Cisco Programs
Cisco Courses
Unified Contact Center Enterprise/Intelligent Contact Manager w/CVP (UCCE/ICM w/CVP)
Program:
OVERVIEW
This five-day course effectively combines concepts discussed in the Unified Contact Center Enterprise (UCCE), Intelligent Contact Manager (ICM 7.x) and CVP courses. The goal of this course is to combine the best elements of related Unified Contact Center courses into an accelerated one-week course, maximizing the exposure to the product(s) while minimizing time spent away from the job at training.
The UCCE/ICM with CVP course is intended for personnel within the contact center environment who are responsible for the daily Operation, Administration, Maintenance, and Provisioning (OAM&P) of the UCCE environment using CVP as a Prompt/Collect/Queue platform. The course starts at the 40,000-foot level of the UCCE products describing the component and process interaction across the various components of a typical UCCE network. Once the appropriate foundation has been laid, the remainder of the week will be spent at ground level, implementing, configuring, scripting and troubleshooting a Comprehensive CVP deployment. Differing Unified deployment models are discussed, as well as integration of CVP in a Legacy (traditional PBX/ACD) environment. The lab exercises include the following topics: Ingress/Egress and VXML Gateway configuration (H.323 and SIP), CVP component configuration (Ops Console, Call Control Server, VXML Server, Call Studio, Reporting Server), Communications Manager Configuration, ICM configuration and scripting using both MicroApps and External VXML applications built in Call Studio, as well as numerous troubleshooting opportunities. This class is extremely interactive, involving integration of the components as they are discussed, using real equipment, thus maximizing your Just-In-Time Training©_ experience.
PREREQUISITES
- Working knowledge of MS Windows in an Active Directory environment
- Working knowledge of TCP/IP networking
- Working knowledge of Cisco Contact Manager/Communications Manager and associated Voice Gateway functionality
- Familiarity with basic contact center operations (PBX, ACD, network and IVR implementation)
COURSE OUTLINE
- Day 1: Cisco Unified Contact Center Enterprise Technical Overview
- Day 2: Initial CVP and IOS Gateway Configuration
- Day 3: ICM Configuration and Scripting for CVP
- Day 4: UCCE CTI functionality and VXML Scripting
- Day 5: CCE Monitoring, Reporting and Troubleshooting
COURSE STATS
Unified Contact Center Enterprise/Intelligent Contact Manager Administration with CVP (UCCE/ICM w/CVP)
30 contact hours
Run during the daytime in rotation
Run during the evening as dictated by demand