CCE - Administering Cisco Contact Center Enterprise (CCEA)

The Administering Cisco Unified Contact Center Enterprise is a 4-day course intended for system engineers, administrators, and support engineers responsible for tier one support. This course provides hands-on practice with administrative tools used to perform routine adds, moves, and changes in the inbound contact center environment.

Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus. Student
Excellent presentation skills, subject matter knowledge, and command of the environment. Student
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect. Student

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Prerequisites


The knowledge and skills that students are expected to have before attending this course are:
Basic knowledge of networking (Windows A/D, 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.
Here are recommended Cisco learning offerings that may help students meet these prerequisites:
Cisco CCEF
Cisco CLFNDU and Cisco CLCOR recommended.

Detailed Class Syllabus


Section 1 – Cisco Unified Contact Center Review


Contact Center Basics
CCE Components and Architecture
Call Flow
CCE Access Tools
Discovery 01-1: Navigating CCE Discovery Architecture and Components
Discovery 01-2: Exploring ICM Configuration Tools

Section 2 – Deploying Basic Call Settings


Media Routing Domains
Call Types
Dialed Numbers
Discovery 02-1: Administering ICM Dialed Numbers and Call Types

Section 3 – Building a Basic Cisco Unified Contact Center Enterprise Script


Introduction to Script Editor
Use Script Editor Nodes
Understand Variables
Schedule Scripts
Manage Additional ICM Scripting Tools
Discovery 3-01 Prepare a Basic Label Script
Discovery3-02 Use ICM Tools for ICM Scripts

Section 4 – Configure Basic Agent Functionality


Introduce Agent Functionality
Configure Agent Desk Settings
Configure Skill Groups and Skill Targets
Configure an Agent
Configure Agent Targeting Rules
Build an Agent Routing ICM Script
Prepare Agent Logon
Discovery 4-01 Configure ICM for Basic Agent and Skill Group Functionality
Discovery 4-02 Configure CUCM for Agent Functionality
Discovery 4-03 Testing Basic Skill Group Functionality in an ICM Script

Section 5 – Configuring Basic Call Treatment and Queuing


Media Server and Files
ECC Variables
Microapps
Play Media Microapp
Get Digits Microapp
Menu Microapp
Play Data Microapp
Get Speech Microapp
Capture Microapp
Scripting with Microapps
Discovery 5-01 Media Files and Variables in ICM Scripting
Discovery 5-02 Basic IVR Scripting with MicroApps

Section 6 – Implementing Precision Routing


Exploring the Basics
Migration Path
Skill Groups vs. Precision Queues
Configuring Attributes and Precision Queues
Precision Routing Sample Scenario
Discovery 6-01 Configure and Implement Precision Routing

Section 7 – Configuring RONA Support


RONA Function Overview
RONA Time-out Considerations
RONA Script Logic
Discovery 7-01 Configuring RONA

Section 8 – Configuring Agent Teams and Supervisors


Agent Roles
Supervisor
Team Function
Discovery 8-01 Configure Agent Teams and Supervisors

Section 9 – Administering the Cisco Finesse Desktop


Finesse Server Integration
Custom Call Variable Layouts
Phone Books
Reason Codes
Workflows
Discovery 9-01 Finesse Administration

Section 10 – Implementing VXML Applications


VXML Overview
CCE VXML Architecture and Logic Flow
Build Basic Call Studio Project
Deploy Project, Verify Config
CCE Scripting for External VXML Applications
Discovery 10-1: VXML Server Configuration and Call Studio Installation
Discovery 10-2: Create and Deploy a Cisco Unified Call Studio Project
Discovery 10-3: Integrate VXML Applications with a CCE Script

Section 11 – Configuring Roles, Departments, and Business Hours


Introducing Roles
Configuring CCE Administrators
Configuring Departments
Defining Business Hours
Discovery 11-01 Configuring Roles, Departments, and Business Hours

Section 12 – Running Unified CC Enterprise Reports with Unified IC


Introduce and Navigate CUIC
Reporting Touch Points
Access CUIC Stock Reports
Create Custom Dashboards
Discovery 12-01 Reporting