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

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course is designed for systems engineers and customers who implement and maintain Cisco Contact Center solutions. This in-depth training program provides participants with the skills and knowledge to perform complex tasks such as Configuration, scripting, and troubleshooting within the Cisco Packaged Contact Center Enterprise (PCCE) environment.

Throughout the course, learners will engage with PCCE architecture and components, understand PCCE protocols, and utilize Bulk import tools for efficient data management. They will delve into advanced scripting techniques and learn how to exchange data within CCE. Participants will also explore Cisco Unified Communications Manager (CUCM) initiated call flows and customize the Finesse desktop with gadgets to enhance the user interface. The course includes a focus on Implementing mobile agent functionality and Setting up post-call surveys for quality management.

Hands-on lab practice is a critical component, allowing learners to apply their knowledge by navigating CCE architecture, importing bulk data, Configuring precision queues, and testing call flows. This course is essential for professionals seeking to leverage the advanced features of Cisco Contact Center and enhance their expertise in managing sophisticated contact center environments.