Administering Cisco Contact Center Enterprise (CCEA)

 

Course Overview

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.

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.

Who should attend

  • Account and project managers
  • Contact Center Enterprise (CCE) administrators
  • Deployment engineers
  • Technical sales

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

Recommended Cisco offerings that may help you meet these prerequisites:

Course 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
Classroom training

Длительность 4 дня

 
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