Administering Cisco Contact Center Enterprise (CCEA)

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Administering Cisco Contact Center Enterprise (CCEA) v1.0 Course Overview

Overview

The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course teaches you the contextual information around call flow between components in the Cisco® Unified Contact Center Enterprise (UCCE) solution including intelligent contact routing, call treatment, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management over an IP infrastructure. You receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.

This course will help you:

  • Leverage the Cisco Unified Contact Center Enterprise (UCCE) for a smooth integration of inbound and outbound voice applications to support multiple communication channels.
  • Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.

Target Audience

  • Account and project managers
  • Contact Center Enterprise (CCE) administrators
  • Deployment engineers
  • Technical sales

Learning Objective

After taking this course, you should be able to:

  • Navigate CCE configuration and scripting tools
  • Configure a dialed number, call type, and media routing domain
  • Build a basic Cisco Intelligent Contact Management (ICM) script
  • Configure agents and skill groups
  • Configure basic Interactive Voice Response (IVR) functionality
  • Implement attributes and precision queues
  • Configure Ring-No-Answer (RONA) using CCE configuration tools
  • Configure and populate an agent team and primary supervisor
  • Improve agent efficiency through finesse enhancements
  • Build and test a basic Voice XML (VXML) application
  • Implement roles, departments, and business hours
  • Run Cisco Unified Intelligence Center (CUIC) reports using the Reporting tool

 

  • 1. Do you have limited Window for training?
  • 2. Can you only spend 4-hours per day?
  • 3. Do you want to start training immediately?
  • If your answer is yes to any one of the above, you need 1-on-1- Training
The 1-on-1 Advantage
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You will learn:

Module 1: Cisco Unified Contact Center Review
  • Contact Center Basics
  • Components and Architecture
  • Associate Basic Call Settings
  • Explore Media Routing Domains
  • Introduce Script Editor
  • Use Script Editor Nodes
  • Introduce Agent Functionality
  • Configure Agent Desk Settings
  • Explore Media Server and Files
  • Introduce Microapps
  • Introduce Precision Routing Basics
  • Examine the Migration Path
  • Introduce RONA Functionality
  • Identify RONA Timeout Considerations
  • Configuring Teams and Supervisors
  • Explore Agent Roles
  • Administering Cisco Finesse Desktop
  • Introduce Cisco Finesse Administration
  • Introduce VXML
  • Build a Basic Call Studio Project
  • Examine Post-Call Survey Functionality
  • Configure Post-Call Survey
  • Configure Unified CC Enterprise Administrators
  • Configure Departments
  • Navigate CCE Discovery Architecture and Components
  • Explore ICM Configuration Tools
  • Administering ICM Dialed Numbers and Call Types
  • Prepare a Basic Label Script
  • Using ICM Tools for ICM Scripts
  • Configure ICM for Basic Agent and Skill Group Functionality
  • Configure UCM for Agent Functionality
  • Test Basic Skill Group Functionality in an ICM Script
  • Examine Media Files and Variables in ICM Scripts
  • Build Basic ICM Scripts with MicroApps
  • Configure and Implement Precision Routing
  • Configure RONA
  • Configure Agent Teams and Supervisors
  • Cisco Finesse Administration
  • Configure VXML Server and Install Call Studio
  • Create and Deploy a Call Studio Project
  • Integrate VXML Applications with a Unified CC Enterprise Script
  • Configuring Roles, Departments, and Business Hours
  • Run Unified IC Stock Reports
Live Online Training (Duration : 32 Hours)
Group Training 1800 Per Participant Incl. Official Courseware
Online
15 - 18 Aug GTR 09:00 AM - 05:00 PM CST
(8 Hours/Day)
05 - 08 Sep GTR 09:00 AM - 05:00 PM CST
(8 Hours/Day)
03 - 06 Oct GTR 09:00 AM - 05:00 PM CST
(8 Hours/Day)
We Offer :
  • 1-on-1 Public - Select your own start date. Other students can be merged.
  • 1-on-1 Private - Select your own start date. You will be the only student in the class.
2050 + If you accept merging of other students. Incl. Official Courseware
4 Hours
8 Hours
Week Days
Weekend

Start Time : At any time

12 AM
12 PM

1-On-1 Training is Guaranteed to Run (GTR)
Physical Classroom Training with 4 hours /8 hours option is available. Enquire Now!
Ultra-Fast Track

If you can't spare 32 hours. We can offer you an Ultra-Fast Track for 16 hours for only USD 1,640
Enquire Now!

Course Prerequisites

To fully benefit from this course, you should have the following knowledge:

  • Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required.
  • Working knowledge of Unified Communications Manager and voice gateways
  • Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation

Recommended Cisco offerings that may help you meet these prerequisites:

  • 'Administering Cisco Contact Center Enterprise (CCEA)'
  • 'Understanding Cisco Contact Center Enterprise Foundations (CCEF)'
  • 'Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)'
  • 'Understanding Cisco Collaboration Foundations (CLFNDU)'

 

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