CCEAA – Administering Advanced Cisco Contact Center Enterprise v1.0

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