Administering Cisco Contact Center Enterprise (CCEA)


Course Description

CCEA - Administering Cisco Contact Center Enterprise

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.

Learning 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

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

Labs

  1. Navigate CCE Discovery Architecture and Components
  2. Explore ICM Configuration Tools
  3. Administering ICM Dialed Numbers and Call Types
  4. Prepare a Basic Label Script
  5. Using ICM Tools for ICM Scripts
  6. Configure ICM for Basic Agent and Skill Group Functionality
  7. Configure UCM for Agent Functionality
  8. Test Basic Skill Group Functionality in an ICM Script
  9. Examine Media Files and Variables in ICM Scripts
  10. Build Basic ICM Scripts with MicroApps
  11. Configure and Implement Precision Routing
  12. Configure RONA
  13. Configure Agent Teams and Supervisors
  14. Cisco Finesse Administration
  15. Configure VXML Server and Install Call Studio
  16. Create and Deploy a Call Studio Project
  17. Integrate VXML Applications with a Unified CC Enterprise Script
  18. Configuring Roles, Departments, and Business Hours
  19. Run Unified IC Stock Reports

For more detailed information about this course, please click here

Course Information

Length: 4 day

Format: Lecture and Lab

Delivery Method: n/a

Max. Capacity: 16



Schedule