Administering Cisco Contact Center Enterprise

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

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) - Understanding Cisco Collaboration Foundations (CLFNDU)

- Account and project managers - Contact Center Enterprise (CCE) administrators - Deployment engineers - Technical sales

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

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. This class will help you: - Leverage the Cisco Unified Contact Center Enterprise (UCCE) for a smooth integration of inbound and outbound voice applications to support multiple communication channels. - Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.