ADMINISTERING CISCO CONTACT CENTER ENTERPRISE (CCEA)

Details

Description

The Administering Cisco Contact Center Enterprise is a 4-day course presented to CCE Administration personnel involved with ’Day 2’ support of a CCE solution deployment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound CCE environment. This course is intended for those administering the solution, or who may be responsible for Tier 1 support of the CCE solution. CCEF or equivalent knowledge is a prerequisite for this course.

What's Included

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Solutions

Training Solutions

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

  • Instructor-Led (the best training format we offer)
  • Live Online Classroom – Online Instructor-Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

Schedule

StartFinishPublic PricePublic Enroll Private PricePrivate Enroll
9/23/20249/26/2024
10/14/202410/17/2024
11/4/202411/7/2024
11/25/202411/28/2024
12/16/202412/19/2024
1/6/20251/9/2025
1/27/20251/30/2025
2/17/20252/20/2025
3/10/20253/13/2025
3/31/20254/3/2025
4/21/20254/24/2025
5/12/20255/15/2025
6/2/20256/5/2025
6/23/20256/26/2025
7/14/20257/17/2025
8/4/20258/7/2025
8/25/20258/28/2025
9/15/20259/18/2025
10/6/202510/9/2025
10/27/202510/30/2025
11/17/202511/20/2025
12/8/202512/11/2025
12/29/20251/1/2026

Curriculum

Curriculum

Section 1 – Cisco Unified Contact Center Review

  • Contact Center Basics
  • CCE Components and Architecture
  • Call Flow
  • CCE Access Tools
  • Discovery 01-1: Navigating CCE Discovery Architecture and Components
  • Discovery 01-2: Exploring ICM Configuration Tools

Section 2 – Deploying Basic Call Settings

  • Media Routing Domains
  • Call Types
  • Dialed Numbers
  • Discovery 02-1: Administering ICM Dialed Numbers and Call Types

Section 3 – Building a Basic Cisco Unified Contact Center Enterprise Script

  • Introduction to Script Editor
  • Use Script Editor Nodes
  • Understand Variables
  • Schedule Scripts
  • Manage Additional ICM Scripting Tools
  • Discovery 3-01 Prepare a Basic Label Script
  • Discovery3-02 Use ICM Tools for ICM Scripts

Section 4 – Configure Basic Agent Functionality

  • Introduce Agent Functionality
  • Configure Agent Desk Settings
  • Configure Skill Groups and Skill Targets
  • Configure an Agent
  • Configure Agent Targeting Rules
  • Build an Agent Routing ICM Script
  • Prepare Agent Logon
  • Discovery 4-01 Configure ICM for Basic Agent and Skill Group Functionality
  • Discovery 4-02 Configure CUCM for Agent Functionality
  • Discovery 4-03 Testing Basic Skill Group Functionality in an ICM Script

Section 5 – Configuring Basic Call Treatment and Queuing

  • Media Server and Files
  • ECC Variables
  • Microapps
  • Play Media Microapp
  • Get Digits Microapp
  • Menu Microapp
  • Play Data Microapp
  • Get Speech Microapp
  • Capture Microapp
  • Scripting with Microapps
  • Discovery 5-01 Media Files and Variables in ICM Scripting
  • Discovery 5-02 Basic IVR Scripting with MicroApps

Section 6 – Implementing Precision Routing

  • Exploring the Basics
  • Migration Path
  • Skill Groups vs. Precision Queues
  • Configuring Attributes and Precision Queues
  • Precision Routing Sample Scenario
  • Discovery 6-01 Configure and Implement Precision Routing

Section 7 – Configuring RONA Support

  • RONA Function Overview
  • RONA Time-out Considerations
  • RONA Script Logic
  • Discovery 7-01 Configuring RONA

Section 8 – Configuring Agent Teams and Supervisors

  • Agent Roles
  • Supervisor
  • Team Function
  • Discovery 8-01 Configure Agent Teams and Supervisors

Section 9 – Administering the Cisco Finesse Desktop

  • Finesse Server Integration
  • Custom Call Variable Layouts
  • Phone Books
  • Reason Codes
  • Workflows
  • Discovery 9-01 Finesse Administration

Section 10 – Implementing VXML Applications

  • VXML Overview
  • CCE VXML Architecture and Logic Flow
  • Build Basic Call Studio Project
  • Deploy Project, Verify Config
  • CCE Scripting for External VXML Applications
  • Discovery 10-1: VXML Server Configuration and Call Studio Installation
  • Discovery 10-2: Create and Deploy a Cisco Unified Call Studio Project
  • Discovery 10-3: Integrate VXML Applications with a CCE Script

Section 11 – Configuring Roles, Departments, and Business Hours

  • Introducing Roles
  • Configuring CCE Administrators
  • Configuring Departments
  • Defining Business Hours
  • Discovery 11-01 Configuring Roles, Departments, and Business Hours

Section 12 – Running Unified CC Enterprise Reports with Unified IC

  • Introduce and Navigate CUIC
  • Reporting Touch Points
  • Access CUIC Stock Reports
  • Create Custom Dashboards
  • Discovery 12-01 Reporting