COURSE LIST / COURSE BY TECHNOLOGY VENDORS / CISCO

CCEAA - Administering Advanced Cisco Contact Center Enterprise v1.0

Course Summary:

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course teaches you how to execute advanced administration tasks associated with the Cisco® Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.

Course Duration: 3 days

Course Content:

Course outline

PCCE Review

Review PCCE Architecture and Components
Review PCCE Protocols

Introducing Bulk Import Tools

Use the PCCE Bulk Import Tool
Use Bulk Import Templates

Configuring Advanced Scripting and CCE Data Exchange

Design for Advanced Scripting
CCE Data Exchange

Cisco Unified Communications Manager Initiated Call Flows

Understand Transfer Types and Cisco Unified Custom Voice Portal (CVP) Call Flow Models
Describe Subsequent Transfers

Using Gadgets to Customize the Finesse Desktop

Obtain Finesse Custom Gadgets
Deploy Finesse Custom Gadgets

Implementing Mobile Agent

Examine Mobile Agent Functionality
Identify Mobile Agent Architecture and Components

Implementing Post Call Survey

Examine Post Call Survey Functionality
Configure Post Call Survey

Lab practice

Review Discovery
Navigate CCE Discovery Architecture and Components
Import Bulk Data
Create a VXML Application Using Call Studio
Configure Precision Queues
Create a CCE Routing Script
Customize the Finesse Desktop
Test Your Call Flow
Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
Deploy Cisco Finesse Gadgets
Implement Mobile Agent