Cisco Administering Cisco Contact Center Enterprise (CCEA)
E-Learning
Description
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.
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.
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
Account and project managers
Contact Center Enterprise (CCE) administrators
Deployment engineers
Technical sales
| Lesson Id | Title | Description |
|---|---|---|
| 12 | Running Unified CC Enterprise Reports with Unified Intelligence Center (IC) |
Configure Unified CC Enterprise Administrators Configure Departments |
| 11 | Configuring Roles, Departments, and Business Hours |
Examine Post-Call Survey Functionality Configure Post-Call Survey |
| 10 | Implementing Voice XML Applications |
Introduce VXML Build a Basic Call Studio Project |
| 9 | Administering the Cisco Finesse Desktop |
Administering Cisco Finesse Desktop Introduce Cisco Finesse Administration |
| 8 | Configuring Agent Teams and Supervisors |
Configuring Teams and Supervisors Explore Agent Roles |
| 7 | Configuring RONA Support |
Introduce RONA Functionality Identify RONA Timeout Considerations |
| 6 | Implementing Precision Routing |
Introduce Precision Routing Basics Examine the Migration Path |
| 5 | Configuring Basic Call Treatment and Queuing |
Explore Media Server and Files Introduce Microapps |
| 4 | Configuring Basic Agent Functionality |
Introduce Agent Functionality Configure Agent Desk Settings |
| 3 | Building a Basic Cisco Unified Contact Center Enterprise Script |
Introduce Script Editor Use Script Editor Nodes |
| 2 | Deploying Basic Call Settings |
Associate Basic Call Settings Explore Media Routing Domains |
| 1 | Cisco Unified Contact Center Review |
Contact Center Basics Components and Architecture |
Self-Paced
Free
This course includes: :
Full lifetime access