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Cisco Unified Contact Center Enterprise Administration (UCCE-A)

  • Tuition USD $4,395 GSA  $3,763.98
  • Reviews star_rate star_rate star_rate star_rate star_half 3095 Ratings
  • Course Code 6550
  • Duration 5 days
  • Available Formats Virtual, Classroom

UCCE-A - Cisco Unified Contact Center Enterprise Administration v11.5 is a 5-day instructor-led course that prepares learners to administer the Cisco Unified CCE v11.5 solution. This course will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution and requirements for basic ACD and IVR configurations to include using ICM Configuration Manager and associated utilities, setting up agents, providing for basic IVR activities, and using the Cisco Finesse Agent desktop.

This course will also provide knowledge on how to use the ICM Script Editor and associated utilities to implement basic routing techniques, routing for transfers, ring-no-answer conditions, and Precision Routing.

Lastly, this course provides basic overall knowledge on Cisco Unified Intelligence Center deployments and how to use the reporting interface to access, view, and personalize report templates and dashboards.

Skills Gained

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

  • Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options.
  • Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop.
  • Understand requirements and configurations to implement IVR activity in Cisco Unified CVP.
  • Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager, and routing in a ring-no-answer condition.
  • Understand basic concepts and terms to access, view, modify reports, and use other reporting functions provided by Cisco Unified Intelligence Center.

Who Can Benefit

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center.
  • System and technical support engineers.
  • Day 1 and Day 2 support personnel.
  • Administrative and reporting personnel.

Prerequisites

All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform with these capabilities:

  • Windows (preferred), Mac and Linux operating systems supported.
  • Access to the internet with speeds greater than 1 Mbps.
  • Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
  • Must have or the ability to install Cisco AnyConnect VPN software and Cisco IP Communicator.
  • Must have the ability to use Remote Desktop Connection for access to lab servers.
  • Headsets for audio communications can be helpful.

Students should also have:

  • Basic knowledge of Cisco networking and components such as routers and switches.
  • Basic knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
  • Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.

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.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals, and private on sites. View our group training page for more information.

It is very good and very simple instructions. almost to much hand holding.

Great training platform, signing up for courses is made easy and a great customer support team is there to answer any question and provide assistance during application. The course was great overall, instructor explained everything throughly and quickly answer any incoming questions.

The course was very thorough and the instructor ensured that all the students were on the same page.

This AWS training is very well designed and supported in the virtual lab. One of the best virtual lab experiences I have had, and I have had many. Sean the instructor made the material easy to grasp with his high-level drawings to supplement the slides.

Learnt new things on AWS DEVOPS side from Tutor Ryan. Happy that he was able to assist on our questions.

3 options available

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  • May 24, 2021 May 28, 2021 (5 days) GTR
    Location
    Virtual
    Language
    English
    Time
    12:00 20:00 EST
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  • Jul 26, 2021 Jul 30, 2021 (5 days)
    Location
    Virtual
    Language
    English
    Time
    10:00 18:00 EST
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  • Sep 13, 2021 Sep 17, 2021 (5 days)
    Location
    Virtual
    Language
    English
    Time
    09:00 17:00 EST
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