New Age Technologies has been delivering Authorized Training since 1996. We offer Cisco’s full suite of authorized courses including Network Management, Interconnecting Cisco Network Devices (ICND2), Cisco UCM, Wireless, Implementing Cisco Secure Access Solutions, Storage Networking and more. If you have any questions or can’t seem to find the Cisco class that you are interested in, contact one of our Cisco Training Specialists. Invest in your future today with Cisco training from New Age Technologies.

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COURSE INFORMATION

Administering Cisco UCM and Unity Connection Course Overview:

The Administering Cisco UCM and Unity Connection Course course combines the Administering Cisco Unified Communications Manager (ACUCM) and Administering Cisco Unity Connection (AUC) courses into one. Details of both are below…

Administering Cisco Unified Communications Manager (ACUCM):

This course teaches the concepts of IP telephony based in system administration, including its function, features, and configuration. This course begins with the basic concepts of IP telephony and very quickly moves you forward into an understanding of the following system concepts:

• Clustering
• Creation of phones and users
• Route plans
• Digit manipulation
• Media resources
• Phone features

The ACUCM course does not cover the following:

• Issues of initial deployment
• New cluster deployment or international deployments
• Issues with the underlying network that involve:
• Routers
• Switches
• Cisco IOS software configuration

Administering Cisco Unity Connection (AUC):

This course describes the Cisco Unity Connection administration features, options, and configuration settings as they apply to the administrator. The course presents Cisco Unity Connection with the focused goal of providing you with the necessary skills to perform their day-to-day job functions using the Cisco Unity Connection system.

Who Should Attend:

• Phone network administrators, Data system administrators, Entry-level network engineers, Administrators, IT support personnel, and Helpdesk support staff
• Learners looking to gain a technical overview of Cisco Unified Communications Manager
• Learners who need a preparatory course before taking Implementing Cisco Unified Communications IP Telephony Part 1 (CIPT1) and Implementing Cisco Unified Communications IP Telephony Part 2 (CIPT2)
• Introduction to Cisco Unity Connection for Network Engineering Staff Personnel

Administering Cisco UCM and Unity Connection Course Prerequisites:

Before attending this course, you must have the following:

• Basic knowledge of IP and networking or voice networks is suggested, but not required
• Basic knowledge of the Windows desktop environment
• Basic understanding of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing.
• Basic knowledge of traditional PSTN operations and technologies, including PBX and voice-mail administration tasks
• Basic understanding of Cisco Unified Communications Manager

Administering Cisco UCM and Unity Connection Course Objectives:

After completing this course, you will be able to:

• Describe the Cisco Unified Communications Manager network, service, and features
• Understand the importance of and configuration of redundancy and high availability in the enterprise network
• Describe user configuration and the user web interface
• Explain basic phone options and the use of BAT
• Explain the route plan and on-net/off-net calling
• Describe the various media resources, including conferencing and MOH
• Describe the basic phone features and use of hunt groups
• Explain the function of Cisco Unity Connection and the various interfaces that are used to access the system
• Describe the components that are required for user call processing by Cisco Unity Connection
• Implement the various features and options that are available to users in Cisco Unity Connection
• Use the various applications, tools, and reports that are available in Cisco Unity Connection

Administering Cisco UCM and Unity Connection Course Outline:

Administering Cisco Unified Communications Manager (ACUCM) Outline:

Module 1: Introduction to IP Telephony

• Exploring IP Telephony
• Describing Deployment Models
• Understanding Advanced Multisite Features

Module 2: Defining the Basic Configuration

• Logging In to Cisco Unified Communications Manager
• Examining Basic Server Configuration
• Describing Multilevel Administration
• Configuring DRS Backup and Restore Procedures
• Module 2 Labs:
• Lab 1: Performing General Administration
• Lab 2: Configuring Basic Settings
• Lab 3: Backing Up and Restoring a Publisher

Module 3: User Administration

• Understanding User Configuration
• Using the User Web Pages
• Module 3 Lab: Creating and Associating Users

Module 4: Exploring Phone Registration and Cisco Unified IP Phones

• Configuring System Parameters
• Supporting Cisco Unified IP Phones
• Exploring Phone Registration and IP Phone Communications
• Utilizing the Bulk Administration Tool (BAT)
• Module 4 Labs:
• Lab 1: Configuring the System to Support Cisco IP Phones
• Lab 2: Using the Cisco Unified Communication Manager BAT

