Maxtrain.com - info@maxtrain.com - 513-322-8888 - 866-595-6863
Understanding Cisco Contact Center Foundations
Description
Understanding Cisco Contact Center Foundations Introduction
Welcome to the “Understanding Cisco Contact Center Foundations” course, your gateway to a comprehensive understanding of Cisco Contact Center Enterprise (CCE). Whether you’re an administrator, deployment engineer, manager, or a professional interested in Cisco CCE, this course equips you with essential knowledge.
This comprehensive training program offers a deep dive into the architecture, components, and deployment models of Cisco Contact Center Enterprise (CCE). It caters to various audiences, including administrators, deployment engineers, managers, and executives, providing insights into the business application of the CCE solution.
For administrators and deployment engineers, the course delves into the interrelationship between core and optional components, enabling them to configure, support, deploy, and troubleshoot CCE effectively. Participants will learn about key concepts, call flows, configuration tools, advanced features, and more.
Course Objectives
By the end of this course, you will be able to:
- Provide a high-level overview of the Cisco Contact Center portfolio.
- Identify key components within the PCCE architecture and understand their functions.
- Describe how calls flow through PCCE using appropriate terms and naming conventions.
- Introduce the tools used in the Configuration, Scripting, Reporting, and Support of a PCCE deployment.
- Identify advanced features available within the PCCE solution.
Prerequisites
Before enrolling in this course, participants should have:
- Basic networking knowledge, including Windows A/D, SQL, servers, routers, and switches (helpful but not required).
- A working understanding of Unified Communications Manager and Voice Gateways.
- Basic familiarity with IP networks.
Audience
This course is suitable for the following professionals:
- Deployment Engineers
- Technical Sales
- Account and Project Managers
- Managers overseeing CCE deployments
- Business Liaisons
Understanding Cisco Contact Center Foundations Outline:
Introduction to CCE
- Contact Center Basics
- Key Performance Indicators
- Cisco Contact Center Fundamentals
- Cisco Contact Center Portfolio
Functionality of PCCE Components
- PSTN and Voice Gateways
- Cisco Unified Border Element (CUBE)
- Cisco Unified SIP Proxy (CUSP)
- VXML Gateway and Virtual Voice Browser (VVB)
- Customer Voice Portal (CVP)
- Intelligent Contact Manager (ICM)
- Cisco Unified Communications Manager (CUCM)
- Finesse Agent Desktop
- PCCE Logical Call Flow
Terms and Naming Conventions Used in CCE
- CCE Access Environment
- Peripherals
- Routing Clients
- Route Requests
- CCE Routing Configuration
- Media Routing Domains
- Dialed Numbers
- Call Types
- CCE Scripting Basics
- Scripts and Script Scheduling
- Skill Targets
- CCE Target Verification and Selection
- Agent Targeting Rule
- Labels
- CCE Targets
- Skill Groups
- Precision Queues
- Agents
Access Tools Available in CCE
- SPOG (Single Pane of Glass)
- Configuration Manager
- Script Editor
- CUCM Web Administration
- Call Studio Application
- Gateway Access
Discovering CCE Features Beyond Default
- Agent Management
- Agent Greeting
- Whisper
- Silent Monitoring
- Agent Efficiency
- Mobile Agent
- Extension Mobility
- Single Sign-on
- Customer Satisfaction
- Courtesy Call Back
- Post-Call Survey
- Advanced Features
- Agent Request
- Enterprise Chat and Email
- Outbound Option
- Task Routing
- Video Contact Center
- Enhanced Integration
- Avaya Support
- ICM Gateway Support
- Third Party Integration
- Customer Virtual Assistant
- Command Execution Pane
$995.00
|
1 Day Course |