CCEA v1.0 – Administering Cisco Contact Center Enterprise


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Tulevat päivämäärät

Oct 17 - Oct 20, 2022
09:00 - 17:00

Nov 14 - Nov 17, 2022
09:00 - 17:00

Dec 12 - Dec 15, 2022
09:00 - 17:00

Jan 9 - Jan 12, 2023
09:00 - 17:00

Feb 6 - Feb 9, 2023
09:00 - 17:00

Mar 6 - Mar 9, 2023
09:00 - 17:00

  • CCEA v1.0 – Administering Cisco Contact Center Enterprise
    4 days  (Instructor Led Online)  |  Unified Contact Center

    Course Details


    The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course teaches you the contextual information around call flow between components in the CiscoŸ 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.


    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


    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)