Administering Cisco Contact Center Enterprise (CCEA)

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 tre

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 Outline

1 - CISCO UNIFIED CONTACT CENTER REVIEW

Contact Center Basics
Components and Architecture

2 - DEPLOYING BASIC CALL SETTINGS

Associate Basic Call Settings
Explore Media Routing Domains

3 - BUILDING A BASIC CISCO UNIFIED CONTACT CENTER ENTERPRISE SCRIPT

Introduce Script Editor
Use Script Editor Nodes

4 - CONFIGURING BASIC AGENT FUNCTIONALITY

Introduce Agent Functionality
Configure Agent Desk Settings

5 - CONFIGURING BASIC CALL TREATMENT AND QUEUING

Explore Media Server and Files
Introduce Microapps

6 - IMPLEMENTING PRECISION ROUTING

Introduce Precision Routing Basics
Examine the Migration Path

7 - CONFIGURING RONA SUPPORT

Introduce RONA Functionality
Identify RONA Timeout Considerations

8 - CONFIGURING AGENT TEAMS AND SUPERVISORS

Configuring Teams and Supervisors
Explore Agent Roles

9 - ADMINISTERING THE CISCO FINESSE DESKTOP

Administering Cisco Finesse Desktop
Introduce Cisco Finesse Administration

10 - IMPLEMENTING VOICE XML APPLICATIONS

Introduce VXML
Build a Basic Call Studio Project

11 - CONFIGURING ROLES, DEPARTMENTS, AND BUSINESS HOURS

Examine Post-Call Survey Functionality
Configure Post-Call Survey

12 - RUNNING UNIFIED CC ENTERPRISE REPORTS WITH UNIFIED INTELLIGENCE CENTER (IC)

Configure Unified CC Enterprise Administrators
Configure Departments

Actual course outline may vary depending on offering center. Contact your sales representative for more information.

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Course Length: 4 Days

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