AUCCE1 training - Administering Cisco Unified Contact Center Enterprise Part 1 v2.0

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Beschikbare leervormen - Available learning methods AUCCE1 training
Course duration                 Course price                   Corresponding exam
5 days   EUR 2.995,00 excl. BTW/VAT   #642-241 #642-242 #642-243

This 5 day instructor-led course is designed for system engineers and customers involved with the support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment.

Experience Level:
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 Attendees should meet the following prerequisites:

  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
  • Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required
  • Working knowledge of Unified Communications Manager and Voice Gateways
  • Basic understanding of contact center operations

Course content

Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE
  • Unified CCE Components and Architecture
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools

UCCE Configuration and Scripting

  • Configuration Manager
  • Script Editor Overview
  • Scripting for CVP

Unified CCE Inbound Agent Considerations

  • CTI Options Overview
  • Configuring ICM for Agent Functionality
  • Configuring UCM for Agent Functionality
  • Scripting ICM for Agent Functionality

Unified CCE IVR/VRU Functionality

  • Basic IVR Scripting with Microapps
  • ICM Microapps
  • Cisco Unified ICM Enterprise Scripting Using Microapplications

Additional UCCE Considerations

  • ICM Considerations for Reporting and Monitoring
  • Precision Routing
  • RONA

VXML Implementation

  • Basic VXML Functionality
  • Installing and Configuring VXML

Cisco Unified Intelligence Center Reporting

  • Cisco CUIC Reporting
  • Cisco Unified IC Overview

Target audience

This course is intended for those administering a UCEE  solution, or responsible for Level 1-2 support


Recommended preparation for the following exam(s):

  • 642-241 - Unified Contact Center Enterprise Design Exam
  • 642-242 - Unified Contact Center Enterprise Implementation
  • 642-243 - Unified Contact Center Enterprise Support

Delegates looking to take these exams will also need to have studied the AUCCE2 and DUCCE courses