Information Technology
Cisco Administering Cisco Contact Center Enterprise (CCEA)
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 tre
4 Days
32 Hrs
12 Lessons
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
Agenda
- Contact Center Basics
- Components and Architecture
- Associate Basic Call Settings
- Explore Media Routing Domains
- Introduce Script Editor
- Use Script Editor Nodes
- Introduce Agent Functionality
- Configure Agent Desk Settings
- Explore Media Server and Files
- Introduce Microapps
- Introduce Precision Routing Basics
- Examine the Migration Path
- Introduce RONA Functionality
- Identify RONA Timeout Considerations
- Configuring Teams and Supervisors
- Explore Agent Roles
- Administering Cisco Finesse Desktop
- Introduce Cisco Finesse Administration
- Introduce VXML
- Build a Basic Call Studio Project
- Examine Post-Call Survey Functionality
- Configure Post-Call Survey
- Configure Unified CC Enterprise Administrators
- Configure Departments
FREE
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Course Type: Instructor Led