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.

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* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

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

1

  • CISCO UNIFIED CONTACT CENTER REVIEW

  • Contact Center Basics

    Components and Architecture

2

  • DEPLOYING BASIC CALL SETTINGS

  • Associate Basic Call Settings

    Explore Media Routing Domains

3

  • BUILDING A BASIC CISCO UNIFIED CONTACT CENTER ENTERPRISE SCRIPT

  • Introduce Script Editor

    Use Script Editor Nodes

4

  • CONFIGURING BASIC AGENT FUNCTIONALITY

  • Introduce Agent Functionality

    Configure Agent Desk Settings

5

  • CONFIGURING BASIC CALL TREATMENT AND QUEUING

  • Explore Media Server and Files

    Introduce Microapps

6

  • IMPLEMENTING PRECISION ROUTING

  • Introduce Precision Routing Basics

    Examine the Migration Path

7

  • CONFIGURING RONA SUPPORT

  • Introduce RONA Functionality

    Identify RONA Timeout Considerations

8

  • CONFIGURING AGENT TEAMS AND SUPERVISORS

  • Configuring Teams and Supervisors

    Explore Agent Roles

9

  • ADMINISTERING THE CISCO FINESSE DESKTOP

  • Administering Cisco Finesse Desktop

    Introduce Cisco Finesse Administration

10

  • IMPLEMENTING VOICE XML APPLICATIONS

  • Introduce VXML

    Build a Basic Call Studio Project

11

  • CONFIGURING ROLES, DEPARTMENTS, AND BUSINESS HOURS

  • Examine Post-Call Survey Functionality

    Configure Post-Call Survey

12

  • RUNNING UNIFIED CC ENTERPRISE REPORTS WITH UNIFIED INTELLIGENCE CENTER (IC)

  • Configure Unified CC Enterprise Administrators

    Configure Departments

Audience

Account and project managers Contact Center Enterprise (CCE) administrators Deployment engineers Technical sales

Language

English

Prerequisites

Cisco® Implementing and Operating Cisco® Collaboration Core Technologies v1.1 (CLCOR) Cisco Understanding Cisco Contact Center Enterprise Foundations (CCEF) 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

$3,995

Length: 4.0 days (32 hours)

Level:

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