Administering Cisco Contact Center Enterprise (CCEA)

Course Overview

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.

4 days
Unified Contact Center Enterprise Specialization requirement for Systems Engineers
500-442 CCEA
  • This course will help you:

    • Leverage the Cisco Unified Contact Center Enterprise (UCCE) for a smooth integration of inbound and outbound voice applications to support multiple communication channels.
    • Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.

    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
    • Cisco Unified Contact Center Review
      • Contact Center Basics
      • Components and Architecture
    • Deploying Basic Call Settings
      • Associate Basic Call Settings
      • Explore Media Routing Domains
    • Building a Basic Cisco Unified Contact Center Enterprise Script
      • Introduce Script Editor
      • Use Script Editor Nodes
    • Configuring Basic Agent Functionality
      • Introduce Agent Functionality
      • Configure Agent Desk Settings
    • Configuring Basic Call Treatment and Queuing
      • Explore Media Server and Files
      • Introduce Microapps
    • Implementing Precision Routing
      • Introduce Precision Routing Basics
      • Examine the Migration Path
    • Configuring RONA Support
      • Introduce RONA Functionality
      • Identify RONA Timeout Considerations
    • Configuring Agent Teams and Supervisors
      • Configuring Teams and Supervisors
      • Explore Agent Roles
    • Administering the Cisco Finesse Desktop
      • Administering Cisco Finesse Desktop
      • Introduce Cisco Finesse Administration
    • Implementing Voice XML Applications
      • Introduce VXML
      • Build a Basic Call Studio Project
    • Configuring Roles, Departments, and Business Hours
      • Examine Post-Call Survey Functionality
      • Configure Post-Call Survey
    • Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
      • Configure Unified CC Enterprise Administrators
      • Configure Departments
    • Navigate CCE Discovery Architecture and Components
    • Explore ICM Configuration Tools
    • Administering ICM Dialed Numbers and Call Types
    • Prepare a Basic Label Script
    • Using ICM Tools for ICM Scripts
    • Configure ICM for Basic Agent and Skill Group Functionality
    • Configure UCM for Agent Functionality
    • Test Basic Skill Group Functionality in an ICM Script
    • Examine Media Files and Variables in ICM Scripts
    • Build Basic ICM Scripts with MicroApps
    • Configure and Implement Precision Routing
    • Configure RONA
    • Configure Agent Teams and Supervisors
    • Cisco Finesse Administration
    • Configure VXML Server and Install Call Studio
    • Create and Deploy a Call Studio Project
    • Integrate VXML Applications with a Unified CC Enterprise Script
    • Configuring Roles, Departments, and Business Hours
    • Run Unified IC Stock Reports
  • 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 Cisco Unified Contact Center Enterprise architecture and operation

    Recommended Cisco offerings that may help you meet these prerequisites:

    • Understanding Cisco Contact Center Enterprise Foundations (CCEF)
    • Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
    • Understanding Cisco Collaboration Foundations (CLFNDU)
    • Account and project managers
    • Contact Center Enterprise (CCE) administrators
    • Deployment engineers
    • Technical sales