Objectives and Scope:
Participants of this five-day course will learn to administer the various aspects of the Cisco Unified Contact Center Enterprise (UCCE) solution, including the Cisco CallManager, Cisco Voice Gateway, Cisco ICM Voice Components, Cisco Agent Desktop Product Suite and Cisco IP IVR. Through hands-on lab study, participants will gain the knowledge to configure system components and features, generate reports and monitor the system, as well as learn troubleshooting techniques through scenario-based study.

Prerequisites: 
Basic telecommunications and data networking knowledge is recommended.

Upon completion of this course you will be able to:

• Identify Cisco UCCE hardware, software and basic call flow

• Understand the functionality of Cisco Voice Gateway, Cisco CallManager, Cisco IP IVR, Cisco ICM, UCCE and Cisco Agent/Supervisor Desktop

• Understand through demonstration a working UCCE system and verbalize a UCCE call flow

• Understand the integration of the components through an overview of the configuration of each of the components

• Administer individual UCCE Components-
  
  

  -	CallManager: adding route points and phones, associate devices with users, device pools, line strategies
  -	IP IVR components: configuration, basic scripting, recording speech, uploading and refreshing scripts and modifying speech.
  -	ICM components: adding agents, skill groups, teams and routes, mapping agents to skill groups, modifying a translation route, device targets, understanding labels, understanding and modifying scripts, and creating desk settings for voice agents.
  -	Agent/Supervisor Desktops: configuring user interface, workflow, and enterprise data.

• Monitor ICM and IP IVR scripts

• Utilize standard template reports for ICM and navigate through Cisco Web View

• Understand the configuration of multiple components in an UCCE environment

• Understand basic troubleshooting tools and techniques
   

Recommended Attendees include those responsible for:

• Configuring the ICM voice components including routing and scripting

• Administering the CallManager (adding agent phones and CTI route points for the contact center) for UCCE

• Administering the agent desktop (including functionality and workflow automation)

• Creating and/or modifying the IVR scripts
   

Typical Titles Include:

• Network Administrator

• Contact Center Manager

Tuition:

• Minneapolis Training Center-  $2,875 per student

Duration:  5 days

Cancellation Policy:
Click here for Cancellation Policy

Registration:

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Cancellation Policy

Participant Cancellation: Enrolled Participants are expected to attend the classes for which they are registered unless circumstances require cancellation or sending a substitute.  In the event of participant cancellation, written or e-mail notice of cancellation must be received at least ten (10) business days prior to the scheduled start of the class.  This advance notice allows for possible enrollment of other possible participants who may be on a waiting list.  Failure to provide written notification of a substitute attendee will result in a cancellation fee of 25% of the course tuition for the participant.  In the event of participant substitution, the enrolled participant is responsible to provide Spanlink with the name of the substitute participant at least one (1) business day prior to the scheduled start of the class.

Spanlink Cancellation: Spanlink reserves the right to cancel, postpone, or reschedule a class at any time if deemed necessary.  If a class needs to be cancelled or rescheduled, we will notify you as soon as possible to allow you to cancel travel arrangements.  While we strive to hold all scheduled classes as scheduled, there are occasionally circumstances that require us to cancel or postpone a particular class.

If you have any questions regarding this policy, please contact your course instructor or email us at training@spanlink.com.

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