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Administering Cisco Contact Center Enterprise
Description
Administering Cisco Contact Center Enterprise CCEA) Introduction
The Administering Cisco Contact Center Enterprise CCEA course is an in-depth, 4-day training program meticulously designed for personnel responsible for administering Cisco Contact Center Enterprise (CCE) solutions.
This intensive course is ideal for those involved in ‘Day 2’ support following CCE deployments, as it provides comprehensive training on the efficient management of inbound CCE environments.
This program is specifically intended for solution administrators and those in Tier 1 support roles who have either completed the Cisco Certified Entry Networking Technician (CCEF) course or possess equivalent knowledge.
During the course, participants will develop skills in several key areas.
These include navigating CCE’s configuration and scripting tools, configuring essential components, building Integrated Contact Management (ICM) scripts to optimize call flows, and setting up agents and skill groups.
Additionally, the course emphasizes enhancing customer interactions through the implementation of basic Interactive Voice Response (IVR) functionalities and precision queue configurations.
By the end of the training, participants will be well-equipped with the practical skills and knowledge necessary for effective administration and support of Cisco Contact Center Enterprise solutions.
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 |