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.
Administering Cisco Contact Center Enterprise (CCEA)
Schedule
- T86085
- 4 days
- 12/10/2024 - 12/13/2024
- 9:00 AM
- (GMT -06:00) Central Standard Time
- Presented via WebEx
- VC
Virtual Classroom
Attend any of our instructor-led classes virtually regardless of your physical location.
- VC
- T86499
- 4 days
- 01/07/2025 - 01/10/2025
- 9:00 AM
- (GMT -06:00) Central Standard Time
- Presented via WebEx
- VC
Virtual Classroom
Attend any of our instructor-led classes virtually regardless of your physical location.
- VC
- T86500
- 4 days
- 02/04/2025 - 02/07/2025
- 9:00 AM
- (GMT -06:00) Central Standard Time
- Presented via WebEx
- VC
Virtual Classroom
Attend any of our instructor-led classes virtually regardless of your physical location.
- VC
- T86501
- 4 days
- 03/11/2025 - 03/14/2025
- 9:00 AM
- (GMT -05:00) Central Daylight Time
- Presented via WebEx
- VC
Virtual Classroom
Attend any of our instructor-led classes virtually regardless of your physical location.
- VC
- PC
Private Class
Privately train a group of your employees at your facility, virtually, or any of our locations.
- PC
- LCLive Classroom
Live Classroom
Learn and interact with your instructor and peers in-person in our classrooms. - VCVirtual Classroom
Virtual Classroom
Attend any of our instructor-led classes virtually regardless of your physical location. - PCPrivate Class
Private Class
Privately train a group of your employees at your facility, virtually, or any of our locations. - GTRGuaranteed to Run
Guaranteed to Run
GTR classes are guaranteed to run as promised and delivered.
Course Summary
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Description
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
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:
Who Should Attend
- Account and project managers
- Contact Center Enterprise (CCE) administrators
- Deployment engineers
- Technical sales
Outline
- Cisco Unified Contact Center Review
- Contact Center Basics
- Components and Architecture
- Deploying Basic Call Settings
- Associate Basic Call Settings
- Explore Media Routing Domains
- Building a Basic Cisco Unified Contact Center Enterprise Script
- Introduce Script Editor
- Use Script Editor Nodes
- Configuring Basic Agent Functionality
- Introduce Agent Functionality
- Configure Agent Desk Settings
- Configuring Basic Call Treatment and Queuing
- Explore Media Server and Files
- Introduce Microapps
- Implementing Precision Routing
- Introduce Precision Routing Basics
- Examine the Migration Path
- Configuring RONA Support
- Introduce RONA Functionality
- Identify RONA Timeout Considerations
- Configuring Agent Teams and Supervisors
- Configuring Teams and Supervisors
- Explore Agent Roles
- Administering the Cisco Finesse Desktop
- Administering Cisco Finesse Desktop
- Introduce Cisco Finesse Administration
- Implementing Voice XML Applications
- Introduce VXML
- Build a Basic Call Studio Project
- Configuring Roles, Departments, and Business Hours
- Examine Post-Call Survey Functionality
- Configure Post-Call Survey
- Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
- Configure Unified CC Enterprise Administrators
- Configure Departments
Lab outline
- 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