Instructorctclc admin
TypeOnsite Course
Duration
4 Days
Methods of Delivery
ILT, VIRTUAL/WEBEX, ON-SITE
Price$3595.00
Buy NowBook Now

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.

How you’ll benefit

This class 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.
  • Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.

Click here for our Schedules

When registering through the website for this class please email ddoan@ctclc.com or call Donna at 219-764-3800

Why Attend With Current Technologies CLC

  • Our Instructors are the top 10% rated by Cisco
  • Our Lab has a dedicated 500 Mbps Fiber Connection
  • Our Lab Run up to Date version of Code on our Servers

Course Objectives

Who Should Attend

Prerequisites

Course Outline

Download Outline

Upon completing this course, the student will be able to meet these objectives:

  • 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

The primary audience for this course is as follows:

  • Account and Project Managers
  • Contact Center Enterprise (CCE) Administrators
  • Deployment Engineers
  • Technical Sales

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:

  • Understanding Cisco Contact Center Enterprise Foundations (CCEF)
  • Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
  • Understanding Cisco Collaboration Foundations (CLFNDU)

Module 1: Cisco Unified Contact Center Review

  • Contact Center Basics
  • Components and Architecture

Module 2: Deploying Basic Call Settings

  • Associate Basic Call Settings
  • Explore Media Routing Domains

Module 3: Building a Basic Cisco Unified Contact Center Enterprise Script

  • Introduce Script Editor
  • Use Script Editor Nodes

Module 4: Configuring Basic Agent Functionality

  • Introduce Agent Functionality
  • Configure Agent Desk Settings

Module 5: Configuring Basic Call Treatment and Queuing

  • Explore Media Server and Files
  • Introduce Microapps

Module 6: Implementing Precision Routing

  • Introduce Precision Routing Basics
  • Examine the Migration Path

Module 7: Configuring RONA Support

  • Introduce RONA Functionality
  • Identify RONA Timeout Considerations

Module 8: Configuring Agent Teams and Supervisors

  • Configuring Teams and Supervisors
  • Explore Agent Roles

Module 9: Administering the Cisco Finesse Desktop

  • Administering Cisco Finesse Desktop
  • Introduce Cisco Finesse Administration

Module 10: Implementing Voice XML Applications

  • Introduce VXML
  • Build a Basic Call Studio Project

Module 11: Configuring Roles, Departments, and Business Hours

  • Examine Post-Call Survey Functionality
  • Configure Post-Call Survey

Module 12: Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)

  • Configure Unified CC Enterprise Administrators
  • Configure Departments

Labs:

  • 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

CCEA 1.0