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Overview

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.
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What You'll Learn

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.

Who Should Attend

  • Deployment engineer
  • Sales engineer
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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)

Learning Journey

Coming Soon...

  • 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

 

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.

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