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705 Progress Ave. Suite 110, Scarborough, Ontario, M1H 2X1, Canada
Email: info@voicebootcamp.com

Tel: +1-437-913-9504

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Cisco UCCE Training

Cisco UCCE Training - Advanced Scripting

Course Overview - Advanced Scripting

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.

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Course Information

  • 5 Days Instructor-led Training
  • 200 Hours of Lab Access after Training
  • Free Retake Upto 2 Until You Pass
  • Study Materials Included
  • 2 Major In House Project
  • Can't Travel? Attend Online or Onsite
  • 3 or More? We can come to your location, anywhere in the world
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Upcoming Schedules

What You Will Learn?

    • Understand CCE solutions, architecture, solution options, deployment models, integrated features, and call flow options.
    • Understand underlying Cisco Unified CCE processes, messaging, and fault tolerance schemes.
    • Install, upgrade, and make basic configurations in Cisco Unified Communications Manager.
    • Install, create databases, integrate, and upgrade all ICM components to include the ICM Router, Logger, Administration & Data Server, Peripheral Gateways, CTI Gateway and Cisco Finesse.
    • Install, integrate, configure, and upgrade Cisco Unified CVP components to include the CVP Call Server, Voice XML Server, Media Server, Reporting Server, and Cisco VVB.
    • Install, upgrade, and make configurations for Cisco Unified Intelligence Center and Cisco Outbound Option Agent- and IVR-based campaigns.

    Outline

    • Chapter 1 – Introduction To Script Editor
    • Chapter 2 – Call Types, Contact Data & Scripting
    • Chapter 3 – Categorizing Contacts
    • Chapter 4 – Selecting Routing Targets
    • Chapter 5 – Network VRUs
    • Chapter 6 – Multichannel Routing
    • Chapter 7 – Using Formulas
    • Chapter 8 – Scripting Administration
    • Chapter 9 – Scripting Editor Feature Control
    • Chapter 10 – Internet Script Editor
    • Chapter 11 – Scripting In A Unified CCE Environment
    • Chapter 12 – Utility Nodes
    • Chapter 13 – Full Example Scripts
    • Chapter 14 – Hosted Scripting Consideration

    Lab Outline

    • Introduction To Script Editor
    • Create A Basic Script
    • Catagorize Call Based On Call Type
    • Route Calls To Different Script Using Call Type Prefix
    • Categorizing Calls Based On Time Of Day And Day Of The Week
    • Executing Different Script Using CallType
    • Executing Different Script Using Gotoscript
    • Allocate Percentage Of Calls To Different Script
    • Routing Calls To Agents Directly
    • Routing Calls To Agents Via Skills Group
    • Routing Calls To Agents From Different Skills Group Across Multiple Cluster
    • Routing Calls To Agents In Round Robin Fashion Across Multiple Sklls Group
    • Route A Calls To Listen To Announcement
    • Route Calls Based On Schedule Target To Such As Follow The Sun
    • Routing Calls Using Standard Targeting Rule
    • Routing Calls Using Custom Conditional Rule
    • Trafering Calls From Agent To Agent
    • Distributing Contacts Using One Node
    • Rerouting Calls Due To Transit Failure Such Agent Available But Not Reachable
    • Sending A Calls To IP IVR And Listen To Welcome Prompt
    • Sending Calls To VRU Using Translation Route
    • Running External Scripts
    • Queue A Call When Agent Not Available
    • Plaing A Call In Queue When Agent
    • How To Adjust A Call Priority In The Queue
    • How To Remove A Call From Queue
    • Using Microapp To Prompt And Collect Data
    • Using Microapp To Provide Menu Driven Application
    • Collecting Input From Caller Using Collect Data Node
    • Prompting A Caller To Select From A Set Of Options Using Menu
    • Script To Play Prompt Via VRU
    • Temporarily Halting Script Execution
    • Using Single-Target Variable Examines Data For One Specified Routing Target
    • Using Multiple-Target Variable Examines Data Across Multiple Routing Targets

    Pre-Requisites

    • Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing 
    • Basic knowledge of CUCM
    • Basic knowledge of contact center operations 
    • Familiarity with Microsoft desktop applications and SQL database operations

    Why you choose us

    A Global Name In Cisco and AWS Training
    • Published 10 Computer Based Training Materials

      We are the only Canadian company that has in-house published Video books on Cisco Training that are sold from $799 to $1599

    • Free Retake of Any course Up to 2 years
    • 24/7 Access to Facility & Lab
    • Mentor Ship Program
    • Get Experience Certificate
    • We Train US Army, Navy and Air Force
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    Contact Us

      •  705 Progress Ave. Suite 110, Scarborough, Ontario, M1H 2X1, Canada
      • +-437-913-9405
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