Module 5: Basic Route Plan Configuration

• Implementing Dial Plan Connectivity
• Creating Route Plans
• Module 5 Labs:
• Lab 1: Configuring Basic Dial Plan Elements
• Lab 2: Configuring Complex Dial Plan Elements
• Lab 3: Implementing Calling Privileges and Restrictions

Module 6: Route Filters and Digit Manipulation

• Configuring Translation Patterns and Route Filters
• Implementing Digit Manipulation

Module 7: Class of Control

• Defining Class of Control
• Using Class of Control Features

Module 8: Understanding Media Resources

• Defining Media Resources
• Exploring Media Resource Management
• Module 8 Lab: Configuring Media Resources

Module 9: Features and Services

• Describing Basic Features
• Exploring Hunt Groups
• Describing Phone Services
• Module 9 Labs:
• Lab 1: Configuring User Features
• Lab 2: Configuring Hunt Groups and Call Coverage

Administering Unity Connection (AUC) Outline:

Module 1: Introduction to Cisco Unity Connection

• Overview of Cisco Unity Connection
• Navigating Cisco Unity Connection
• Understanding Call Handlers, Users, and Call Flow
• Module 1 Labs:
• Lab 1: Verifying Connectivity and Call Flow
• Lab 2: Verifying and Configuring Call Handlers
• Lab 3: Working with Users and Extensions in Voice Mail

Module 2: Configuration of Users and Contacts

• Explaining Users and Contacts
• Managing Multiple Users
• Module 2 Labs:
• Lab 1: Preparing to Configure Users and Contacts
• Lab 2: Managing Users and Contacts
• Lab 3: Managing Multiple Users

Module 3: Implementation of Features

• Implementing the Dial Plan
• Understanding User Features
• Accessing Voice Messaging and User Features
• Managing Distribution Lists
• Module 3 Labs:
• Lab 1: Implementing the Dial Plan
• Lab 2: Understanding User Features
• Lab 3: Implementing Integrated Messaging and User Features

Module 4: Use of Cisco Unity Connection Applications, Tools and Reports

• Designing an Audiotext Application
• Using Cisco Unity Connection Tools and Reports
• Using the DRS
• Module 4 Labs:
• Lab 1: Implementing an Audiotext Application
• Lab 2: Using Cisco Unity Connection Tools and Reports

BONUS MODULE: Cisco Unified Communications Solutions Maintenance

• Understanding Cisco Unified Communications Manager Reports:
• Generating Reports on Cisco Unified Communications Manager
• Analyzing Generated Reports
• Understanding the Call Detail Record Analysis and Reporting Tool (CAR):
• Cisco Unified Communications Manager CAR Tool Overview
• CDR Management and System Settings
• Generating CDR Reports
• Monitoring the System with Cisco Unified Real-Time Monitoring Tool (RTMT):
• Cisco Unified RTMT Overview
• Monitoring the System with Cisco Unified RTMT
• Monitoring Cisco Unified Communications Manager with Cisco Unified RTMT
• Module Labs:
Lab 1: Generating Cisco Unified Communications Manager Reports
Lab 2: Generating Cisco Unified Communications Manager CAR Tool Reports
Lab 3: Monitoring the System with Cisco Unified RTMT

Average Salary for Skill: Cisco Networking

Median Salary by Job – Skill: Cisco Networking (United States)

The post Administering Cisco UCM and Unity Connection (ACUCMWAUC) appeared first on New Age Technologies.

New Age Technologies has been delivering Authorized Training since 1996. We offer Cisco’s full suite of authorized courses including Network Management, Unified Communications Manager, Cisco Unified Intelligence, Wireless, Implementing Cisco Secure Access Solutions, Storage Networking and more. If you have any questions or can’t seem to find the Cisco class that you are interested in, contact one of our Cisco Training Specialists. Invest in your future today with Cisco training from New Age Technologies.

✉ Cisco Training Specialist | ☏ 502.909.0819

Current Promotion

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COURSE INFORMATION

Administering Cisco Unified Intelligence Center (ACUIC) Course Overview:

Administering Cisco Unified Intelligence Center (ACUIC) is an Implementation and Administration course focusing on the CUIC reporting solution for Unified Contact Center Enterprise (UCCE), Packaged Contact Center Enterprise (PCCE) and Customer Voice Portal (CVP) environments.

