Duration: 5 Days
Software Assurance Value:
Packaged Contact Center Enterprise (APCCE) is a course that provides
students with an introduction and understanding of Cisco Unified
Contact Center Enterprise basics and components. APCCE is an
administration course focusing on the day-to-day tasks needed to manage
a Cisco deployed Packaged Contact Center Enterprise environment.
While the class will focus on the ICM web administration tool,
students will also be introduced to the supporting Call Manager and CVP
configurations and administration requirements.
The class begins with an introduction to contact center operations
and KPIs and then covers the administration and configuration of the
most frequently addressed contact center parameters including; Agents,
Agent Teams, Skill Groups, Precision Queues, Front End VRU Scripts,
Call Flows and Scripting, and Reporting and Security. Student
understanding of each of the topics covered will be reinforced through
the use of practical hands on labs and workshops.
Finally, students will be given the opportunity to implement a
practical business case utilizing their newfound PCCE knowledge. The
business case will be presented as a set of requirements which students
will be required to analyze, configure and script from the ground up.
Once completed, students will be encouraged to present their completed
solution for an ’acceptance test’.
As an administration class, we will assume that the deployment is
complete and the underlying telephony platform(s) have been
responsible for the day-to-day management and administration of a
packaged Cisco Packaged Contact Center Enterprise environment.
Module 1: Introducing UCCE
Module 2: PCCE Terms and Additional Components
Module 3: PCCE Administration
Module 4: Accessing PCCE Tools
Module 5: PCCE Configuration and Scripting
Module 6: Agent Support Consideration
Module 7: Scripting with Microapps
Module 8: Reporting Considerations
Module 9: Precision Routing
Module 10: RONA
Module 11: Basic VXML Functionality
Working knowledge of Contact Center Operations