Cisco Contact Center Enterprise Advanced Administration (CCEAA)

Price
$2,695.00 USD

Duration
3 Days

Cisco Learning Credit (CLC) Eligible

Delivery Methods
Virtual Instructor Led
Private Group

Request More Information

Download Course Details

Course Details Only
Course Details & Schedule

Skip to Class Dates

Course Overview

Cisco Contact Center Enterprise Advanced Administration (CCEAA) is a 3-day instructor-led course intended for system engineers and customers who will be deploying and administering advanced Packaged Contact Center Enterprise functionality.

Course Objectives

Describe the components, protocols, and call flow of PCCE by referencing the discovery platform to prepare for further scripting and configuration activities.

Run the CCE Bulk Import utility using the CCE Web Administration tool to develop a base line CCE configuration

Configure an advanced VXML application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools in order to present call data collected from the caller to the Agent desktop.

Provision CCE to support CUCM calls to the Contact Center using UCM and CCE configuration tools. This will enable CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side IVR Ports). This may be to enable non-Contact Center calls and calls handled by Agents whether existing or new.

Access and deploy custom gadgets to the Finesse desktop using the CCE Web Administration tool to further enhance functionality of the Finesse Agent Desktop.

Successfully deploy Mobile Agent in a CCE Environment.

Successfully deploy Post Call Survey in a CCE Environment.

Who Should Attend?

System engineers and customers who will be deploying and administering advanced Packaged Contact Center Enterprise functionality

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.