CISCO CONTACT CENTER ENTERPRISE ADVANCED ADMINISTRATION (CCEAA)

Description

This course is intended for those performing advanced administration of the CCE solution, or who may be responsible for Tier 2 support. The overall goal of this course is to learn advanced administration tasks associated with the CCE solution through a deeper exposure of the technical operational requirements and the tools used to configure and ensure CCE solution functionality. CCEF and CCEA or equivalent knowledge are prerequisites for this course.

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

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

StartFinishPublic PricePublic EnrollPrivate PricePrivate Enroll
11/29/202112/01/2021
12/20/202112/22/2021
01/10/202201/12/2022
01/31/202202/02/2022
02/21/202202/23/2022
03/14/202203/16/2022
04/04/202204/06/2022
04/25/202204/27/2022
05/16/202205/18/2022
06/06/202206/08/2022
06/27/202206/29/2022
07/18/202207/20/2022
08/08/202208/10/2022
08/29/202208/31/2021
09/19/202209/21/2022
10/10/202210/12/2022
10/31/202211/02/2022
11/21/202211/23/2022
12/12/202212/14/2022

Curriculum

Section 1 – PCCE Review

  • PCCE Architecture and Components Review
  • PCCE Protocols Review
  • PCCE Call Flow Review
  • PCCE Access Tools Review
  • Discovery 01-1: Review Discovery
  • Discovery 01-2: Navigating CCE Discovery Architecture and Components

Section 2 – Introducing Bulk Import Tools

  • Use the PCCE Bulk Import Tool
  • Use Bulk Import Templates
  • Discovery 02-1: Importing Bulk Data

Section 3 – Configuring Advanced Scripting and CCE Data Exchange 

  • Design for Advanced Scripting
  • CCE Data Exchange
  • Using Call Studio
  • Implement Database Lookup using VXML
  • Collect Response from the Caller
  • Invoking Call Studio Applications with CCE Routing Scripts
  • Discovery 3-01 Creating VXML Application using Call Studio
  • Discovery3-02 Configure Precision Queues
  • Discovery 3-03 Creating CCE Routing Script
  • Discovery 3-04 Customizing Finesse Desktop
  • Discovery 3-05 Testing your Call Flow

Section 4 – CUCM Initiated Call Flows

  • Understand Transfer Types and CVP Call Flow Models
  • Describe Subsequent Transfers
  • Perform UCM Configurations for Transfers
  • Configure CUCM as Routing Client and Agent Transfers
  • Discovery 4-01 Configure CUCM as Routing Client and Agent Transfers

Section 5 – Using Gadgets to Customize the Finesse Desktop

  • Obtain Finesse Custom Gadgets
  • Deploy Finesse Custom Gadgets
  • Discovery 5-01 Deploying Finesse Gadgets

Section 6 – Implementing Mobile Agent

  • Examining Mobile Agent Functionality
  • Identify Mobile Agent Architecture and Components
  • Configuring Mobile Agent
  • Logging in as Mobile Agent
  • Planning Mobile Agent Design and Integration
  • Discovery 6-01 Implementing Mobile Agent

Section 7 – Implementing Post Call Survey

  • Examining Post Call Survey Functionality
  • Configuring Post Call Survey
  • Reporting Considerations for Post Call Survey
  • Discovery 7-01 Implementing Post Call Survey