Ask for more dates, other languages or a different delivery mode as needed and we will do our best to meet your needs.
| Language | Mode | Start Date |
|---|---|---|
| German | Virtual Class or Classroom | On request |
| French | Virtual Class or Classroom | On request |
| Italian | Virtual Class or Classroom | On request |
| English | Virtual Class or Classroom | On request |
What you’ll learn
Who should enroll
- Account and project managers
- Contact Center Enterprise (CCE) administrators
- Deployment engineers
- Technical sales
Technology areas
Collaboration
Course details
Objectives
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
Prerequisites
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:
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 exercises
- 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
To delve deeper into the topics of this course, refer to the Administering Advanced Cisco Contact Center Enterprise (CCEAA) training.
