Cisco Contact Center Enterprise Fundamentals & Admin Boot Camp (CCEABC)

 

Course Overview

This 5 day bootcamp combines the following two courses in 1 week, and represents a per student saving of £495 !!!

  • !CI-CCEF
  • !CI-CCEA

Who should attend

  • Account and project managers
  • Business liaisons
  • Deployment engineers
  • Managers overseeing CCE deployments
  • 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 IP networks

Recommended Cisco offerings that may help you meet these prerequisites:

Course Objectives

After taking this course, you should be able to:

  • Provide a high-level overview of the Cisco Contact Center portfolio
  • List the key components within the Packaged Contact Center Enterprise (PCCE) architecture and their functions
  • Describe how calls flow through PCCE using appropriate terms and naming conventions
  • Introduce the tools used in the configuration, scripting, reporting and support of a PCCE deployment
  • Identify advanced features available within the PCCE solution
  • 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

Course Content

This 5 day bootcamp combines the following two courses in 1 week;

  • !CI-CCEF
  • !CI-CCEA
Online training

Duur 5 dagen

Prijs (excl. BTW)
  • 3.495,– €
Klassikale training

Duur 5 dagen

Prijs (excl. BTW)
  • Nederland: 3.495,– €
  • België: 3.495,– €

Op dit moment is deze training niet beschikbaar in het open rooster. De kans is echter groot dat wij u toch een passende oplossing kunnen bieden. Wij horen graag wat uw specifieke wensen zijn. U bereikt ons via 030 658 2131 of info@flane.nl. We helpen u graag!