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

Lab Exercises

• 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

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

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)