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Packaged CCE Administration (PCCE)

This course is designed for anyone responsible for the day-to-day management and administration of a Cisco Packaged Contact Centre Enterprise environment.

Duration 1 day
Group Size Up to 5 people per session
Prerequisite The knowledge and skills that a learner should have before attending this course are as follows:
Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful.
Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required.
A basic understanding of contact centre operations.
Course type Administration
Training Room Requirements Meeting Room
Flipchart
Projector
PC per attendee with Internet Explorer
ACD Setup Information and Call Flows
Remote Training Requirements Sessions will be hosted using either Webex or Microsoft Teams sessions
Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams
Note This course should take place after a cutover

Course Content

After successfully completing this class, attendees will be able to perform the tasks associated with the adds, moves, changes and reporting within the contact centre, and in addition take a complex business case from concept through call flow to a working deployment.

Introducing UCCE

  • Contact Centre Basics
  • PCCE Components/architecture
  • Agent Desktop Options

PCCE Administration

  • Web Administration Access
  • Working with Agents
  • Working with Agent Attributes/skills
  • Agent Desk Settings
  • Introducing Precision Queues
  • Working with Reason codes
  • Working with Skill groups
  • Agent Teams
  • Understanding Bucket Intervals
  • Working with Call types
  • Working with Dialled Numbers
  • Understanding Expanded Call Variables
  • Introducing Network VRU Scripts
  • Introducing System Information
  • System Settings
  • Agent Trace
  • Log Collections
  • Departments and Roles

Accessing PCCE Tools

  • Accessing UCM
  • Accessing ICM
  • Accessing CVP
  • Accessing Voice Gateways

PCCE Configuration and Scripting

  • Script Editor Overview
  • Scripting for CVP

Agent Support Consideration

  • CTI Options
  • ICM Agent Configuration
  • UCM Agent Configuration
  • ICM Agent Scripting

Scripting with MicroApps

  • MicroApps
  • ECC Variables
  • Media Server
  • Prompt Caching considerations
  • ICM Configuration steps
  • Building a Simple Script using MicroApps

Reporting Considerations

  • Touch Points
  • Reporting Objects

Precision Routing

  • Overview
  • Attributes
  • Building a Precision Queue
  • Using Dynamic Queues and Call types

RONA

  • Understanding RONA

Basic VXML Functionality

  • What is VXML

Reporting

  • CUIC
  • User access and report scheduling/email

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