Cisco Unified Contact Center Enterprise Administration (UCCE-A)
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.
Duration: 40-45hrs
Course Content:
- 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.