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Through targeted instruction and a series of hands on labs, this course will provide students with a fundamental understanding of Cisco Unified Communications and Unified Contact Center Enterprise environment. It introduces students to the basic role and operation Call Manager, ICM, CVP and Unity Connection (UC).
Student Testimonials
Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus.
Student
Excellent presentation skills, subject matter knowledge, and command of the environment.
Student
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect.
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Prerequisites
To fully benefit from this course, students should have the following prerequisite skills and knowledge:
- Basic understanding of contact center KPIs
- Basic knowledge of networking and components is helpful but not required
- Functional use of a Windows PC and multitasking
Detailed Class Syllabus
Module 1: Exploring Communications Manager and Unity Connection
Describe, at a high level, the Cisco Communications Manager and Unity connection solution
Describe the role of Cisco Unified Communications Manager Clusters
Navigate the Cisco Unified Communications Manager administration tools
Provision a phone with Cisco Unified Communications Manager
Explore the use of Cisco Unified Communications Manager phone templates
Explore Device pools
List and discuss the relevance and importance of Cisco Unified Communications Manager features and services
Describe functionality of Unity Connection as a Voice Mail and/or Auto Attendant Solution
Configure Voice Mail Users and Mail box features
Configure Unity Connection Call Handlers
Module 2: Exploring Unified Contact Center Enterprise (UCCE)
Describe the Cisco UCCE solution including components and KPIs
Examine a UCCE/CVP comprehensive call flow
Access the Cisco UCCE administration tool set
Module 3: Basic configuration and scripting for Agent Support
Utilize Cisco Unified Contact Center Enterprise Configuration manager
Utilize Cisco Unified Contact Center Enterprise Script Editor
Utilizing trouble shooting and verification tools within the UCCE administration tools program group
Introduction to variables
Adding skill groups and agents to a Cisco Unified Contact Center Enterprise deployment
Module 4: Scripting for CVP
Understand the use and function of microapps
Discuss the management tasks associated with CVP media files
Build a simple script to support CVP functionality (Prompt, collect and queue)
Module 5: Advanced Considerations
Understand the use of reporting touch points in a Cisco Unified Contact Center Enterprise script
Implementing precision routing using precision queues and agent attributes Utilizing Cisco Unified Contact Center Enterprise formula editor to create basic routing expressions