(CCEA) Administering Cisco Contact Center Enterprise
Master CCEA: Dive into Cisco UCCE, from call flow to multichannel management. Get hands-on experience in a dynamic contact center environment.
Duration
4 days
Version
1.0
CE Credits
32
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CLCs
36
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By default, our instructors deliver the courses remotely in real time in English. On-premise delivery and other languages available on request.
Course Overview
The Administering Cisco Contact Center Enterprise (CCEA) is an instructor-led or virtual instructor-led course, which 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.
This course will help you leverage the Cisco Unified Contact Center Enterprise (UCCE) for a smooth integration of inbound and outbound voice applications to support multiple communication channels and manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.
Welcome to Your Path to Mastery!
Hey! Ready to learn and grow? I'm here to help you every step of the way!
Welcome aboard! This course is tailored to empower you with the knowledge and skills you need. We'll make learning engaging and fun, turning your challenges into achievements. Let's get started on your amazing journey!
Robert Lesar
Lead Instructor
Dates and Prices
Cisco Learning Credits (CLCs) are prepaid training vouchers that can be used as investment into your knowledge. You can attend NIL Learning’s trainings and pay with CLCs. Click to learn more.
Objectives
Gain expert IT skills with NIL Learning: Benefit from our blend of theory and practical experience. Enhance your growth with insights into current and future tech trends. Choose us for cutting-edge Cisco training and more, taught by field-proven experts to maximize your training investment.
- 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
Who should enroll?
This course is designed for:
- Account and project managers
- Contact Center Enterprise (CCE) administrators
- Deployment engineers
- Technical sales
Course benefits:
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Course Outline
- Cisco Unified Contact Center Review
- - Contact Center Basics
- - Components and Architecture
- Deploying Basic Call Settings
- - Associate Basic Call Settings
- - Explore Media Routing Domains
- Building a Basic Cisco Unified Contact Center Enterprise Script
- - Introduce Script Editor
- - Use Script Editor Nodes
- Configuring Basic Agent Functionality
- - Introduce Agent Functionality
- - Configure Agent Desk Settings
- Configuring Basic Call Treatment and Queuing
- - Explore Media Server and Files
- - Introduce Microapps
- Implementing Precision Routing
- - Introduce Precision Routing Basics
- - Examine the Migration Path
- Configuring RONA Support
- - Introduce RONA Functionality
- - Identify RONA Timeout Considerations
- Configuring Agent Teams and Supervisors
- - Configuring Teams and Supervisors
- - Explore Agent Roles
- Administering the Cisco Finesse Desktop
- - Administering Cisco Finesse Desktop
- - Introduce Cisco Finesse Administration
- Implementing Voice XML Applications
- - Introduce VXML
- - Build a Basic Call Studio Project
- Configuring Roles, Departments, and Business Hours
- - Examine Post-Call Survey Functionality
- - Configure Post-Call Survey
- Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
- - Configure Unified CC Enterprise Administrators
- - Configure Departments
Lab Outline
- Navigate CCE Discovery Architecture and Components
- Explore ICM Configuration Tools
- Administering ICM Dialed Numbers and Call Types
- Prepare a Basic Label Script
- Using ICM Tools for ICM Scripts
- Configure ICM for Basic Agent and Skill Group Functionality
- Configure UCM for Agent Functionality
- Test Basic Skill Group Functionality in an ICM Script
- Examine Media Files and Variables in ICM Scripts
- Build Basic ICM Scripts with MicroApps
- Configure and Implement Precision Routing
- Configure RONA
- Configure Agent Teams and Supervisors
- Cisco Finesse Administration
- Configure VXML Server and Install Call Studio
- Create and Deploy a Call Studio Project
- Integrate VXML Applications with a Unified CC Enterprise Script
- Configuring Roles, Departments, and Business Hours
- Run Unified IC Stock Reports
Prerequisite Knowledge
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
Recommended Cisco offerings that may help you meet these prerequisites:
Associated certifications
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