Duration
3 Days
18 CPD hours
This course is intended for
Deployment engineer
Sales engineer
Overview
After taking this course, you should be able to:
Describe the components, protocols, and call flow of Cisco Packaged Contact
Center Enterprise (PCCE) by referencing the discovery platform to prepare for
further scripting and configuration activities.
Run the CCE Bulk Import utility using the CCE Web Administration tool to develop
a base line CCE configuration.
Configure an advanced VoiceXML (VXML) application implementing DB lookup
functionality and digit collection using Call Studio and CCE Scripting tools;
present call data collected from the caller to the Agent desktop.
Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to
the Contact Center using CUCM and CCE configuration tools. This functionality
enables CCE Route Requests from CUCM to support contacts initiated from a CUCM
managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR]
Ports). This functionality can also enable non-Contact Center calls and calls
handled by Agents, whether existing or new.
Access and deploy custom gadgets to the Finesse desktop using the CCE Web
Administration tool to further enhance functionality of the Finesse Agent
Desktop.
Successfully deploy Mobile Agent in a CCE Environment.
Successfully deploy Post Call Survey in a CCE Environment.
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.
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 Unifi