Trending Courses

Vendors

Skip Navigation Links

Overview

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.
img-course-overview.jpg

What You'll Learn

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

Who Should Attend

  • Account and project managers
  • Contact Center Enterprise (CCE) administrators
  • Deployment engineers
  • Technical sales
img-who-should-learn.png

Prerequisites

To fully benefit from this course, you should have the following knowledge:

  • Basic knowledge of networking (Windows Active Directory, 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

Recommended Cisco offerings that may help you meet these prerequisites:

  • Understanding Cisco Contact Center Enterprise Foundations (CCEF)
  • Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
  • Understanding Cisco Collaboration Foundations (CLFNDU)

Learning Journey

Coming Soon...

  • Cisco Unified Contact Center Review
    • Contact Center Basics
    • Components and Architecture
  • Deploying Basic Call Settings
    • Associate Basic Call Settings
    • Explore Media Routing Domains
  • Building a Basic Cisco Unified Contact Center Enterprise Script
    • Introduce Script Editor
    • Use Script Editor Nodes
  • Configuring Basic Agent Functionality
    • Introduce Agent Functionality
    • Configure Agent Desk Settings
  • Configuring Basic Call Treatment and Queuing
    • Explore Media Server and Files
    • Introduce Microapps
  • Implementing Precision Routing
    • Introduce Precision Routing Basics
    • Examine the Migration Path
  • Configuring RONA Support
    • Introduce RONA Functionality
    • Identify RONA Timeout Considerations
  • Configuring Agent Teams and Supervisors
    • Configuring Teams and Supervisors
    • Explore Agent Roles
  • Administering the Cisco Finesse Desktop
    • Administering Cisco Finesse Desktop
    • Introduce Cisco Finesse Administration
  • Implementing Voice XML Applications
    • Introduce VXML
    • Build a Basic Call Studio Project
  • Configuring Roles, Departments, and Business Hours
    • Examine Post-Call Survey Functionality
    • Configure Post-Call Survey
  • Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
    • Configure Unified CC Enterprise Administrators
    • Configure Departments

Lab Outline

  • Navigate CCE Discovery Architecture and Components
  • Explore ICM Configuration Tools
  • Administering ICM Dialed Numbers and Call Types
  • Prepare a Basic Label Script
  • Using ICM Tools for ICM Scripts
  • Configure ICM for Basic Agent and Skill Group Functionality
  • Configure UCM for Agent Functionality
  • Test Basic Skill Group Functionality in an ICM Script
  • Examine Media Files and Variables in ICM Scripts
  • Build Basic ICM Scripts with MicroApps
  • Configure and Implement Precision Routing
  • Configure RONA
  • Configure Agent Teams and Supervisors
  • Cisco Finesse Administration
  • Configure VXML Server and Install Call Studio
  • Create and Deploy a Call Studio Project
  • Integrate VXML Applications with a Unified CC Enterprise Script
  • Configuring Roles, Departments, and Business Hours
  • Run Unified IC Stock Reports

 

Frequently Asked Questions (FAQs)

  • Why get Cisco certified?

    Cisco certifications validate your expertise in networking and cybersecurity, making you a sought-after professional in the IT industry.

    These globally recognized credentials demonstrate your ability to design, implement, and manage complex networks, enhancing your career prospects and earning potential.

    Cisco-certified professionals are highly valued by employers worldwide for their knowledge and skills in managing critical infrastructure and ensuring secure communications.

  • What to expect for the examination?

    Cisco offers a wide range of certification exams, catering to various levels of expertise and specializations.

    The exams typically consist of multiple-choice questions, simulations, and sometimes lab exercises. Exam formats and content vary depending on the specific certification level and track you choose.

    Note: Certification requirements and policies may be updated by Cisco from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.

  • How long is Cisco certification valid for?

    Most Cisco certifications are active for three years from the date you earn the certification.

    You can recertify at any time during the active period by re-taking the exam for your existing certification, advancing to the next level of certifications, earning Continuing Education credits, or a combination of both.

    Note: Certification requirements and policies may be updated by Cisco from time to time. We apologize for any discrepancies; do get in touch with us if you have any questions.

  • Why take this course with Trainocate?

    Here’s what sets us apart:

    - Global Reach, Localized Accessibility: Benefit from our geographically diverse training hubs in 16 countries (and counting!).

    - Top-Rated Instructors: Our team of subject matter experts (with high average CSAT and MTM scores) are passionate to help you accelerate your digital transformation.

    - Customized Training Solutions: Choose from on-site, virtual classrooms, or self-paced learning to fit your organization and individual needs.

    - Experiential Learning: Dive into interactive training with our curated lesson plans. Participate in hands-on labs, solve real-world challenges, and take on comprehensive assessments.

    - Learn From The Best: With 30+ authorized training partnerships and countless awards from Microsoft, AWS, Google – you're guaranteed learning from the industry's elite.

    - Your Bridge To Success: We provide up-to-date course materials, helpful exam guides, and dedicated support to validate your expertise and elevate your career.

Keep Exploring

Course Curriculum

Course Curriculum

Training Schedule

Training Schedule

Exam & Certification

Exam & Certification

FAQs

Frequently Asked Questions

img-improve-career.jpg

Improve yourself and your career by taking this course.

More Courses By Cisco

Browse All Courses
ucsec-implementing-cisco-unified-communications-security-v1
Collaboration

Implementing Cisco Unified Communications Security v1.0

The course is designed to provide students with the necessary knowledge and skills to implement security features in a Cisco Unified Communications environment.
ILT VILT
Course Duration 5 Days
mpls-implementing-cisco-mpls-v3
Service Provider

Implementing Cisco MPLS v3.0

Learn about VPN technology issues involving MPLS from the service provider perspective & how to configure some of those features and functions in an existing routed environment
ILT VILT
Course Duration 5 Days
mcast-implementing-cisco-multicast-v2
Routing and Switching

Implementing Cisco Multicast v2.0

Learn how to provide technical solutions for simple deployments of IP multicast within a provider or customer network.
ILT VILT
Course Duration 5 Days
img-get-info.jpg

Ready to Take Your Business from Great to Awesome?

Level-up by partnering with Trainocate. Get in touch today.

Name
Email
Phone
I'm inquiring for

Inquiry Details

By providing your contact details, you agree to our Privacy Policy.

Stay Connected. Be the first to Know.

Company

Vendors

Services

Customer Service

© Copyright Trainocate 2024. All rights reserved.