Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0
Duration: 3 Days (24 Hours)
Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 Course Overview:
Throughout the course, participants will explore a wide range of advanced administration tasks, ensuring they are well-prepared to handle the complexities of the Cisco Contact Center Enterprise solution. They will delve into topics such as advanced call routing configurations, implementing and managing collaboration options, optimizing system performance, and effectively leveraging reporting and monitoring tools.
The course fosters a deep comprehension of the underlying architecture and components of the CCE solution, enabling learners to apply their knowledge in real-world scenarios. By gaining proficiency in configuring intelligent call routing, integrating customer collaboration applications, and managing contact center resources, participants will be equipped to enhance customer experiences and optimize operational efficiency.
Furthermore, the course places significant emphasis on troubleshooting and resolving potential issues that may arise within the Contact Center Enterprise solution. Participants will learn best practices for diagnosing and resolving common problems, thereby ensuring continuous availability and minimizing downtime.
How you’ll benefit
This course offers valuable insights to participants, empowering them to:
- Enhance the management of CCE solutions: Gain expertise in optimizing the management of Cisco Contact Center Enterprise (CCE) solutions. Learn effective strategies for proactive management of contact center tasks, enabling you to streamline operations, improve productivity, and deliver exceptional customer experiences.
- Implement scalability with CCE solutions: Understand the impact of utilizing CCE solutions on scalability. Learn techniques to scale the solution effectively, accommodating growing contact center demands while ensuring optimal performance and resource utilization.
- Foster interaction between solution components: Explore the intricacies of interaction among different components within the CCE solution. Develop the skills to configure and manage the integration of various solution components, enabling seamless communication and collaboration across the contact center infrastructure.
- Centralize application management: Acquire the knowledge and techniques required to centralize application management within the CCE solution. Learn best practices for efficient configuration, monitoring, and maintenance of applications, simplifying administration tasks and ensuring consistent performance across the contact center.
Who should enroll
Deployment engineer
Sales engineer
Technology areas
Collaboration
Objectives
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.
Outline
● 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 Practice
● 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
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)
Discover the perfect fit for your learning journey
Choose Learning Modality
Live Online
- Convenience
- Cost-effective
- Self-paced learning
- Scalability
Classroom
- Interaction and collaboration
- Networking opportunities
- Real-time feedback
- Personal attention
Onsite
- Familiar environment
- Confidentiality
- Team building
- Immediate application
Training Exclusives
This course comes with following benefits:
- Practice Labs.
- Get Trained by Certified Trainers.
- Access to the recordings of your class sessions for 90 days.
- Digital courseware
- Experience 24*7 learner support.
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