Administering Cisco Contact Center Enterprise

Kursun kodu

CCEA

Müddət

4 Gün, 32 Saat

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Kursun təsviri

Məqsədlər

Tələblər

Kursun proqramı

Kursun təsviri

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.

Məqsədlər

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

Tələblər

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)

Kursun proqramı

Course outline

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

Lab outline

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

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Administering Cisco Contact Center Enterprise

Kursun kodu:

CCEA

Müddət:

4 Gün, 32 Saat

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