CCEFIN: Finesse Operations for Cisco Contact Center Training

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CCEFIN: Finesse Operations for Cisco Contact Center Course Overview

This 3-day course is a hands on experience that covers Cisco Finesse for both UCCX and UCCE. The installation and configuration of Cisco Finesse will be covered and many hands-on labs will demonstrate how to customize the desktop for agents and supervisors using the built in functions of the Cisco Finesse Administrative interface. Beyond that you will learn and implement how to deploy and use custom 3rd party or in house gadgets to make the Cisco Finesse exactly what you need.

Target Audience:

This course is intended for:

  • Those wanting to customize the Agent and Supervisor desktop out of the box solution
  • IT support staff that need to be able to troubleshoot the Finesse Server and interfaces
  • Administrators that want to use the basic tools to customize Cisco Finesse

 

Learning Objectives

Upon completion of this course, you will learn:

  • Cisco Finesse Basics
  • Basic Finesse Customization
  • Gadgets
  • The REST API
  • Troubleshooting

This is a Rare Course and it can be take up to 3 weeks to arrange the training.

The 1-on-1 Advantage
Methodology
Flexible Dates
  • • Choose Start Date
  • • Reschedule After Booking
  • • Weekend / Evening Option
4-Hour Sessions

You will learn:

Module 1: Finesse Overview
  • Finesse Basics
  • Finesse Architecture
  • Finesse Failover
  • Finesse Out of the Box
  • Administration Interface Tour
  • Phone Books
  • Screen Pops
  • Reason Codes
  • Wrap up Codes
  • Desktop Layouts
  • Workflows
  • Dashboards vs Reports
  • Customizing a Report to add to Finesse
  • Setting Permissions on a Customized Report
  • Limitations of Live Data Reports in 12.0
  • Permalinks and how they are used to add a report to Finesse
  • Gadgets Overview
  • Cisco Sample Gadgets
  • Uploading Gadgets to the Finesse Server
  • Adding Gadgets to the Desktop Layout
  • The Finesse REST API
  • The Finesse REST API Structure
  • Using the Finesse API from the CLI
  • Adding API Elements to a Web Site
  • Examples of Third-Party Apps (2Ring?)
  • Troubleshooting Finesse Server
  • Collecting Trace Files
  • Finesse Errors
  • Introduction to Finesse Agent and Supervisor Interfaces
  • Cisco Finesse Admin Basics
  • Layout Lab
  • Workflows
  • Adding a Live Data Report to Cisco Finesse
  • Loading 3rd Party Custom Gadgets
  • Using the REST API
  • Integrating Task Routing into a Web Interface
  • 3rd Party Tour
  • Troubleshooting Finesse
Live Online Training (Duration : 24 Hours)    View Sample Class 700 + If you accept merging of other students. Per Participant
Group Training
Online
05 - 07 Sep
09:00 AM - 05:00 PM CST
(8 Hours/Day)
Online
03 - 05 Oct
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.
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 560
Enquire Now!

Course Prerequisites

Before attending this course, students must have basic familiarity with Contact Centers.

 

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Add Name and Email Address of participant (If different from you)

FAQ's


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