Fast Lane Specialized Training

FL-UCCE Power Workshop Extended

Unified Contact Center Enterprise Power Workshop Extended

Preis:
Austria:
EUR 6,500.00 exkl. USt.

Dauer: 10 Tage

Zielgruppe:

  • Channel Partner / Reseller
  • Customer
  • Employee

Zielgruppe:

  • System Engineers
  • Channel Partner/Reseller
  • Customers
Termine
Für diesen Kurs bieten wir auch eine individuelle Kursplanung an. Für Rückfragen bzw. nähere Informationen stehen Ihnen unsere Experten unter der Tel. +43 (0)1 70795380 oder per e-mail info@flane.at jederzeit gerne zur Verfügung.
Voraussetzungen

Erfahrung mit Microsoft Windows Server 2003 und Active Directory Administering Cisco Unified Contact Center Enterprise v1.0

Kursinhalt

Der Cisco Unified Contact Center Enterprise Power Workshop (UCCE PW) ist ein Trainer-geführter Kurs entwickelt von Fast Lane um System Ingenieure mit der Installierung und Handhabung von Cisco Unified Contact Center Enterprise v10.0 (CCE) Produkten zu unterstützen. Dieser Kurs komprimiert den Administering Cisco Contact Center Enterprise Part 1 und 2 (AUCCE1 und AUCCE2) sowie den Deploying Cisco Unified Contact Center Enterprise (DUCCE) zu einem Kurs.

Die Teilnehmer erlangen durch diesen Kurs ein Verständnis für das Cisco Unified CCE v10.0 System, die Intelligent Contact Management (ICM) routing Applikation und der Cisco Outbound Optionen. Es wird die Konfigurierung der Cisco Unified CCE v10.0 Software gelehrt sowie die Anwendung der ICM routing Software und die Vermittlung der Anrufe durch Cisco Unified IP IVR und Cisco Unified Communications Manager. Zusätzlich werden verschiedene ICM Betriebsmittel erklärt um die Auffindung von Konfigurierungsfehlern zu ermöglichen ebenso wie die Konfigurierung der Cisco Outbound Optionen. Weiters werden die Cisco Unified Einsatzmöglichkeiten, Prozesse, Fehlertoleranzen, Installierung und die elementare Fehlerbehebung durchgenommen. Es wird die Cisco Unified Software installiert und es werden die Cisco Unified CCE troubleshooting Tools vorgestellt und letztendlich werden praktische Laborübungen der Cisco Unified Intelligence Center reporting Plattform durchgeführt um das Wissen zu vertiefen und zu festigen. 

Kursziel

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

  • Demonstrate an overall understanding of the Cisco Unified CCEv10.0 system, the Intelligent Contact Management (ICM) routing application, and its environment
  • Configure a Cisco Unified CCE v10.0 system that routes from Cisco Unified IP IVR
  • Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database
  • Understand administrative scripting, translation routing concepts, and how translation routing operates
  • Configure a new Cisco Unified CCE v10.0 system that routes from Cisco Unified Communications Manager v10.0
  • Understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign
  • Demonstrate an overall understanding of the Cisco Unified CCE system, processes, and its environment.
  • Install and configure a Cisco Unified CCE system Create routing options using an external SQL database and an Application Gateway.
  • Install and configure Cisco Outbound Option.
  • Install and utilize Cisco Support Tools, Cisco Analysis Manager, and Cisco Unified Intelligence Center.
  • Provide a comprehensive overview of the Cisco Unified Intelligence Center
  • Demonstrate how to install, administer, and provide security for the CUIC solution.
  • Describe reporting concepts and capabilities and features of CUIC reports.
  • Provide a detailed description of how custom reports from normal data sources (Cisco Unified CCE and Cisco CVP) and new data sources can be created to meet specific customer requirements.
Voraussetzungen
  • Basic knowledge of MS Windows-NT Server
  • Familiarity with your call center operations (ACD, Network, and any IVR implementations)
Kursziele

This Power Workshop is intended for personnel who will implement, configure and support the Cisco IPCC Product. After completing this Fast Track, students will be able to:

  • Accurately explain the IPPC Concept
  • Identify solution models and their issues
  • Build a 'clean order' for an IPCC Solution
  • Design an IPCC Solution using all applicable components
  • Install, configure, test and maintain IPCC Components for the single-site environment
  • Formulate and implement IPCC Call flows and routing
  • Use Cisco's Standard IPCC Deployment Tools
  • Troubleshoot the IPCC Solution Set  
Kursgliederung

AUCCE1 Content:

  • Cisco Unified Contact Center Enterprise v10 Foundations
  • UCCE Configuration and Scripting
  • Unified CCE Inbound Agent Considerations
  • Unified CCE IVR / VRU Functionality
  • Additional UCCE Considerations
  • VXML Implementation
  • Cisco Unified Intelligence Center Reporting

AUCCE2 Content:

  • Cisco Unified Contact Center Enterprise v10 Overview
  • CCE Config and Scripting
  • CCE (ICM) Advanced Scripting
  • Advanced VXML Functionality
  • Supporting CCE

DUCCE Content:

  • Cisco Unified Contact Center Enterprise Overview.
  • Cisco Unified Contact Center Enterprise Component Architecture.
  • Installing Cisco Unified Contact Center Enterprise.
  • Database and Application Driven Routing Options.
  • Installing Cisco Outbound Option.
  • Reporting and Maintenance Tools.
Kursinhalt

ICMPT 1, Version 7.0 (Cisco ICM Product Training Part 1)
ICMPT 2, Version 7.0 (Cisco ICM Product Training Part 2)
IPCCE, Version 1.0 (IP Contact Center Enterprise)

  • Configuration & Scripting
  • Reporting & Monitoring
  • Blended Agent
  • ICM Deployment Planning
  • ICM Functional Description
  • ICM 5.0 Third Party Software
  • Installing NAMSP Instance
  • Configuring NAMSP
  • Installing ACME Instance
  • Configuring ACME
  • Installing BUZCO Instance
  • Tools
  • IPCC SYNOPSIS
  • Hardware Selection
  • IPCC Deployment
  • Team Roles & Responsibilities
  • IPCC Solutions Packages and Ordering Information
  • Case Study
  • Call and Control Flows
  • ICM Central Controller Installation
  • Understanding the ICM Software Processes
  • Seattle Contact Center Project
  • Cisco Application Editor
  • Creating an Application
  • CallManager as a Routing Client
  • IPCC Features
  • IPCC Design Consideration
  • Final Contact Center Project
Weitere Informationen

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