Administering Advanced Cisco Contact Center Enterprise (CCEAA)

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

Overview

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course teaches you how to execute advanced administration tasks associated with the Cisco® Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.

This course will help you:

  • Learn how to optimize management of CCE solutions for proactive management of contact centers tasks
  • Manage the effects of using CCE solutions for scalability and interaction between the solution components for centralized application management

Target Audience

  • Deployment engineer
  • Sales engineer

Learning Objective

After taking this course, you should be able to:

  • Describe the components, protocols, and call flow of Cisco Packaged Contact Center Enterprise (PCCE) by referencing the discovery platform to prepare for further scripting and configuration activities.
  • Run the CCE Bulk Import utility using the CCE Web Administration tool to develop a base line CCE configuration.
  • Configure an advanced VoiceXML (VXML) application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools; present call data collected from the caller to the Agent desktop.
  • Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to the Contact Center using CUCM and CCE configuration tools. This functionality enables CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports). This functionality can also enable non-Contact Center calls and calls handled by Agents, whether existing or new.
  • Access and deploy custom gadgets to the Finesse desktop using the CCE Web Administration tool to further enhance functionality of the Finesse Agent Desktop.
  • Successfully deploy Mobile Agent in a CCE Environment.
  • Successfully deploy Post Call Survey in a CCE Environment.
  • 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
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You will learn:

Module 1: PCCE Review
  • Review PCCE Architecture and Components
  • Review PCCE Protocols
  • Use the PCCE Bulk Import Tool
  • Use Bulk Import Templates
  • Design for Advanced Scripting
  • CCE Data Exchange
  • Understand Transfer Types and Cisco Unified Custom Voice Portal (CVP) Call Flow Models
  • Describe Subsequent Transfers
  • Obtain Finesse Custom Gadgets
  • Deploy Finesse Custom Gadgets
  • Examine Mobile Agent Functionality
  • Identify Mobile Agent Architecture and Components
  • Examine Post Call Survey Functionality
  • Configure Post Call Survey
  • Review Discovery
  • Navigate CCE Discovery Architecture and Components
  • Import Bulk Data
  • Create a VXML Application Using Call Studio
  • Configure Precision Queues
  • Create a CCE Routing Script
  • Customize the Finesse Desktop
  • Test Your Call Flow
  • Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
  • Deploy Cisco Finesse Gadgets
  • Implement Mobile Agent
Live Online Training (Duration : 24 Hours)
Group Training 1450 Per Participant Incl. Official Courseware
Online
15 - 17 Aug GTR 09:00 AM - 05:00 PM CST
(8 Hours/Day)
05 - 07 Sep GTR 09:00 AM - 05:00 PM CST
(8 Hours/Day)
03 - 05 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.
1650 + 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 24 hours. We can offer you an Ultra-Fast Track for 12 hours for only USD 1,320
Enquire Now!

Course Prerequisites
  • Basic Computer Knowledge.

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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