Administering Advanced Cisco Contact Center Enterprise (CCEAA)


Course Description

CCEAA - Administering Advanced Cisco Contact Center Enterprise

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course 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 class 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

Learning Objectives:

  • 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.
  • Successfully deploy Mobile Agent in a CCE Environment.
  • Successfully deploy Post Call Survey in a CCE Environment
  • 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.
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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

Course Information

Length: 3 day

Format: Lecture and Lab

Delivery Method: n/a

Max. Capacity: 16



Schedule


Labs

1. Review Discovery
2. Navigate CCE Discovery Architecture and Components
3. Import Bulk Data
4. Create a VXML Application Using Call Studio
5. Configure Precision Queues
6. Create a CCE Routing Script
7. Customize the Finesse Desktop
8. Test Your Call Flow
9. Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
10. Deploy Cisco Finesse Gadgets
11. Implement Mobile Agent



Related Training


Cisco Contact Center Enterprise Fundamentals (CCCEF)
Administering Cisco Contact Center Enterprise (CCEA)
Implementing Cisco Contact Center Enterprise (CCEI)
Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
Understanding Cisco Collaboration Foundations (CLFNDU)
Implementing Cisco Contact Center Enterprise (ccei)


Who Should Attend

Deployment engineers and Sales engineers