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APCCE 11 - Administering Packaged Contact Center Enterprise (APCCE)

  • Tuition USD $4,195
  • Reviews star_rate star_rate star_rate star_rate star_half 944 Ratings
  • Course Code APCCE
  • Duration 5 days
  • Available Formats Classroom, Virtual

Module 1: Introducing UCCE Lesson 1: Contact Center Basics Lesson 2: PCCE Components Lesson 3: Packaged CCE Lesson 4: Agent Desktop Options Module 2: PCCE Terms and Additional Components Lesson 1: Terms Lesson 2: Additional Components Module 3: PCCE Administration Lesson 1: Web Administration Access Lesson 2: Working with Agents Lesson 3: Working with Agent Attributes Lesson 4: Agent Desk Settings Lesson 5: Introducing Precision Queues Lesson 6: Working with Reason codes Lesson 7: Working with Skill groups Lesson 8: Agent Teams Lesson 9: Understanding Bucket Intervals Lesson 10: Working with Call types Lesson 11: Working with Dialed Numbers Lesson 12: Understanding Expanded Call Variables Lesson 13: Introducing Network VRU Scripts Lesson 14: Using Bulk Loads Lesson 15: Introducing System Information Lesson 16: System Settings Lesson 17: Agent Trace Lesson 18: Log Collections Lesson 19: Departments and Roles Module 4: Accessing PCCE Tools Lesson 1: Accessing UCM Lesson 2: Accessing ICM Lesson 3: Accessing CVP Lesson 4: Accessing Voice Gateways Module 5: PCCE Configuration and Scripting Lesson 1: Script Editor Overview Lesson 2: Scripting for CVP Module 6: Agent Support Consideration Lesson 1: CTI Options Lesson 2: ICM Agent Configuration Lesson 3: UCM Agent Configuration Lesson 4: ICM Agent Scripting Module 7: Scripting with Microapps Lesson 1: Microapps Lesson 2: ECC Variables Lesson 3: Media Server Lesson 4: Prompt Caching considerations Lesson 5: ICM Configuration steps Lesson 6: Building a Simple Script using Microapps Module 8: Reporting Considerations Lesson 1: Touch Points Lesson 2: Reporting Objects Module 9: Precision Routing Lesson 1: Overview Lesson 2: Attributes Lesson 3: Building a Precision Queue Lesson 4: Using Dynamic Queues and Call types Module 10: RONA Lesson 1: Understanding RONA Module 11: Basic VXML Functionality Lesson 1: What is VXML Module 12: Reporting Lesson 1: CUIC Lab Exercises Lab 1-1: Check out the Lab Environment:  Lab 1-2: Explore ICM and CVP Servers:  Lab 2-1: Tools and Utilities for Administering ICM Dialed Numbers and Call Types: Lab 2-2: Prepare a simple Label Script: Lab 2-3: Using ICM Tools for ICM Scripts: Lab 3-1: Configure ICM for Basic Agent Management and Skill Group Functionality Lab 3-2: Configure UCM for Agent Functionality: Lab 3-3: Testing Basic Skill Group Functionality in an ICM Script: Lab 4-1: Media Files and Variables in ICM Scripts to support Prompt, Collect, Queue: Lab 4-2: Basic IVR Scripting with MicroApps: Lab 5-1: Configuring and using Precision Queues: Lab 5-2: RONA Lab 5-3: Implement Administrative Scripts Lab 6-1: VXML Server Configuration and Call Studio Installation: Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project: Lab 6-3: Integrate VXML Applications with ICM Script: Lab 7-1: Configuring CCE for Monitoring and Reporting: Lab 7-2: Run CCE Reports, Create a Dashboard in CUIC Lab 8-1: Business Case

Skills Gained

After successfully completing this class, students will be able to perform the tasks associated with the adds, moves and changes and reporting within the contact center, and in addition take a complex business case from concept through call flow to a working deployment.

Who Can Benefit

Anyone responsible for the day-to-day management and administration of a packaged Cisco Packaged Contact Center Enterprise environment.  


The knowledge and skills that a learner should have before attending this course are as follows:  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. Take the  VFCC  course, by example A basic understanding of contact center operations

How do I enroll?

A comprehensive listing of ExitCertified courses can be found here. You can register directly for the required course/location when you select "register". If you have any questions or prefer to speak with an ExitCertified education consultant directly, please submit your query here. A representative will contact you shortly.

How do I pay for a class?

You can pay at the time of registration using credit card (Mastercard/Visa/American Express) cheque or PO.

When does class start/end?

Classes begin promptly at 9:00 am, and typically end at 5:00 pm.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

How can someone reach me during class?

If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

What languages are used to deliver training?

Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

What does GTR stand for?

GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.

Great preparation and relevant content that I could apply immediately to my job role. Top notch instructor.

Good in providing online courses and rescheduling was followed up very well, but the earbuds promised were not sent.

The AWS Solution Architect Associate class is well organized. The instructor was professional and knowledgable. I would recommend this to co-workers as well as friends.

J’aime cet environnement, je vois qu’on peut faire beaux de chose la dessus. J’aime ce genre de projet ou environnement bien fait.

This training organization helped me learn almost everything about DB2 in a short amount of time. I appreciate the effort and generosity of sharing your knowledge and expertise with me and my colleagues.

2 options available

  • GTR Oct 19, 2020 Oct 23, 2020 (5 days)
    Virtual, CA
    10:00 AM 6:00 PM EDT
  • GTR Dec 7, 2020 Dec 11, 2020 (5 days)
    Virtual, CA
    10:00 AM 6:00 PM EDT
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