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Description
On the first day, various tips, tricks and Best
Practices associated with the Unified Contact Center Enterprise (UCCE)
environment will be presented. The areas discussed will be the steps
necessary to design, implement and operate a working UCCE solution. The
final part of this discussion will be steps to recognize the need to
optimize and potentially upgrade the UCCE environment.
The second day will provide the students with access
to a real-world lab environment. The students will work in teams to
troubleshoot various issues. Examples are (but not limited to) a new
call flow utilizing the Application Gateway that is broken, Integration
issues in the Parent/Child (ICM/UCCX) configuration as well as UCCE
integration issues between UCCE – Communications Manager – and the
IP/IVR. Each set of troubles will be identical for the entire audience
so that a resolutions discussion can take place and review the
troubleshooting steps used.
This course is based on ICM Release7.0.
Objectives
- Describe the steps needed to design a good UCCE solution.
- Develop a plan to implement a UCCE solution.
- Understand the tools available to both operate and eventually optimize the same solution.
- Leverage the experience they have gained to troubleshoot real world issues using sound troubleshooting methodologies.
Prerequisites
- The course material is intended for customers and integrators of Cisco Unified Contact Center Enterprise.
- To receive the maximum benefit the student should meet either of the following two prerequisites:
- Formal training in ICMPT1, ICMPT2 & IPCCE followed with six months or more hands-on experience with the software
- 2+ years of hands-on experience with no formal training
Who Should Attend
This course is primarily intended for Telecom
Managers, Console Operators, Telecom Analysts, Application Developers
and other individuals responsible for designing and implementing the
UCCE configuration. |
