Length: 5 days
Audience: The primary audience for this course is as follows: - Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation or administration of a Cisco Unified Contact Center. - System and technical support engineers. - Day 1 and Day 2 support personnel. - Administrative and reporting personnel.
Cisco Unified Contact Center Enterprise Administration (UCCE-A) is a 5-day instructor-led course that helps prepare 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. This course will also provide knowledge on how to use the ICM Script Editor and associated utilities to implement basic routing techniques, routing for transfers, ring-no-answer conditions and Precision Routing. And last, this course provides basic overall knowledge on Cisco Unified Intelligence Center deployments and how to use the reporting interface to access, view, and personalize report templates and dashboards.