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Cisco Administering Cisco Contact Center Enterprise (CCEA)

4.6 out of 5 rating

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Duration

4 Days

24 CPD hours

About this course

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

Description

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
  • 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
Additional course details:

Nexus Humans Cisco Administering Cisco Contact Center Enterprise (CCEA) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward.

This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts.

Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success.

While we feel this is the best course for the Cisco Administering Cisco Contact Center Enterprise (CCEA) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you.

Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Training Insurance Included!

When you organise training, we understand that there is a risk that some people may fall ill, become unavailable. To mitigate the risk we include training insurance for each delegate enrolled on our public schedule, they are welcome to sit on the same Public class within 6 months at no charge, if the case arises.

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