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

Course Prerequisites

Target Audience for Administering Cisco Contact Center Enterprise (CCEA) v1.0

The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course is tailored for IT professionals managing Cisco contact center systems.

• IT Support Staff involved in day-to-day interaction with the Cisco Contact Center platform
• Network Engineers responsible for deploying and maintaining contact center infrastructures
• Systems Engineers who design and integrate contact center solutions
• Contact Center Managers who oversee the operation and functionality of contact center systems
• Cisco Unified Communications Administrators managing the backend of contact center environments
• Technical Assistance Center (TAC) staff specializing in contact center product support
• Voice and Telecommunications Analysts who work with contact center performance metrics and reporting
• Cisco Partners and Sales Engineers who need to understand the technical aspects of Cisco Contact Center solutions
• Professional Services Consultants who implement and configure Cisco Contact Center environments for clients

Learning Objectives - What you will Learn in this Administering Cisco Contact Center Enterprise (CCEA) v1.0?

1. Introduction: The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course equips students with the skills to manage and maintain a Cisco Unified Contact Center Enterprise solution, focusing on essential administration and scripting tasks.

2. Learning Objectives and Outcomes:

• Understand the fundamental concepts and components of Cisco Unified Contact Center Enterprise (UCCE) and their roles within a contact center architecture.
• Deploy and associate basic call settings to manage call routing and media routing domains effectively within UCCE.
• Utilize the Script Editor to build and understand scripting for call flow control and call treatment within the UCCE environment.
• Configure agent functionality, including agent desk settings, to optimize agent performance and experience.
• Set up basic call treatment and queuing using media servers, media files, and microapplications to improve caller experience.
• Implement precision routing to match callers with the most appropriate resource, thereby increasing efficiency and customer satisfaction.
• Configure Redirect on No Answer (RONA) support to handle situations when agents are unable to answer calls, maintaining service levels.
• Manage teams and supervisors by configuring roles and exploring agent hierarchies and responsibilities within the contact center.
• Administer the Cisco Finesse desktop, ensuring a streamlined agent and supervisor experience through effective use of the Finesse administration tools.
• Create and deploy Voice XML (VXML) applications using Cisco Call Studio for enhanced self-service options and caller interactions.
• Define roles, departments, and business hours to align with the organizational structure and operational needs for effective contact center management.
• Generate and interpret reports using the Unified Intelligence Center for data-driven decision-making and performance optimization.
• Apply practical skills through hands-on lab exercises that reinforce configuration and administration concepts in real-world scenarios.

These objectives ensure that participants will leave the course with a solid understanding of how to administer, script, and report within a Cisco Unified Contact Center Enterprise environment.