UCCE (Unified Contact Center Enterprise) Eğitimi
UCCE (Unified Contact Center Enterprise) Eğitimi
Eğitim Hakkında
This 5 day instructor-led course is designed for system engineers and customers involved with the support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment.
Kimler İçindir?
- Cisco Unified Communications system channel partners and resellers responsible for the Sales, Implementation or Support of a UCCE solution
- Day 1 and Day 2 support personnel responsible for the daily add/move/change of the UCCE environment
- Managers, team-leads, business liaison personnel or anyone who needs to be remotely involved in the UCCE solution and have a better overall understanding of its function.
Sertifika:
Eğitimlerimize %80 oranında katılım gösterilmesi ve eğitim müfredatına göre uygulanacak sınav/projelerin başarıyla tamamlanması durumunda, eğitimin sonunda dijital ve QR kod destekli “BT Akademi Başarı Sertifikası” verilmektedir.
Ön Koşul
• Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required • Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required. • Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful. • A basic understanding of contact center operationsEğitim İçeriği
- Introducing UCCE
- Unified CCE Components and Architecture
- UCCE Terms, Routing and Additional Components
- Accessing UCCE Tools
- Configuration Manager
- Script Editor Overview
- Scripting for CVP
- CTI Options Overview
- Configuring ICM for Agent Functionality
- Configuring UCM for Agent Functionality
- Scripting ICM for Agent Functionality
- Basic IVR Scripting with Microapps
- ICM Microapps
- Cisco Unified ICM Enterprise Scripting Using Microapplications
- ICM Considerations for Reporting and Monitoring
- Precision Routing
- RONA
- Mobile Agents
- Advanced Scripting and Routing
- ICM Scripting Variables, Expressions, Formulas and Functions
- Creating an Administrative Script for Time of Day Routing
- Creating Feature Control Sets and Users
- Silent Monitoring and Recording
- Basic VXML Functionality
- Installing and Configuring VXML Solution
- Basic VXML SQL Database Lookup
- Exploring Courtesy Callback
- Agent Greeting
- Outbound Options
- Configuring Outbound Option for Agent and IVR Campaigns
- Cisco Unified IC Overview
- Cisco CUIC Reporting
Kazanımlar
- Identify the basic components and operations of the Unified CCE solution
- Configure and script a basic UCCE CVP deployment
- Perform the ICM configuration tasks required to support basic agent functionality
- Build and test a basic ICM script utilizing microapps
- Configure and script UCCE to support reporting requirements, precision queuing and RONA
- Deploy the CVP VXML component in a Unified CCE solution successfully
- Generate basic reports using Cisco Unified IC
