CCEAA - Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0

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 through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.

Duration: 3.0 days

Enquire Now

Start learning today!

Click Hereto customize your Training

Objectives

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.

Content

  • PCCE Review
    • Review PCCE Architecture and Components
    • Review PCCE Protocols
  • Introducing Bulk Import Tools
    • Use the PCCE Bulk Import Tool
    • Use Bulk Import Templates
  • Configuring Advanced Scripting and CCE Data Exchange
    • Design for Advanced Scripting
    • CCE Data Exchange
  • Cisco Unified Communications Manager Initiated Call Flows
    • Understand Transfer Types and Cisco Unified Custom Voice Portal (CVP) Call Flow Models
    • Describe Subsequent Transfers
  • Using Gadgets to Customize the Finesse Desktop
    • Obtain Finesse Custom Gadgets
    • Deploy Finesse Custom Gadgets
  • Implementing Mobile Agent
    • Examine Mobile Agent Functionality
    • Identify Mobile Agent Architecture and Components
  • Implementing Post Call Survey
    • Examine Post Call Survey Functionality
    • Configure Post Call Survey

 Lab Outline

  • Review Discovery
  • Navigate CCE Discovery Architecture and Components
  • Import Bulk Data
  • Create a VXML Application Using Call Studio
  • Configure Precision Queues
  • Create a CCE Routing Script
  • Customize the Finesse Desktop
  • Test Your Call Flow
  • Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
  • Deploy Cisco Finesse Gadgets
  • Implement Mobile Agent

 

Audience

  • Deployment engineer
  • Sales engineer

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:

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

Certification

product-certification

Course Benefits

product-benefits
  • Career growth
  • Broad Career opportunities
  • Worldwide recognition from leaders
  • Up-to Date technical skills
  • Popular Certification Badges

Cisco Popular Courses

sise

In SISE, you will learn how to install, configure, and deploy ISE to secure identity-based networks.

encor

Learn the knowledge and skills needed to configure, troubleshoot, and manage enterprise wired and wireless networks in this 5-days official Cisco course.

scor

The Implementing and Operating Cisco Security Core Technologies (SCOR) v1. 0 course helps you prepare for the Cisco CCNP Security and CCIE Security certificatio

dccor

In this course you will learn the skills needed to implement data center compute, LAN and SAN infrastructure along with the automation and security in data cent
Enquire Now
 
 
 
 
T1fmxd
By clicking "Submit", I agree to the Terms Of Use and Privacy Policy