Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2)

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2)

• Lab 1-1: Overview of the AUCCE Lab Environment
• Lab 1-2: Explore Your Voice Gateway (Ingress/VXML)
• Lab 1-3: Explore CVP and ICM Servers
• Lab 2-1: Administering ICM Dialed Numbers and Call Types
• Lab 2-2: Media Files and Variables in ICM Scripting
• Lab 2-3: Basic IVR Scripting with MicroApps
• Lab 2-4: Configure ICM for Agent and Skill Group Functionality
• Lab 2-5: Configure UCM for Agent Functionality
• Lab 2-6: Install CTIOS Agent Desktop (Optional)
• Lab 2-7: Scripting for Skill Groups and Queuing
• Lab 2-8: Configuring Precision Routing
• Lab 2-9: RONA
• Lab 2-10: CTI Route Point Initiated Calls
• Lab 2-11: Configure Agent Transfers via Unified CCE DN Plan
• Lab 3-1: Implement Administrative Scripts
• Lab 3-2: Feature Control Sets and Users
• Lab 4-1: VXML Server Configuration and Call Studio Installation
• Lab 4-2: Create and Deploy a Cisco Unified Call Studio Project
• Lab 4-3: Integrate VXML Applications with an ICM Script
• Lab 4-4: SQL DB Lookup Functionality for VXML
• Lab 4-5: Implement Cisco Courtesy Callback
• Lab 4-6: Agent Greeting
• Lab 5-1: Configure Outbound Agent Campaign – SIP Dialer
• Lab 5-2: IVR Campaign (Challenge Lab)
• Lab 6-1: Using Troubleshooting Tools
• Lab 6-2: Track call thru RCD/TCD Records
• Lab 6-3: Instructor Break/Fix Lab