CUIC is a comprehensive, end-to-end UCCE/PCCE reporting solution, designed to make the task of creating reports and managing disparate data sources, easier on the customer.  Although CUIC is also used in the UCCX environment, this course focuses on UCCE and PCCE environments only. As a Contact Center Express customer, you could still benefit from attending this course, provided you are aware that the course is built on an Enterprise environment.

Who Should Attend:

• Anyone who desires an understanding of the CUIC reporting solution for a Unified CCE environment

Administering Cisco Unified Intelligence Center (ACUIC) Course Prerequisites:

Before attending this course, you must have the following:

• Familiarity with the UCCE or PCCE environment, or have at least heard of it.
• Working knowledge of Contact Center operations is desirable.
• Working knowledge of SQL commands is desirable, but not required.
• Working knowledge of Windows and the simultaneous use of the Alt and Tab key is helpful

Administering Cisco Unified Intelligence Center (ACUIC) Course Objectives:

After successfully completing this course, you will be able to:

• Define how CUIC is implemented as a reporting solution in a UCCE/PCCE/CVP environment.
• Define the various interfaces to CUIC and their relevant use.
• Define CUIC ’standard’ data sources (CCE, CVP) as well as how to configure a custom data source.
• Demonstrate proficiency with regard to the security of users/groups/roles/permissions within CUIC.
• Demonstrate how to obtain and import reports into CUIC.
• Define other UCCE configuration settings which affect the output of data as seen from CUIC.
• Demonstrate how to install, administer, and provide user/group security for the CUIC solution.
• Define the role of Active Directory integration as it relates to CUIC Users, Supervisors and Teams.
• Demonstrate proficiency of use with regard navigation and use of the CUIC Reporting Solution for the creation of reports.
• Demonstrate proficiency with creating custom Reports
• Demonstrate proficiency with creating custom Report Definitions.
• Describe the benefit and use of various CUIC features including Dashboards, Value Lists, Collections, pop-outs and permalinks, just to name a few.

Administering Cisco Unified Intelligence Center (ACUIC) Course Outline:

Day 1 and 2:

Module 1: Architecture Overview

Module 2: Exploring Defaults

Module 3: CUIC Policy Administration

Module 4: Personalizing Reports

Module 5: Value Lists and Collections

Module 6: Using Dashboards

Module 7: Report Definitions

Module 8: Customizing Reports

Day 3:

Module 9: Architecture

Module 10: Database Integration

Module 11: Importing reports

Module 12: Active Directory Integration

Average Salary for Skill: Cisco Networking

Median Salary by Job – Skill: Cisco Networking (United States)

The post Administering Cisco Unified Intelligence Center (ACUIC) appeared first on New Age Technologies.

New Age Technologies has been delivering Authorized Training since 1996. We offer Cisco’s full suite of authorized courses including SIP Trunk Optimization, Unified Communications Manager, Troubleshooting Cisco IP, Contact Center Enterprise, Cisco Collaboration, Storage Networking and more. If you have any questions or can’t seem to find the Cisco class that you are interested in, contact one of our Cisco Training Specialists. Invest in your future today with Cisco training from New Age Technologies.

✉ Cisco Training Specialist | ☏ 502.909.0819

Current Promotion

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COURSE INFORMATION

Administering Packaged Contact Center Enterprise (APCCE) Course Overview:

The Administering Packaged Contact Center Enterprise (APCCE) course provides you with an introduction and understanding of Cisco Unified Contact Center Enterprise basics and components. It focuses 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, you will also be introduced to the supporting Call Manager and CVP configurations and administration requirements.

Who Should Attend:

• Anyone responsible for the day-to-day management and administration of a packaged Cisco Packaged Contact Center Enterprise environment

Administering Packaged Contact Center Enterprise (APCCE) Course Prerequisites:

Before attending this course, you must have the following:

• 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
• Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful
• A basic understanding of contact center operations

Administering Packaged Contact Center Enterprise (APCCE) Course Outline:

Module 1: Introducing UCCE

• Contact Center Basics
• PCCE Components
• Packaged CCE
• Agent Desktop Options

Module 2: PCCE Terms and Additional Components

• Terms
• Additional Components

Module 3: PCCE Administration

• Web Administration Access
• Working with Agents
• Working with Agent Attributes
• 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 Dialed Numbers
• Understanding Expanded Call Variables
• Introducing Network VRU Scripts
• Using Bulk Loads
• Introducing System Information
• System Settings
• Agent Trace
• Log Collections
• Departments and Roles

