Cisco Administering Advanced Cisco Contact Center Enterprise (CCEAA)

3 Days

18 CPD hours

Deployment engineer
Sales engineer

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