Administering Cisco Contact Center Enterprise (CCEA)

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