Module 4: Accessing PCCE Tools

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

Module 5: PCCE Configuration and Scripting

• Script Editor Overview
• Scripting for CVP

Module 6: Agent Support Consideration

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

Module 7: Scripting with Microapps

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

Module 8: Reporting Considerations

• Touch Points
• Reporting Objects

Module 9: Precision Routing

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

Module 10: RONA

• Understanding RONA

Module 11: Basic VXML Functionality

• What is VXML

Module 12: Reporting

• CUIC

Average Salary for Skill: Cisco Networking

Median Salary by Job – Skill: Cisco Networking (United States)

The post Administering Packaged Contact Center Enterprise (APCCE) appeared first on New Age Technologies.

New Age Technologies has been delivering Authorized Training since 1996. We offer Cisco’s full suite of authorized courses including SIP Trunk Optimization, Unified Communications Manager, Unified Contact Center, Wireless, Cisco Collaboration, Storage Networking and more. If you have any questions or can’t seem to find the Cisco class that you are interested in, contact one of our Cisco Training Specialists. Invest in your future today with Cisco training from New Age Technologies.

✉ Cisco Training Specialist | ☏ 502.909.0819

Current Promotion

• ENTER CODE "CISCO10" @ CHECKOUT & RECEIVE 10% OFF OR REQUEST GIFT CARD EQUIVALENT

COURSE INFORMATION

Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE1) Course Overview:

The Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE1) course gives you an understanding of the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution. This course also serves as a good stepping-stone for the corresponding Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) course, and should be considered as a prerequisite before taking Part 2.

The overall goal of this course is to build an effective administrator of the solution by exposing the technical requirements of the solution and utilizing the solution tools for effective operation. You will be exposed to CCE (ICM) and VXML scripting in this course to ensure basic competence with the solution. For advanced scripting topics, refer to the AUCCE Part 2 or the Cisco CVP Developer Training (CVPD) course.

Who Should Attend:

• Cisco Unified Communications system channel partners and resellers responsible for the Sales, Implementation or Support of a UCCE solution
• Day 1 and Day 2 support personnel responsible for the daily add/move/change of the UCCE environment
• Managers, team-leads, business liaison personnel or anyone who needs to be remotely involved in the UCCE solution and have a better overall understanding of its function

Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE1) Course Prerequisites:

Before attending this course, you must have the following:

• 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
• Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful
• A basic understanding of contact center operations

Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE1) Course Objectives:

After successfully completing this course, you will be able to:

• Demonstrate an overall understanding of the Cisco Unified CCE v10.x solution from a component functional level
• Demonstrate basic proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE
• Demonstrate basic proficiency with add/move/change of the IVR (prompt/collect/queue) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting)
• Configure a Supervisor to enable CUIC Reporting functionality including running stock reports and creating dashboards

Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE1) Course Outline:

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

• Introducing UCCE
• Unified CCE Architecture and Components
• UCCE Terms, Routing and Additional Components
• Accessing UCCE Tools

Module 2: UCCE Configuration and Scripting

• Configuration Manager
• ICM Script Editor Overview
• Scripting for CVP

Module 3: CCE Inbound Agent Considerations

• CTI Options Overview
• Configure ICM for Agent Functionality
• Configure UCM for Agent Functionality
• Scripting ICM for Agent Functionality

Module 4: Unified CCE IVR/VRU Functionality

• Basic IVR Scripting with MicroApps
• ICM MicroApps
• ICM Scripting Using MicroApps

Module 5: Additional UCCE Considerations

• ICM Considerations for Reporting and Monitoring
• Precision Routing
• RONA

Module 6: External VXML Implementation

• Basic VXML Functionality
• Installing and Configuring VXML

Module 7: Cisco Unified Intelligence Center (CUIC) Reporting

• CUIC Overview
• CUIC Reporting

Average Salary for Skill: Cisco Networking

Median Salary by Job – Skill: Cisco Networking (United States)

The post Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE1) appeared first on New Age Technologies.

