(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

The Cisco Continuing Education Program enables you to renew your certifications while exploring new learning paths and enhancing your skillset. It's a convenient way to stay certified without retaking exams. Click here to learn more.

CLCs

36

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 here to learn more.

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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.

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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

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Dates and Prices

Date Language Location Price|

08.04.2025 - 11.04.2025

English

Online, GMT+2

3170 €

3210 $

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14.10.2025 - 17.10.2025

English

Online, GMT+2

3170 €

3210 $

Book now
All prices exclude VAT.

Language: English

Location: Online

Price:  3170 € 3210 $

Book now

Language: English

Location: Online

Price:  3170 € 3210 $

Book now

All prices exclude VAT.

What are CLCs (Cisco Learning Credits)?

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.

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If you’re interested in training for teams, specific language or on-premise delivery, don’t hesitate to contact us. We will try to accommodate all your expectations to get you the best training experience.

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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:

Get expert knowledge

Our learning programs are designed and led by expert IT engineers, consultants, and instructors. We constantly implement participants’ feedback to improve courses.

Our experiences build your competencies

With 30+ years of experience, we’ve been on the market as long as Cisco. Our understanding of IT systems and industry job demands gives us the insight to guide you toward becoming a world-class expert yourself.

Rise above the industry average

Cisco courses are intended not only for passing the certification exam but also for developing your skills and rising above the industry average. Our instructors provide guidance and references that allow you to grow into a confident and competent professional.

Retain the knowledge longer

Our in-depth, non-interrupted learning program ensures you understand the bigger picture and retain the knowledge long term. It also reduces the risk of information loss and confusion.

Learn from the best in Cisco technologies

Our IT consultants-turned-instructors have years of experience and dedicate time to listening and interacting with participants within the course content. Their hands-on project involvement brings practical expertise to our learning programs.

Have peace of mind

We deliver on our promise and schedule. Rest assured, our instructors will give you knowledge, information, hints, and practical experiences around specific topics. Based on a global survey conducted by Cisco, NIL Learning instructors enjoy an average score of 4.91 out of 5.

Be ahead of the curve

As Cisco Platinum Learning Partner and technical community member, we create learning content for major technological vendors. NIL Learning is among the first to offer high-quality learning and training courses in Cisco Technologies.

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Our instructors deliver the courses with practical and useful examples from real-life situations. All NIL Learning instructors are field-proven experts – each both an active engineer and instructor.

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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

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Course Instructors

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Why NIL?

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Since 1992, NIL has been at the forefront of advanced contributors to strategic partner Cisco technologies, learning curriculum and value-added solutions deployed to clients around the globe.

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FAQ

A remote lab is a virtual environment that provides access to Cisco equipment and software for hands-on practice. It allows learners to simulate real-world scenarios and apply what they have learned in a controlled setting, all from a remote location.

Labs work by providing a set of tasks or exercises that learners must complete using the remote lab environment. These tasks are designed to reinforce theoretical knowledge through practical application, often using real or simulated Cisco hardware and software configurations.

Access to labs is provided to learners by an instructor at the beginning of the training.

Access to the remote lab is limited to the duration of the course.

Accessing a remote lab requires a stable internet connection and a compatible web browser. Some labs may also require specific software or plugins to be installed on your computer. Detailed system requirements are provided in advance.

Not every course includes a remote lab. Whether a course includes a remote lab depends on the course’s objectives and structure. Courses focused on practical skills or technical certifications are more likely to include remote labs. Each training has lab exercises listed in its description.

To access the Course Book or Student Guide, you must have an active Cisco.com ID (CCO ID). Access details are provided a few days before the start date of the training and on the first day of the training by the instructor (in case an email from Cisco is missed).

Access to the Course Book (Student Guide) is related to the learners’s CCO ID and is valid for the life of a specific course.

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For any additional information, team training or language options, write to our team! We’re eager to help you meet your learning goals.

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