- Exam Code: 500-450
- Exam Name: Implementing and Supporting Cisco Unified Contact Center Enterprise
- Certification Provider: Cisco
- Corresponding Certification:Cisco Unified Contact Center Enterprise Specialist
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When you complete this course, you will be able to demonstrate the overall skills tested on the Cisco 500-450 exam, including:
- Effective use of the system tools to troubleshoot and track a call within a call flow
- Advanced proficiency with the change, add, move of the ACD/PBX environment of UCCE
- Proficiency with a move, add, change of the IVR environment of UCCE counting MicroApp and VXML solution scripting.
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Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) 2.0 by Cisco
This course is also 5 days long and further discusses the understanding of the requirements and resources needed for the complex adds and changes that occur in the UCCE environment. It is a high-level training that is designed for the advanced administrators who are responsible for the level 2-3 support of the solution. So, it gives you a deeper exposure to the tools and technical operational requirements used to ensure the functionality.
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Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1) 2.0 by Cisco
It is a 5-day instructor-led course that is for the engineers or customers who want to get involved with support of the UCCE solution deployed in the CVP environment. Moreover, it covers the requirements, tools, and resources need to perform the changes, moves, and routines add to the inbound and outbound environment. So, the candidates who are interested in doing the level 1-2 support of the solution should do this training program for preparing for Cisco 500-450 exam that includes the following topics:
- Identifying the basic components and operations of the Unified CCE solution
- Generating basic reports utilizing Cisco Unified IC
- Creating and testing a basic ICM script using microapps
- Classifying the basic operations and components of the Unified CCE solution
- Performing the ICM configuration tasks mandatory to support basic agent functionality
- Identifying how to deploy the CVP VXML component in the UCCE solution
- Configuring and scripting a basic UCCE CVP deployment
This course covers the 7 modules that will aid you in preparing well for the actual exam. On the official webpage of this Cisco course, you can deeply get information about each topic, possible delivery formats, and its schedule.
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Cisco 500-450 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Call Routing and Scripting | 22% | - ICM script editor fundamentals - Post-call survey configuration - Database lookup integration - Skill-based routing logic - MicroApp and DTMF processing |
| Fault Tolerance and High Availability | 14% | - ICM heartbeat and redundancy mechanisms - Component synchronization and upgrades - Fault-tolerant integration of CVP and CUIC - Impact of network failures on UCCE |
| Integration and Troubleshooting | 27% | - Performance monitoring and logging - Integration with CUCM and other Cisco platforms - Outbound dialer troubleshooting - Common deployment issues and resolution |
| Installation and Configuration of UCCE Components | 21% | - Agent teams and configuration limits - Cisco Unified CVP configuration - Cisco Finesse installation and configuration - ICM/CCE installation process - Cisco Unified Intelligence Center deployment - Voice gateway and SIP dialer setup |
| UCCE Administration and Tools | 16% | - ICM configuration utilities - CUIC reporting tools - Finesse administration interface - CVP management tools |
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