utilities within the UCCE solution for troubleshooting and support of the environment.
  • Understand the CUIC component architecture of UCCE Reporting

    Course Outline

    1 - Module 1: Cisco Unified Contact Center Enterprise Product Overview

    • Presenting Cisco Unified Contact Center Enterprise v8.0
    • Call Routing Options
    • Components of Cisco Unified Contact Center Enterprise v8.0
    • Cisco Unified Customer Voice Portal

    2 - Module 2: Cisco Unified CVP Comprehensive Basic Configuration

    • Examining Cisco Unified CVP Comprehensive
    • Upgrading, Installing, and Configuring Cisco Unified CVP Software
    • Configuring Cisco IOS Gateways for Cisco Unified CVP (SIP and H.323)
    • Configuring Cisco Unified ICM Enterprise for Cisco Unified CVP
    • Creating and Using Cisco Unified CCE v8.0 Variables

    3 - Module 3: Cisco Unified ICM Enterprise Scripting to Support Unified CVP

    • Introducing Scripting
    • Implementing Cisco Unified ICM Enterprise Scripting Micro-applications
    • Configuring Cisco Unified ICM Enterprise Scripting Using Micro-applications

    4 - Module 4: CTI (Agent) functionality in the CCE Environment

    • Integrating Cisco Unified Communications Manager v8.0
    • Agent Desktop Options
    • Enabling Transfers and Reroute on No Answer
    • Adding Multiple Skill Groups

    5 - Module 5: Cisco Unified CVP VXML Overview

    • Exploring VXML

    6 - Module 6: Extended CCE Functions

    • Creating Feature Control Sets and Users
    • Understanding Administrative Scripts

    7 - Module 7: Cisco Unified Intelligence Center

    • Cisco Unified IC Overview
    • Cisco Unified IC Reporting

    8 - Lab Outline

    • Lab 1-1: Checking Out the Dial Plan
    • Lab 1-2: Exploring Your Voice Gateway (Router)
    • Lab 1-3: Exploring ICM and CVP Servers
    • Lab 2-1A: Installing and Configuring Cisco Unified CVP
    • Lab 2-1B Installing an Administrative Client (CAW) and VRU PG
    • Lab 2-2: Configuring Cisco IOS Software for Cisco Unified CVP
    • Lab 2-3: Configuring Cisco Unified ICM Enterprise Components for Cisco Unified CVP
    • Lab 2-4: Preparing a Simple Script
    • Lab 2-5: Using Tools to Observe your Script
    • Lab 3-1: Creating Cisco Unified ICM Enterprise Scripting for Cisco Unified CVP
    • Lab 3-2: Configuring Calls Using SIP with Proxy
    • Lab 3-3: Configuring Direct Calls into Cisco Unified CVP
    • Lab 3-4: Configuring Subsequent Transfers via Cisco Unified ICM Enterprise DN Plan
    • Lab 4-1: Installing Cisco Unified Call Studio
    • Lab 4-2: Creating and Deploying a Cisco Unified Call Studio Project
    • Lab 4-3: Integrating VXML Applications with Cisco Unified ICM Enterprise
    • Lab 4-4: Implementing Administrative Scripts
    • Lab 4-5: Implementing ASR/TTS (Optional)
    • Lab 5-1: Backing Up the Reporting Server
    • Lab 6-1: Troubleshooting Cisco Unified CVP

  • Enroll Today

    This is a 5-day class

    Price: $3,495.00
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