COURSE LIST / COURSE BY TECHNOLOGY VENDORS / CISCO

CCEA - Administering Cisco Contact Center Enterprise v1.0

Course Summary:

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.

Course Duration: 4 days

Course Content:

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 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