Administering Cisco Contact Center Enterprise (Ccea)

The Administering Cisco Contact Center Enterprise is a 4-day course presented to CCE Administration personnel involved with ’Day 2’ support of a CCE solution deployment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound CCE environment. This course is intended for those administering the solution, or who may be responsible for Tier 1 support of the CCE solution. CCEF or equivalent knowledge is a prerequisite for this course.

Prerequisites:

The knowledge and skills that students are expected to have before attending this course are:

• Basic knowledge of networking (Windows A/D, 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.
• Here are recommended Cisco learning offerings that may help students meet these prerequisites:

Cisco CCEF
Cisco CLFNDU and Cisco CLCOR recommended.


Target Audience:

This section specifies the primary and secondary target audiences of this course by job roles and notes the relevance to each job role. The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks.


Primary audiences:

• Deployment Engineers
• CCE Administrators

Secondary audiences:

• Technical Sales
• Account and Project Managers

Course Objectives:

Upon completing this course, students will be able to meet these objectives:

• Navigate CCE configuration and scripting tools.
• Configure a Dialed Number, Call Type, and Media Routing Domain.
• Build a basic ICM script.
• Configure Agents and Skill Groups.
• Configure basic IVR functionality.
• Implement Attributes and Precision Queues.
• Configure 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 VXML application.
• Implement Roles, Departments, and Business Hours.
• Run CUIC Reports using the Reporting tool.

Course Outline:

Section 1 – Cisco Unified Contact Center Review

Section 2 – Deploying Basic Call Settings

Section 3 – Building a Basic Cisco Unified Contact Center Enterprise Script

Section 4 – Configure Basic Agent Functionality

Section 5 – Configure Basic Agent Functionality

Section 6 – Configuring Basic Call Treatment and Queuing

Section 7 – Implementing Precision Routing

Section 8 – Configuring RONA Support

Section 9 – Configuring Agent Teams and Supervisors

Section 10 – Administering the Cisco Finesse Desktop

Section 11 – Implementing VXML Applications

Section 12 – Configuring Roles, Departments, and Business Hours

Section 13 – Running Unified CC Enterprise Reports with Unified IC