(CCEAA) Administering Advanced Cisco Contact Center Enterprise
Grow with CCEAA: Learn to manage Cisco Contact Center solutions for enhanced scalability and efficiency. Boost your admin expertise today.
Duration
3 days
Version
1.0
CE Credits
30
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CLCs
28
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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 Advanced Cisco Contact Center Enterprise (CCEAA) is an instructor-led or virtual instructor-led course, which teaches you how to execute advanced administration tasks associated with the Cisco Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.
This course will help you:
- Learn how to optimize management of CCE solutions for proactive management of contact centers tasks,
- Manage the effects of using CCE solutions for scalability and interaction between the solution components for centralized application management.
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
| Date | Language | Location | Price|
|
|
|---|---|---|---|---|
|
07.05.2025 - 09.05.2025 |
English |
Online, GMT+2 |
2380 € 2410 $ |
Book now |
|
10.12.2025 - 12.12.2025 |
English |
Online, GMT+1 |
2380 € 2410 $ |
Book now |
| All prices exclude VAT. |
All prices exclude VAT.
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
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- Describe the components, protocols, and call flow of Cisco Packaged Contact Center Enterprise (PCCE) by referencing the discovery platform to prepare for further scripting and configuration activities.
- Run the CCE Bulk Import utility using the CCE Web Administration tool to develop a base line CCE configuration.
- Configure an advanced VoiceXML (VXML) application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools; present call data collected from the caller to the Agent desktop.
- Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to the Contact Center using CUCM and CCE configuration tools. This functionality enables CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports). This functionality can also enable non-Contact Center calls and calls handled by Agents, whether existing or new.
- Access and deploy custom gadgets to the Finesse desktop using the CCE Web Administration tool to further enhance functionality of the Finesse Agent Desktop.
- Successfully deploy Mobile Agent in a CCE Environment.
- Successfully deploy Post Call Survey in a CCE Environment.
Who should enroll?
This course is designed for:
- Deployment engineer
- Sales engineer
Course benefits:
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Course Outline
- PCCE Review
- - Review PCCE Architecture and Components
- - Review PCCE Protocols
- Introducing Bulk Import Tools
- - Use the PCCE Bulk Import Tool
- - Use Bulk Import Templates
- Configuring Advanced Scripting and CCE Data Exchange
- - Design for Advanced Scripting
- - CCE Data Exchange
- Cisco Unified Communications Manager Initiated Call Flows
- - Understand Transfer Types and Cisco Unified Custom Voice Portal (CVP) Call Flow Models
- - Describe Subsequent Transfers
- Using Gadgets to Customize the Finesse Desktop
- - Obtain Finesse Custom Gadgets
- - Deploy Finesse Custom Gadgets
- Implementing Mobile Agent
- - Examine Mobile Agent Functionality
- - Identify Mobile Agent Architecture and Components
- Implementing Post Call Survey
- - Examine Post Call Survey Functionality
- - Configure Post Call Survey
Lab Outline
- Review Discovery
- Navigate CCE Discovery Architecture and Components
- Import Bulk Data
- Create a VXML Application Using Call Studio
- Configure Precision Queues
- Create a CCE Routing Script
- Customize the Finesse Desktop
- Test Your Call Flow
- Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
- Deploy Cisco Finesse Gadgets
- Implement Mobile Agent
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
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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Good way of explaining and delivering information
Deep understanding of the subject and a good way of explaining and delivering the information.
Deep expertise in subject matter
The instructor was extremely well prepared and effective in delivering the training. They demonstrated deep expertise in the subject matter and did an exceptional job of explaining complex concepts in a clear and engaging manner. The instructor’s teaching style enhanced my learning experience and helped reinforce the key takeaways.
Perfect material explanation
Very good lecture by the instructor, he has a lot of knowledge, he answered all our questions, and he explained the material perfectly.
Instructor kept a good level of energy in the room
Instructor was pleasant and kept a good level of energy in the room. Through the course of the training and in discussions after, none of my colleagues indicated boredom or dissatisfaction during parts that were essentially the review.
Very good technical knowledge
The instructor was well prepared and had very good technical knowledge. He managed to inform us in an understandable way.