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UCCE-AA 11.5Cisco Unified Contact Center Enterprise Administration Advanced

  • Tuition USD $4,395 GSA  $3,763.98
  • Reviews star_rate star_rate star_rate star_rate star_half 3096 Ratings
  • Course Code 6551
  • Duration 5 days
  • Available Formats Classroom, Virtual

UCCE-AA - Cisco Unified Contact Center Enterprise Advanced Administration v11.5 is a 5-day instructor-led course that prepares learners to implement more advanced functions and options in the Cisco Unified CCE environment. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco Finesse Administration, using VoiceXML applications, accessing an external database, and translation routing. 

This course will also provide students with the capability of implementing Cisco Options such as the Cisco Outbound Option, Courtesy Callback, and Agent Greetings and Whisper announcements. 

Finally, the student will learn about advanced reporting topics such as advanced administration, importing reports, and custom reporting.

Skills Gained

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

  • Understand CCE solutions, architecture, solution options, deployment models, integrated features and call flow options.
  • Apply advanced scripting principles using the expression editor and custom functions as well as implement silent monitoring and recording.
  • Understand Cisco Finesse administration and how to set up reason/wrap-up codes, desktop layout, custom variables, and workflow applications and implement Finesse IP Phone Agent.
  • Understand and implement VoiceXML applications and configure access to an external database via the VXML Server.
  • Understand the concepts behind translation routing to include when, why, and how to implement translation routing in a Cisco Unified CCE or traditional ICM environment.
  • Implement Cisco Unified CCE Options including Cisco Outbound dialing, Courtesy Callback, Agent
  • Greeting/Whisper announcements, and Mobile Agent.
  • Understand advanced CUIC reporting concepts including administration, importing reports, and custom reporting.

Who Can Benefit

  • Cisco Unified Communications system channel partners and resellers.
  • System and technical support engineers.
  • Customers who are deploying and maintaining Cisco Unified CCE solution products.

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:

  • Working knowledge of Cisco networking and components such as routers and switches.
  • Working knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
  • Attendance in Cisco Unified CCE Administration classes (AUCCE1 or UCCE-A) or equivalent real world experience. This class will assume the student has a basic working knowledge of Cisco Unified CCE and its administration.

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.

The course content and the delivery by the Instructor was good. I had a good learning experience with ExitCertified. Definitely recommend it to others.

This is an amazing tool for high-level continuous learning looking for obtaining Amazon certifications. It is great to have structure and scheduled so well organized. This method could reduce the study time for an Amazon certification to less than a half.

Course material and instructor was excellent, one of the labs didnt work very well.

Excellent remote class environment and it was a good experience of remote learning.

I like the classes delivered by starting with the basic concepts and going through each of them in detail along with their demo on the IBM platform. i like that the classes were very planned and organized.Also, the material provided was very good

4 options available

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  • Jun 14, 2021 Jun 18, 2021 (5 days) GTR
    Location
    Virtual
    Language
    English
    Time
    9:00 AM 5:00 PM EDT
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  • Aug 9, 2021 Aug 13, 2021 (5 days)
    Location
    Virtual
    Language
    English
    Time
    9:00 AM 5:00 PM CDT
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  • Oct 4, 2021 Oct 8, 2021 (5 days)
    Location
    Virtual
    Language
    English
    Time
    9:00 AM 5:00 PM PDT
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  • Nov 29, 2021 Dec 3, 2021 (5 days)
    Location
    Virtual
    Language
    English
    Time
    9:00 AM 5:00 PM CST
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