Administering Cisco Contact Center Enterprise (CCEA) 1.0

Duration

4 Days

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

Course Content

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.

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

Who should enroll

• Account and project managers
• Contact Center Enterprise (CCE) administrators
• Deployment engineers
• Technical sales