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
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