Administering Cisco Contact Center Enterprise (CCEA)

 

Course Overview

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.

Who should attend

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

Prerequisites

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:

Course Objectives

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

Follow On Courses

Prijs & Delivery methods

Online training

Duur
4 dagen

Prijs
  • 3.495,– €
  • Cisco Learning Credits: 36
Beschikbare data
Vraag een datum aan
Klassikale training

Duur
4 dagen

Prijs
  • Benelux: 3.295,– €
  • Cisco Learning Credits: 36

Beschikbare data

Fast Lane will carry out all guaranteed training regardless of the number of attendees, exempt from force majeure or other unexpected events, like e.g. accidents or illness of the trainer, which prevent the course from being conducted.
Instructor-led Online Training:   Dit is een Instructor-Led Online (ILO) training: een online training verzorgd door een trainer. If you have any questions about our online courses, feel free to contact us via phone or Email anytime.
Dit is een FLEX-training: een training die zowel klassikaal als online gevolgd kan worden. Je kiest zelf de gewenste leervorm.

Frans

Tijdzone: Midden-Europese Zomertijd (MEZT)   ±1 uur

Online training Tijdzone: Midden-Europese Zomertijd (MEZT) Taal: Frans
Online training Tijdzone: Midden-Europese Tijd (MET) Taal: Frans
Dit is een FLEX-training: een training die zowel klassikaal als online gevolgd kan worden. Je kiest zelf de gewenste leervorm.

Europa

Duitsland

 Hamburg Dit is een FLEX-training.   Tijdzone: Midden-Europese Tijd (MET) boek direct:
de online FLEX-training
de klassikale FLEX-training