Administering Cisco Contact Center Enterprise (CCEA)

Price
$3,595.00
Duration
 4 Days
Delivery Methods
 VILT    Private Group

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.

 

Upcoming Class Dates and Times

This class is not currently scheduled.
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Who Should Attend

Deployment Engineers CCE Administrators

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.

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

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.
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