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Administering Cisco Contact Center Enterprise

Administering Cisco Contact Center Enterprise

in Cisco
(0 Ratings)
Created by QuantaCrest
5/115 Students

About this course

Course Overview

The Administering Cisco Contact Center Enterprise (CCEA) 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.

Target Audience

Contact Center Administrators and Day 2 Support

Course Objectives

After completing 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 Content

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

Labs

  • 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

Course Prerequisites

Attendees should meet the following prerequisites:

  • 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 prerequisites:
  • CLFNDU - Understanding Cisco Collaboration Foundations
  • CLCOR - Implementing and Operating Cisco Collaboration Core Technologies
  • CCEF - Understanding Cisco Contact Center Enterprise Foundations

Test Certification

Recommended as preparation for the following exams:

  • TBC

Follow on Courses

  The following are recommended for further study:
  • CCEAA - Administering Advanced Cisco Contact Center Enterprise

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Duration:
4 days

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