CCEA | Administering Cisco Contact Center Enterprise
 
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.
 
Objetives
After taking this course, you should be able to:
Navigate CCE configuration and scripting tolos
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
 
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
 
Technology areas
Collaboration
 
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)
 
Course details
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 Exercises
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
 
Descargue el temario para conocer el detalle completo de los contenidos
 
Debido a las constantes actualizaciones de los contenidos de los cursos por parte del fabricante, el contenido de este temario puede variar con respecto al publicado en el sitio oficial, sin embargo, Netec siempre entregará la versión actualizada de éste