New Age Technologies has been delivering Authorized Training since 1996. We offer Cisco’s full suite of authorized courses including SIP Trunk Optimization, Unified Communications Manager, Contact Center Enterprise, Wireless, Cisco Collaboration, Storage Networking and more. If you have any questions or can’t seem to find the Cisco class that you are interested in, contact one of our Cisco Training Specialists. Invest in your future today with Cisco training from New Age Technologies.

✉ Cisco Training Specialist | ☏ 502.909.0819

Current Promotion

• ENTER CODE "CISCO10" @ CHECKOUT & RECEIVE 10% OFF OR REQUEST GIFT CARD EQUIVALENT

COURSE INFORMATION

Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE2) Course Overview:

The Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) course is for system engineers and customers who will be involved with support of a UCCE solution deployed in a CVP comprehensive environment. This course gives you an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment. The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.

Who Should Attend:

• Cisco Unified Communications system channel partners and resellers
• Day 2 support personnel responsible advanced administration and support of the UCCE environment

Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE2) Course Prerequisites:

Before attending this course, you must have the following:

• Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course
• Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful

Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE2) Course Objectives:

After successfully attending this course, you will be able to:

• Demonstrate advanced proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.
• Demonstrate advanced proficiency with add/move/change of the IVR (prompt/collect) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting).
• Demonstrate effective use of system tools to track and troubleshoot a call within a call flow.

Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE2) Course Outline:

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

• Introducing UCCE
• Unified CCE Architecture and Components
• UCCE Terms, Routing and Additional Components
• Accessing UCCE Tools
• Module 1 Labs:
• Lab 1: Review Labs
• Lab 2: Verify and Prepare the Lab Environment
• Lab 3: Explore and Verify Your Voice Gateway
• Lab 4: Explore and Verify CVP and ICM Servers

Module 2: CCE Configuration and Scripting Review

• Configuration Manager and Script Editor Review
• CTI Review
• Agent Skill Review
• Microapps and Media File Review
• Precision Routing Review
• Transfers and RONA Review
• Mobile Agents
• Module 2 Labs:
• Lab 1: Administering ICM Dialed Numbers and Call Types
• Lab 2: Media Files and Variables in ICM Scripts
• Lab 3: Basic IVR Scripting with MicroApps
• Lab 4: Configure ICM for Agent and Skill Group Functionality
• Lab 5: Configure UCM for Agent Functionality
• Lab 6: Install CTIOS Agent Desktop (optional)
• Lab 7: Scripting for Skill Groups and Queuing
• Lab 8: Configuring Precision Routing
• Lab 9: RONA
• Lab 10: Configure CTI Route Point for CCE Calls and Agent-Initiated Transfers (Optional)
• Lab 11: Configure Agent Transfers via Dialed Number Plan (Optional)
• Lab 12: Configure Calls Using SIP with Proxy (3XY2) (Optional)

Module 3: Implementing Business Rules

• Advanced Scripting and Routing
• ICM Scripting Variables, Expressions, Formulae and Functions
• Creating and Admin Script for Time of Day Routing
• Creating Feature Control Sets and Users
• Module 3 Labs:
• Lab 1: Administrative Scripts
• Lab 2: Feature Control Sets and Users

Module 4: CCE VXML Solution

• Basic VXML Functionality
• Installing and Configuring VXML solution
• Basic VXML – SQL Database Lookup
• Exploring Courtesy Callback
• Agent Greeting
• Module 4 Labs:
• Lab 1: VXML Server Configuration and Call Studio Installation
• Lab 2: Create and Deploy a Cisco Unified Call Studio Project
• Lab 3: Integrate VXML Applications with ICM Script
• Lab 4: SQL DB Lookup Functionality for VXML
• Lab 5: Courtesy Callback (CCB)
• Lab 6: Agent Greeting

Module 5: CCE Outbound

• Introduction to Outbound Option
• Configuring Outbound Option for Agent and IVR Campaigns
• Module 5 Labs: Basic Outbound Agent Campaign

Module 6: CCE Support considerations

• Supporting UCCE
• Diagnostic Framework Suite
• UCCE Support
• Tracking an Agent call through the Database
• Module 6 Labs:
• Lab 1: Using Troubleshooting Tools
• Lab 2: Track a call thru RCD/TCD Records
• Lab 3: Instructor Break/Fix

Average Salary for Skill: Cisco Networking

Median Salary by Job – Skill: Cisco Networking (United States)

The post Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE2) appeared first on New Age Technologies.