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

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.

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Course Prerequisites

To ensure a successful learning experience in the Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course, participants should come prepared with the following minimum prerequisites:


  • Basic understanding of networking and IP telephony concepts.
  • Familiarity with Cisco Unified Communications Manager (CUCM) and Cisco Voice Portal (CVP) operations.
  • Experience with Contact Center operations and terminology.
  • Knowledge of scripting in Cisco Unified Contact Center Enterprise (UCCE) or Packaged Contact Center Enterprise (PCCE).
  • Familiarity with the Finesse Agent and Supervisor desktops.
  • Basic proficiency in using Windows operating systems and general PC usage.

These prerequisites are intended to provide you with the foundational knowledge required to grasp the advanced topics covered in the CCEAA course. The course will build upon these concepts to enhance your skills in administering and managing complex Cisco Contact Center solutions.


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

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course is designed for IT professionals seeking to enhance their skills in Cisco Contact Center solutions.


  • Contact Center Administrators
  • Network Engineers specializing in voice or unified communications
  • Voice Architects and System Integrators
  • Cisco Contact Center Design Engineers
  • IT Project Managers overseeing contact center deployments
  • Technical Support Personnel
  • Cisco Technology Partners and Consultants
  • Cisco Unified Communications Managers
  • Contact Center Supervisors with technical expertise
  • CCE Application Developers and Scripting Specialists


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

Introduction to the Course's Learning Outcomes and Concepts Covered:

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course equips learners with the expertise to manage and implement advanced features within Cisco's PCCE environment.

Learning Objectives and Outcomes:

  • Understand the architecture and components of the PCCE solution, including the roles of different protocols within the environment.
  • Utilize PCCE Bulk Import Tools to efficiently manage large data sets and apply bulk import templates for streamlined operations.
  • Design complex call routing scripts to enhance the customer experience and facilitate effective data exchange within CCE.
  • Grasp the intricacies of Cisco Unified Communications Manager (CUCM) initiated call flows, including transfer types and CVP call flow models.
  • Acquire skills to deploy and customize Finesse gadgets to create a tailored agent desktop experience.
  • Explore the functionality and setup of Mobile Agent, understanding its architecture and key components for remote agent support.
  • Implement Post Call Survey features to capture customer feedback and improve service quality.
  • Gain hands-on experience through lab practice, including navigation of CCE architecture, bulk data import, and creation of VXML applications.
  • Configure precision queues and routing scripts within the CCE environment to optimize call distribution and handling.
  • Test and validate call flows, ensuring seamless integration and functionality of CUCM routing, agent transfers, and customized Finesse gadgets.