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