This course is designed for:

• Cisco Unified Communications system channel partners and resellers
• System engineers The secondary audience for this course is as follows:
• Customers who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products

Upon completing this course, you will be able to meet these overall objectives:

• Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, the Intelligent Contact Management (ICM) routing application, and its environment
• Configure a Cisco Unified CCE v8.0 system that routes from Cisco Unified IP IVR
• Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database
• Understand administrative scripting, translation routing concepts, and how translation routing operates
• Configure a new Cisco Unified CCE v8.0 system that routes from Cisco Unified Communications Manager v8.0
• Understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign
• Describe basic reporting characteristics of Cisco Unified Intelligence Center

Cisco Unified Contact Center Enterprise v8.0 Product Overview

• Presenting Cisco Unified Contact Center Enterprise v8.0
• Call Routing Options
• Components of Cisco Unified Contact Center Enterprise v8.0
• Intelligent Contact Management Routing Techniques
• ICM Pre-Route
• ICM Post-Route

Configuring Cisco Unified Contact Center Enterprise v8.0

• Introduction
• Integrating Cisco Unified Communications Manager v8.0
• Integrating Cisco Unified IP IVR
• Cisco Unified Customer Voice Portal
• Cisco Unified CCE v8.0 Configurations
• Agent Desktop Options
• Using the Cisco Unified CCE v8.0 Script Editor

Extended Functions

• Creating Feature Control Sets and Users
• Using Script Editor Utilities
• LesCreating and Using Cisco Unified CCE v8.0 Variables
• Configuring Access to an External Database
• LesAdding Multiple Skill Groups

Administrative Scripts and Translation Routing

• Understanding Administrative Scripts
• Understanding Translation Routing

Configuring a Second Peripheral

• New Peripheral Basic Configuration
• Creating Translation Routes for Cisco Unified Contact Center Enterprise v8.0
• Enterprise Services and Skill Groups

Configuring Cisco Outbound Option

• Cisco Outbound Option Overview
• Cisco Outbound Option Configuration

Cisco Unified Intelligence Center

• Cisco Unified IC Overview
• Cisco Unified IC Reporting

• Deploying Cisco Unified Contact Center Enterprise (DUCCE)