Administering Cisco Contact Center Enterprise (CCEA)

Price
$3,995.00 USD

Duration
4 Days

 

Delivery Methods
Virtual Instructor Led
Private Group

Course Overview

The Administering Cisco Unified Contact Center Enterprise is a 4-day course intended for system engineers, administrators, and support engineers responsible for tier one support. This course provides hands-on practice with administrative tools used to perform routine adds, moves, and changes in the inbound contact center environment.

Course Objectives

  • Navigate CCE configuration and scripting tools.
  • Configure a Dialed Number, Call Type and Media Routing Domain.
  • Build a basic ICM script.
  • Configure Agents and Skill Groups.
  • Configure basic IVR functionality.
  • Implement Attributes and Precision Queues
  • Configure 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 VXML application.
  • Implement Roles, Departments and Business Hours.
  • Run CUIC Reports using the Reporting tool.
  • Who Should Attend?

    Deployment Engineers CCE Administrators
    • Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
    • Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
    • Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
    • Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
    • Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
    • Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.

    Course Prerequisites

  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required.
  • Working knowledge of Unified Communications Manager and voice gateways.
  • Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation.
  • Agenda

    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

    2 - Deploying Basic Call Settings

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

    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

    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

    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

    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

    7 - Configuring RONA Support

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

    8 - Configuring Agent Teams and Supervisors

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

    9 - Administering the Cisco Finesse Desktop

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

    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

    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

    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
     

    Upcoming Class Dates and Times

    Apr 16, 17, 18, 19
    9:00 AM - 5:00 PM
    ENROLL $3,995.00 USD
    Jun 4, 5, 6, 7
    9:00 AM - 5:00 PM
    ENROLL $3,995.00 USD
     



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