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Administering Cisco Contact Center Enterprise (CCEA)

  • Overview

    Description, Pre requisites

  • Content

    Lessons, Course Structure

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.


Who should enroll

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


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

 
Course 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:

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

Duration 

4 days

Course 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