Cisco Administering Cisco Contact Center Enterprise (CCEA)

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 tre

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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

     

    Course Details

    Course Outline

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

    Who is it For?

    Target Audience

    Account and project managers

    Contact Center Enterprise (CCE) administrators

    Deployment engineers

    Technical sales

    Other Prerequisites

    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

    Cisco Administering Cisco Contact Center Enterprise (CCEA)

    $3,995
    Course Length : 4 Days
     

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