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Cisco Contact Center Enterprise Advanced Administration
Description
Cisco Contact Center Enterprise Advanced Administration Introduction
The Cisco Contact Center Enterprise Advanced Administration course offers an in-depth exploration of the complex systems and functionalities integral to the CCE platform. Participants will gain expertise in advanced configuration techniques, troubleshooting procedures, and the optimization of the Contact Center’s performance.
This course is specifically tailored for professionals who aim to master the intricacies of the CCE environment, ensuring they can handle sophisticated tasks and provide effective solutions for a variety of operational challenges. Emphasis is placed on understanding the architecture of the Cisco Contact Center and how its various components interact to deliver a seamless customer experience.
In addition to technical skills, this course underscores the importance of strategic administration. Learners will explore advanced topics such as the integration of third-party applications, security management, and the analysis of system data to enhance efficiency and productivity. Real-world scenarios and case studies are incorporated to provide practical understanding and application of concepts.
By the end of the course, attendees will not only be proficient in technical aspects but will also be equipped with strategic insights to make informed decisions, contributing to the overall success and innovation in the field of contact center operations. The comprehensive nature of this course makes it an essential stepping stone for those aspiring to reach the pinnacle of their career in Cisco Contact Center administration.
Cisco Contact Center Enterprise Advanced Administration Course Objectives
- Deep understanding of CCE components, protocols, and call flow.
- Foundational configuration using CCE Bulk Import and Web Administration tools.
- Advanced scripting with VXML applications and database lookup functionality.
- Setup of CCE with Cisco Unified Communications Manager (CUCM) for efficient call routing.
- Enhancing Finesse Agent Desktop functionality with custom gadgets.
- Deployment of Mobile Agent and Post-Call Survey functionalities in CCE.
Prerequisites
- Basic networking knowledge.
- Working knowledge of Unified Communications Manager and voice gateways.
- Understanding of Cisco Unified Contact Center Enterprise architecture.
Recommended Cisco Learning Offerings
- Cisco CLFNDU, CLCOR, CCEF, CCEA courses.
Audience
- Advanced CCE Administrators
- Unified Communications Specialists
- IT Professionals with Cisco Certification Aspirations
- System Engineers and Integrators
- Contact Center Technology Consultants
Cisco Contact Center Enterprise Advanced Administration Outline
PCCE Review
- Review of PCCE Architecture and Components
- Review of PCCE Protocols
- Review of PCCE Call Flow
- Review of PCCE Access Tools
- Discovery 01-1: Review Discovery
- Discovery 01-2: Navigating CCE Discovery Architecture and Components
Introducing Bulk Import Tools
- Using the PCCE Bulk Import Tool
- Utilizing Bulk Import Templates
- Discovery 02-1: Importing Bulk Data
Configuring Advanced Scripting and CCE Data Exchange
- Design Considerations for Advanced Scripting
- Understanding CCE Data Exchange
- Using Call Studio for script development
- Implementing Database Lookup functionality using VXML
- Collecting responses from callers
- Invoking Call Studio Applications within CCE Routing Scripts
- Discovery 3-01: Creating VXML Applications using Call Studio
- Discovery 3-02: Configure Precision Queues
- Discovery 3-03: Creating CCE Routing Scripts
- Discovery 3-04: Customizing Finesse Desktop
- Discovery 3-05: Testing your Call Flow
CUCM Initiated Call Flows
- Understanding Transfer Types and CVP Call Flow Models
- Describing Subsequent Transfers
- Configuring UCM (Unified Communications Manager) for Transfers
- Configuring CUCM as a Routing Client for Agent Transfers
- Discovery 4-01: Configure CUCM as Routing Client and Agent Transfers
Using Gadgets to Customize the Finesse Desktop
- Obtaining Finesse Custom Gadgets
- Deploying Finesse Custom Gadgets
- Discovery 5-01: Deploying Finesse Gadgets
Implementing Mobile Agent
- Examining Mobile Agent Functionality
- Identifying Mobile Agent Architecture and Components
- Configuring Mobile Agent
- Logging in as a Mobile Agent
- Planning Mobile Agent Design and Integration
- Discovery 6-01: Implementing Mobile Agent
Implementing Post Call Survey
- Examining Post-Call Survey Functionality
- Configuring Post-Call Survey
- Reporting Considerations for Post-Call Survey
- Discovery 7-01: Implementing Post Call Survey
$2795.00
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3 Days Course |