Description
The Administering Advanced Cisco Contact Center Enterprise (CCEAA) training teaches you how to execute advanced administration tasks associated with the Cisco® Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.
This training also earns you 30 Continuing Education (CE) credits toward recertification.
How you’ll benefit
This training will help you:
• Learn how to optimize management of CCE solutions for proactive management of contact centers tasks
• Manage the effects of using CCE solutions for scalability and interaction between the solution components for centralized application management
• Earn 30 CE credits toward recertification
Technology areas
• Collaboration
Objectives
Prerequisites
There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:
• 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
These skills can be found in the following Cisco Learning Offerings:
• Administering Cisco Contact Center Enterprise (CCEA)
• Understanding Cisco Contact Center Enterprise Foundations (CCEF)
• Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
• Understanding Cisco Collaboration Foundations (CLFNDU)
Who should enroll
• Deployment Engineers
• Sales Engineers
Outline
• PCCE Review
• Introducing Bulk Import Tools
• Configuring Advanced Scripting and CCE Data Exchange
• Cisco Unified Communications Manager Initiated Call Flows
• Using Gadgets to Customize the Finesse Desktop
• Implementing Mobile Agent
• Implementing Post Call Survey
Lab Outline
• Review Discovery
• Navigate CCE Discovery Architecture and Components
• Import Bulk Data
• Create a VXML Application Using Call Studio
• Configure Precision Queues
• Create a CCE Routing Script
• Customize the Finesse Desktop
• Test Your Call Flow
• Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
• Deploy Cisco Finesse Gadgets
• Implement Mobile Agent