Administering Advanced Cisco Contact Center Enterprise (CCEAA)

 

Course Overview

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course teaches you how to execute advanced administration tasks associated with the Cisco® Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.

This class will help you:

  • Learn how to optimize management of CCE solutions for proactive management of contact centers tasks
  • Manage the effects of using CCE solutions for scalability and interaction between the solution components for centralized application management

Who should attend

  • Deployment engineer
  • Sales engineer

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:

Course Objectives

After taking this course, you should be able to:

  • Describe the components, protocols, and call flow of Cisco Packaged Contact Center Enterprise (PCCE) by referencing the discovery platform to prepare for further scripting and configuration activities.
  • Run the CCE Bulk Import utility using the CCE Web Administration tool to develop a base line CCE configuration.
  • Configure an advanced VoiceXML (VXML) application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools; present call data collected from the caller to the Agent desktop.
  • Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to the Contact Center using CUCM and CCE configuration tools. This functionality enables CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports). This functionality can also enable non-Contact Center calls and calls handled by Agents, whether existing or new.
  • Access and deploy custom gadgets to the Finesse desktop using the CCE Web Administration tool to further enhance functionality of the Finesse Agent Desktop.
  • Successfully deploy Mobile Agent in a CCE Environment.
  • Successfully deploy Post Call Survey in a CCE Environment.

Prices & Delivery methods

Online Training

Duration
3 days

Classroom Training

Duration
3 days

Schedule

Instructor-led Online Training:   Course conducted online in a virtual classroom.
FLEX Classroom Training (hybrid course):   Course participation either on-site in the classroom or online from the workplace or from home.

English

Time zone: Central European Time (CET)   ±1 hour

Online Training
Classroom option: Bucharest
Time zone: Eastern European Summer Time (EEST)
Online Training Time zone: British Summer Time (BST)
Online Training
Classroom option: Budapest
Time zone: Central European Summer Time (CEST)
Online Training
Classroom option: Ljubljana
Time zone: Central European Time (CET)

7 hours difference

Online Training Time zone: Central Standard Time (CST)
Online Training Time zone: Central Daylight Time (CDT)
Online Training Time zone: Central Daylight Time (CDT)
FLEX Classroom Training (hybrid course):   Course participation either on-site in the classroom or online from the workplace or from home.

Europe

Hungary

Budapest This is a FLEX course in English language. Time zone: Central European Summer Time (CEST) Course language: English

Romania

Bucharest This is a FLEX course in English language. Time zone: Eastern European Summer Time (EEST) Course language: English

Slovenia

Ljubljana This is a FLEX course in English language. Time zone: Central European Time (CET) Course language: English

If you can't find a suitable date, don't forget to check our world-wide FLEX training schedule.