Expertflow UCCE Training
Business Benefits
In-house staff trained on everyday Callcenter administration will allow the customer to:
- Support the business organizations quickly and efficiently, and knowing the internal requirements
- Show features and possibilities of the infrastructure to the business users
- Use all capabilities of the solution to the largest and best extent possible for business users, and therefore recuperate the highest value from the investment that has been done into the technical infrastructure.
The alternative to this training would be an outsourcing of an (partial) on-site staff by Weco system.
Prerequisites
- Familiarity with your call centre operations (ACD, Network, and any IVR implementations).
- Familiarity with Microsoft Server environment, if possible as well in IP-Telephony.
Course goals
- Explain the UCCE/ CVP/ CUCM solution concept, components, and interaction of components, options, integration, routing
- Describe the features, functions, and capabilities of the solution
- Configuring agents, supervisors, skillgroups, prompts, agent desk settings
- Basic changes on Callmanager (adding/ removing phones) and Voicegateways (adding/ removing E1's)
- Configure and script UCCE to support Business Rules
- Use Cisco's standard UCCE deployment tools (CVP Opmanager, CCMP- if available)
- Perform basic troubleshooting and monitor the UCCE system. Interaction with the second level support organization of the partner and Expertflow, Ticketing system and change management
- Enable the first level admins to take back-ups of the system
- Retrieve real-time and historical UCCE reports using WebView or CUIC standard report templates, explain how to formulate requirements for customized reports using the DB scheme
- Additional capabilities of the UCCE system
What the course is not
- The goal is to provide the attendees with the ability to make everyday changes and be able to provide everyday support to the business users, as well to know the options for further deployments. It will cover material from a “hands-on”, “everyday” first level admin/support perspective, not from an in-depth administrator perspective.
- The course is not a replacement for the total 60-80 days of full IPT and UCCE training, and is not a certified course of the Cisco curriculum. The formal classes offered can be found in the last chapter.
- It will not look at initial deployment, various deployment options, IPCCE System vs. ICM etc
- It will not cover database routing, adding additional sites, customize Webview Reports using Infomaker
- It will not allow trainees to deploy a full UCCE system from scratch.
- It will not cover CVP VXML scripting and Java programming
These above-listed contents can be provided in separate courses (see last chapter) or additional professional services.
Course Outline
The language of the course and documentation will be in English.
The course material provided will be the most recent Cisco User/ Admin Documentation, plus powerpoint slides. They will be provided in electronic format before the training- the customer can choose to have them printed out.
Course on customer premises
The course will take place on the customer's premises. The following will be provided locally by the client:
- Training room with beamer
- Laptops/ Desktops for all participants, LAN access to all UCCE servers
- lunch/ snacks during breaks for all participants and the trainer
- The customer will should print out at least one full set of documentation as a future reference
- The training will be on the customer's live system, and won't include any system-impacting changes. Training fees do not include fixing or modification of any production system
- Maximum number of attendees: 6 - the cost of the course is the same if less participants join the training.
Course on Expertflow premises
- Training includes lunch and coffee break refreshments
- Trainees need to bring along a laptop to which they have admin access.
- Printed-out course material will include powerpoint slides. The Cisco guides will be provided in electronic format only.
- Travel and accommodation expenses are paid by the participants
- The training cost is per participant. If the course should be specific to one customer or if the training
Option: Virtual lab
Expertflow can offer a hosted virtual lab for the customers that they can use after the training if they would like to test configuration changes outside of a live system, even after the training.
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