Cisco - APCCE 11 - Administering Packaged Contact Center Enterprise (APCCE)
Duration: 40-45hrs
Course Content:
Module 1: Introducing UCCE Lesson 1: Contact Center Basics Lesson
2: PCCE Components Lesson
3: Packaged CCE Lesson
4: Agent Desktop Options Module 2: PCCE Terms and Additional Components Lesson 1: Terms Lesson 2: Additional Components Module 3: PCCE Administration Lesson 1: Web Administration Access Lesson 2: Working with Agents Lesson 3: Working with Agent Attributes Lesson 4: Agent Desk Settings Lesson
5: Introducing Precision Queues Lesson
6: Working with Reason codes Lesson
7: Working with Skill groups Lesson
8: Agent Teams Lesson
9: Understanding Bucket Intervals Lesson
10: Working with Call types Lesson
11: Working with Dialed Numbers Lesson
12: Understanding Expanded Call Variables Lesson
13: Introducing Network VRU Scripts Lesson
14: Using Bulk Loads Lesson
15: Introducing System Information Lesson
16: System Settings Lesson
17: Agent Trace Lesson
18: Log Collections Lesson
19: Departments and Roles:
Module 4: Accessing PCCE Tools Lesson 1: Accessing UCM Lesson 2: Accessing ICM Lesson 3: Accessing CVP Lesson 4: Accessing Voice Gateways Module 5: PCCE Configuration and Scripting Lesson 1: Script Editor Overview Lesson 2: Scripting for CVP Module 6: Agent Support Consideration Lesson 1: CTI Options Lesson 2: ICM Agent Configuration Lesson 3: UCM Agent Configuration Lesson 4: ICM Agent Scripting Module 7: Scripting with Microapps Lesson 1: Microapps Lesson 2: ECC Variables Lesson 3: Media Server Lesson 4: Prompt Caching considerations Lesson 5: ICM Configuration steps Lesson 6: Building a Simple Script using Microapps Module 8: Reporting Considerations Lesson 1: Touch Points Lesson 2: Reporting Objects Module 9: Precision Routing Lesson 1: Overview Lesson 2: Attributes Lesson 3: Building a Precision Queue Lesson 4: Using Dynamic Queues and Call types Module 10: RONA Lesson 1: Understanding RONA Module 11: Basic VXML Functionality Lesson 1: What is VXML Module 12: Reporting Lesson 1: CUIC Lab Exercises Lab 1-1: Check out the Lab Environment: Lab 1-2: Explore ICM and CVP Servers: Lab 2-1: Tools and Utilities for Administering ICM Dialed Numbers and Call Types: Lab 2-2: Prepare a simple Label Script: Lab 2-3: Using ICM Tools for ICM Scripts: Lab 3-1: Configure ICM for Basic Agent Management and Skill Group Functionality Lab 3-2: Configure UCM for Agent Functionality: Lab 3-3: Testing Basic Skill Group Functionality in an ICM Script: Lab 4-1: Media Files and Variables in ICM Scripts to support Prompt, Collect, Queue: Lab 4-2: Basic IVR Scripting with MicroApps: Lab 5-1: Configuring and using Precision Queues: Lab 5-2: RONA Lab 5-3: Implement Administrative Scripts Lab 6-1: VXML Server Configuration and Call Studio Installation: Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project: Lab 6-3: Integrate VXML Applications with ICM Script: Lab 7-1: Configuring CCE for Monitoring and Reporting: Lab 7-2: Run CCE Reports, Create a Dashboard in CUIC Lab 8-1: Business Case