Cisco Administering Advanced Cisco Contact Center Enterprise (CCEAA)

Description

Duration

3 Days

18 CPD hours

This course is intended for

Deployment engineer
Sales engineer

Overview

After taking this course, you should be able to:
Describe the components, protocols, and call flow of Cisco Packaged Contact Center Enterprise (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 VoiceXML (VXML) application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools; present call data collected from the caller to the Agent desktop.
Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to the Contact Center using CUCM and CCE configuration tools. This functionality enables CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports). This functionality can also 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.

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course teaches you how to execute advanced administration tasks associated with the Cisco Contact Center Enterprise (CCE) solution.

PCCE Review

Introducing Bulk Import Tools

Configuring Advanced Scripting and CCE Data Exchange

Cisco Unified Communications Manager Initiated Call Flows

Using Gadgets to Customize the Finesse Desktop

Implementing Mobile Agent

Implementing Post Call Survey

Lab practice