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Administering Cisco Contact Center Enterprise
Description
Administering Cisco Contact Center Enterprise (CCEA) Introduction
The Administering Cisco Contact Center Enterprise (CCEA) is a comprehensive four-day training course designed specifically for system administrators and Tier 1 support personnel involved with Cisco Contact Center Enterprise (CCE) solutions.
This course is perfect for those who provide operational support post-deployment, commonly referred to as ‘Day 2’ support, and focuses on the effective management of inbound CCE environments. Ideal candidates for this training include individuals who have completed the Cisco Certified Entry Networking Technician (CCEF) course or have equivalent practical experience in the field.
The curriculum covers essential skills such as using the CCE’s configuration and scripting tools, configuring key system components, and creating Integrated Contact Management (ICM) scripts to enhance call flow efficiencies. Additionally, the training provides practical experience in setting up agent profiles and skill groups, as well as implementing basic Interactive Voice Response (IVR) systems and precision queue configurations to improve customer interaction.
By the conclusion of this course, attendees will have developed a solid foundation in navigating and managing Cisco Contact Center Enterprise solutions, equipping them with the necessary skills for efficient system administration and support. This training not only prepares participants to tackle real-world challenges within their CCE environments but also enhances their ability to optimize system performance to meet business needs effectively.
Administering Cisco Contact Center Enterprise (CCEA) Course Objectives
By the end of this course, students will be proficient in:
- Navigating and configuring CCE settings and tools.
- Creating and managing Dialed Numbers, Call Types, and Media Routing Domains.
- Building and optimizing basic ICM scripts for improved system performance.
- Setting up agents and skill groups for efficient call handling.
- Implementing basic IVR functionalities and Attributes for targeted call routing.
- Configuring RONA to ensure seamless call management and maintaining high service standards.
- Administering Agent Teams and assigning Supervisors for optimal team management.
- Utilizing Finesse enhancements to boost agent efficiency and customer experience.
- Developing VXML applications and understanding their role in customer interactions.
- Implementing roles, departments, and defining business hours for streamlined operations.
- Running CUIC Reports for data analysis and informed decision-making.
Prerequisites
To enroll in this course, students should have:
- Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switches).
- Working knowledge of Unified Communications Manager and voice gateways.
- A fundamental understanding of Cisco Unified Contact Center Enterprise architecture and operation.
- Recommended learning offerings: Cisco CCEF, Cisco CLFNDU, and Cisco CLCOR.
Audience
The primary audiences for this course are:
- Deployment Engineers
- CCE Administrators
Secondary audiences include:
- Technical Sales Professionals
- Account and Project Managers
Administering Cisco Contact Center Enterprise (CCEA) Outline
Cisco Unified Contact Center Review
- Contact Center Basics
- CCE Components and Architecture
- Call Flow
- CCE Access Tools
- Discovery 01-1: Navigating CCE Discovery Architecture and Components
- Discovery 01-2: Exploring ICM Configuration Tools
Deploying Basic Call Settings
- Media Routing Domains
- Call Types
- Dialed Numbers
- Discovery 02-1: Administering ICM Dialed Numbers and Call Types
Building a Basic Cisco Unified Contact Center Enterprise Script
- Introduction to Script Editor
- Use Script Editor Nodes
- Understand Variables
- Schedule Scripts
- Manage Additional ICM Scripting Tools
- Discovery 3-01 Prepare a Basic Label Script
- Discovery3-02 Use ICM Tools for ICM Scripts
Configure Basic Agent Functionality
- Introduce Agent Functionality
- Configure Agent Desk Settings
- Configure Skill Groups and Skill Targets
- Configure an Agent
- Configure Agent Targeting Rules
- Build an Agent Routing ICM Script
- Prepare Agent Login
- Discovery 4-01 Configure ICM for Basic Agent and Skill Group Functionality
- Discovery 4-02 Configure CUCM for Agent Functionality
- Discovery 4-03 Testing Basic Skill Group Functionality in an ICM Script
Configuring Basic Call Treatment and Queuing
- Media Server and Files
- ECC Variables
- Microapps
- Play Media Microapp
- Get Digits Microapp
- Menu Microapp
- Play Data Microapp
- Get Speech Microapp
- Capture Microapp
- Scripting with Microapps
- Discovery 5-01 Media Files and Variables in ICM Scripting
- Discovery 5-02 Basic IVR Scripting with MicroApps
Implementing Precision Routing
- Exploring the Basics
- Migration Path
- Skill Groups vs. Precision Queues
- Configuring Attributes and Precision Queues
- Precision Routing Sample Scenario
- Discovery 6-01 Configure and Implement Precision Routing
Configuring RONA Support
- RONA Function Overview
- RONA Time-out Considerations
- RONA Script Logic
- Discovery 7-01 Configuring RONA
Configuring Agent Teams and Supervisors
- Agent Roles
- Supervisor
- Team Function
- Discovery 8-01 Configure Agent Teams and Supervisors
Administering the Cisco Finesse Desktop
- Finesse Server Integration
- Custom Call Variable Layouts
- Phone Books
- Reason Codes
- Workflows
- Discovery 9-01 Finesse Administration
Implementing VXML Applications
- VXML Overview
- CCE VXML Architecture and Logic Flow
- Build Basic Call Studio Project
- Deploy Project, Verify Config
- CCE Scripting for External VXML Applications
- Discovery 10-1: VXML Server Configuration and Call Studio Installation
- Discovery 10-2: Create and Deploy a Cisco Unified Call Studio Project
- Discovery 10-3: Integrate VXML Applications with a CCE Script
Configuring Roles, Departments, and Business Hours
- Introducing Roles
- Configuring CCE Administrators
- Configuring Departments
- Defining Business Hours
- Discovery 11-01 Configuring Roles, Departments, and Business Hours
Running Unified CC Enterprise Reports with Unified IC
- Introduce and Navigate CUIC
- Reporting Touch Points
- Access CUIC Stock Reports
- Create Custom Dashboards
- Discovery 12-01 Reporting
$3595.00
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4 Days Course |