See how Insoft Services is responding to COVID-19

CCEA 1.0 – Administering Cisco Contact Center Enterprise

X

Ota yhteyttä

Voit olla meihin yhteydessä ja tiedustella koulutuksistamme täydentämällä yhteystietosi ja koulutuksen nimen oheen.

Tilaa uutiskirje

Haluan tarjouksia ja tietoa koulutuksista sähköpostiini.

Tietosuojalauseke ja yksityisyys

Annan Insoft Services Ltd:lle oikeuden olla minuun yhteydessä. Annan Insoft Servicelle oikeuden käsitellä, kerätä ja tallentaa tietojani. Kaikki annetut tiedot käsitellään tietoturvallisesti tietosuojalausekkeen mukaisesti.


Tulevat päivämäärät


Oct 18 - Oct 22, 2021
09:00 - 17:00 (EET)
Online

  • CCEA 1.0 – Administering Cisco Contact Center Enterprise
    4 days  (Instructor Led Online)  |  Unified Contact Center

    Course Details

    Yleiskatsaus

    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.

     

    This class will help you:

    • Leverage the Cisco Unified Contact Center Enterprise (UCCE) for a smooth integration of inbound and outbound voice applications to support multiple communication channels.
    • Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.

    Tavoitteet

    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

    Sisältö

    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

    Kohdeyleisö

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

    Esivaatimukset

    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)