Cisco Administering Cisco Contact Center Enterprise (CCEA)

4 Days

24 CPD hours

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

After taking this course, you should be able to:
Navigate CCE configuration and scripting tools
Configure a dialed number, call type, and media routing domain
Build a basic Cisco Intelligent Contact Management (ICM) script
Configure agents and skill groups
Configure basic Interactive Voice Response (IVR) functionality
Implement attributes and precision queues
Configure Ring-No-Answer (RONA) using CCE configuration tools
Configure and populate an agent team and primary supervisor
Improve agent efficiency through finesse enhancements
Build and test a basic Voice XML (VXML) application
Implement roles, departments, and business hours
Run Cisco Unified Intelligence Center (CUIC) reports using the Reporting tool

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.

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