After you complete this course you will be able to:

• - Demonstrate an overall understanding of the Cisco Unified Contact Center Enterprise (Cisco Unified CCE) system, the Intelligent Contact Management (ICM) routing application, and its environment.
• - Configure a Cisco Unified CCE system that routes from Cisco Unified IP IVR.
• - Describe ICM users and feature control sets, various ICM configuration utilities, ICM variables, and create routing options using an external SQL Database.
• - Understand administrative scripting, translation routing concepts, and how translation routing operates.
• - Configure a new Cisco Unified CCE system that routes from Cisco Unified Communications Manager.
• - Understand the Cisco Outbound Option components and how to configure an outbound dialer, import rule, query rule, and a campaign.
• - Describe basic reporting characteristics of the Cisco Unified Intelligence Center.