Follow Us on Social!
Cisco Contact Center Enterprise Fundamentals & Admin Boot Camp (CCEABC)
Course Overview
This 5 day bootcamp combines the following two courses in 1 week, and represents a per student saving of £495 !!!
Who should attend
- Account and project managers
- Business liaisons
- Deployment engineers
- Managers overseeing CCE deployments
- Technical sales
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 IP networks
Recommended Cisco offerings that may help you meet these prerequisites:
Course Objectives
After taking this course, you should be able to:
- Provide a high-level overview of the Cisco Contact Center portfolio
- List the key components within the Packaged Contact Center Enterprise (PCCE) architecture and their functions
- Describe how calls flow through PCCE using appropriate terms and naming conventions
- Introduce the tools used in the configuration, scripting, reporting and support of a PCCE deployment
- Identify advanced features available within the PCCE solution
- 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
Course Content
This 5 day bootcamp combines the following two courses in 1 week;
Classroom Training
Dauer 5 Tage
Preis (exkl. MwSt.)
- Deutschland: 3.750,– €
- Schweiz: 3.750,– €
Verpflegung umfasst:
- Kaffee, Tee, Saft, Wasser, Cola
- Gebäck und Süßigkeiten
- Frisches Obst
- Mittagessen in einem der naheliegenden Restaurants
Gilt nur bei Durchführung durch Fast Lane. Termine, die von unseren Partnern durchgeführt werden, beinhalten ggf. ein abweichendes Verpflegungsangebot.
Derzeit gibt es keine Trainingstermine für diesen Kurs.
