Cisco Administering Cisco Contact Center Enterprise (CCEA)

Description

Duration

4 Days

24 CPD hours

This course is intended for

Account and project managers
Contact Center Enterprise (CCE) administrators
Deployment engineers
Technical sales

Overview

After taking this course, you should be able to:
Navigate CCE configuration and scripting tools
Configure a dialed number, call type, and media routing domain
Build a basic Cisco Intelligent Contact Management (ICM) script
Configure agents and skill groups
Configure basic Interactive Voice Response (IVR) functionality
Implement attributes and precision queues
Configure Ring-No-Answer (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 Voice XML (VXML) application
Implement roles, departments, and business hours
Run Cisco Unified Intelligence Center (CUIC) reports using the Reporting tool

The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course teaches you the contextual information around call flow between components in the Cisco© Unified Contact Center Enterprise (UCCE) solution including intelligent contact routing, call treatment, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management over an IP infrastructure. You receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.

Cisco Unified Contact Center Review

Deploying Basic Call Settings

Building a Basic Cisco Unified Contact Center Enterprise Script

Configuring Basic Agent Functionality

Configuring Basic Call Treatment and Queuing

Implementing Precision Routing

Configuring RONA Support

Configuring Agent Teams and Supervisors

Administering the Cisco Finesse Desktop

Implementing Voice XML Applications

Configuring Roles, Departments, and Business Hours

Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)