Administering Cisco Contact Center Enterprise (CCEA)
The Administering Cisco Unified Contact Center Enterprise is a 4-day course intended for system engineers, administrators, and support engineers responsible for tier one support. This course provides hands-on practice with administrative tools used to perform routine adds, moves, and changes in the inbound contact center environment.
The Administering Cisco Unified Contact Center Enterprise is a 4-day course intended for system engineers, administrators, and support engineers responsible for tier one support. This course provides hands-on practice with administrative tools used to perform routine adds, moves, and changes in the inbound contact center environment.
More Information:
- Learning Style: Virtual
- Provider: Cisco
- Difficulty: Advanced
- Course Duration: 4 Days
- CLC: 32 Units
- Course Info: Download PDF
- Certificate: See Sample
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Course Information
About This Course:
This comprehensive course is designed for professionals seeking mastery in Cisco Contact Center Enterprise (CCE) configuration and scripting. Participants will acquire the skills and knowledge necessary to navigate the diverse set of tools available for CCE configuration, enabling them to build and manage a robust contact center environment. The course covers essential topics such as Dialed Number, Call Type, and Media Routing Domain configuration, as well as the creation of basic ICM scripts.
Course Objectives:
- Navigate CCE configuration and scripting tools.
- Configure a Dialed Number, Call Type and Media Routing Domain.
- Build a basic ICM script.
- Configure Agents and Skill Groups.
- Configure basic IVR functionality.
- Implement Attributes and Precision Queues.
- Configure 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 VXML application.
- Implement Roles, Departments and Business Hours.
- Run CUIC Reports using the Reporting tool.
Audience:
The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks.
Primary audiences:
- Deployment Engineers
- CCE Administrators
Secondary audiences:
- Technical Sales
- Account and Project Managers
Prerequisites:
The knowledge and skills that a learner should have before attending this course are as follows:
- Basic knowledge of networking (Windows A/D, 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.
The following Cisco learning offerings may help students meet these prerequisites:
- Cisco CCEF
- Cisco CLFNDU and Cisco CLCOR recommended.
