Current Promotion


Administering Packaged Contact Center Enterprise (APCCE)




      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.

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      Current Promotion

      Private IT Training


      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

      Administering Packaged Contact Center Enterprise (APCCE) Course Labs:

      • Lab 1-1: Check out the Lab Environment
      • Lab 1-2: Explore ICM and CVP Servers
      • Lab 2-1: Tools and Utilities for Administering ICM Dialed Numbers and Call Types
      • Lab 2-2: Prepare a simple Label Script
      • Lab 2-3: Using ICM Tools for ICM Scripts
      • Lab 3-1: Configure ICM for Basic Agent Management and Skill Group Functionality
      • Lab 3-2: Configure UCM for Agent Functionality
      • Lab 3-3: Testing Basic Skill Group Functionality in an ICM Script
      • Lab 4-1: Media Files and Variables in ICM Scripts to support Prompt, Collect, Queue
      • Lab 4-2: Basic IVR Scripting with MicroApps
      • Lab 5-1: Configuring and using Precision Queues
      • Lab 5-2: RONA
      • Lab 5-3: Implement Administrative Scripts
      • Lab 6-1: VXML Server Configuration and Call Studio Installation
      • Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project
      • Lab 6-3: Integrate VXML Applications with ICM Script
      • Lab 7-1: Configuring CCE for Monitoring and Reporting
      • Lab 7-2: Run CCE Reports, Create a Dashboard in CUIC
      • Lab 8-1: Business Case

      Average Salary for Skill: Cisco Networking