Cisco Contact Center Enterprise Advanced Administration (CCEAA) is a 3-day instructor-led course developed by Sunset Learning Institute intended for system engineers and customers who will be deploying and administering advanced Packaged Contact Center Enterprise functionality.
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.
Excellent presentation skills, subject matter knowledge, and command of the environment.
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect.
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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:
Detailed Class Syllabus
Section 1 – PCCE Review
PCCE Architecture and Components Review
PCCE Protocols Review
PCCE Call Flow Review
PCCE Access Tools Review
Discovery 01-1: Review Discovery
Discovery 01-2: Navigating CCE Discovery Architecture and Components
Section 2 – Introducing Bulk Import Tools
Use the PCCE Bulk Import Tool
Use Bulk Import Templates
Discovery 02-1: Importing Bulk Data
Section 3 – Configuring Advanced Scripting and CCE Data Exchange
Design for Advanced Scripting
CCE Data Exchange
Using Call Studio
Implement Database Lookup using VXML
Collect Response from the Caller
Invoking Call Studio Applications with CCE Routing Scripts
Discovery 3-01 Creating VXML Application using Call Studio
Discovery3-02 Configure Precision Queues
Discovery 3-03 Creating CCE Routing Script
Discovery 3-04 Customizing Finesse Desktop
Discovery 3-05 Testing your Call Flow
Section 4 – CUCM Initiated Call Flows
Understand Transfer Types and CVP Call Flow Models
Describe Subsequent Transfers
Perform UCM Configurations for Transfers
Configure CUCM as Routing Client and Agent Transfers
Discovery 4-01 Configure CUCM as Routing Client and Agent Transfers
Section 5 – Using Gadgets to Customize the Finesse Desktop
Obtain Finesse Custom Gadgets
Deploy Finesse Custom Gadgets
Discovery 5-01 Deploying Finesse Gadgets
Section 6 – Implementing Mobile Agent
Examining Mobile Agent Functionality
Identify Mobile Agent Architecture and Components
Configuring Mobile Agent
Logging in as Mobile Agent
Planning Mobile Agent Design and Integration
Discovery 6-01 Implementing Mobile Agent
Section 7 – Implementing Post Call Survey
Examining Post Call Survey Functionality
Configuring Post Call Survey
Reporting Considerations for Post Call Survey
Discovery 7-01 Implementing Post Call Survey