CCEA Administering Cisco Contact Center Enterprise

COURSE OBJECTIVE:

 After completing 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

TARGET AUDIENCE:

 Contact Center Administrators and Day 2 Support

COURSE PREREQUISITES:

Attendees should meet the following prerequisites: • 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

COURSE CONTENT:

Cisco Unified Contact Center Review • Contact Center Basics • Components and ArchitectureDeploying Basic Call Settings • Associate Basic Call Settings • Explore Media Routing DomainsBuilding a Basic Cisco Unified Contact Center Enterprise Script • Introduce Script Editor • Use Script Editor NodesConfiguring Basic Agent Functionality • Introduce Agent Functionality • Configure Agent Desk SettingsConfiguring Basic Call Treatment and Queuing • Explore Media Server and Files • Introduce MicroappsImplementing Precision Routing • Introduce Precision Routing Basics • Examine the Migration PathConfiguring RONA Support • Introduce RONA Functionality • Identify RONA Timeout ConsiderationsConfiguring Agent Teams and Supervisors • Configuring Teams and Supervisors • Explore Agent RolesAdministering the Cisco Finesse Desktop • Administering Cisco Finesse Desktop • Introduce Cisco Finesse AdministrationImplementing Voice XML Applications • Introduce VXML • Build a Basic Call Studio ProjectConfiguring Roles, Departments, and Business Hours • Examine Post-Call Survey Functionality • Configure Post-Call SurveyRunning Unified CC Enterprise Reports with Unified Intelligence Center (IC) • Configure Unified CC Enterprise Administrators • Configure DepartmentsLabs • Navigate CCE Discovery Architecture and Components • Explore ICM Configuration Tools • Administering ICM Dialed Numbers and Call Types • Prepare a Basic Label Script • Using ICM Tools for ICM Scripts • Configure ICM for Basic Agent and Skill Group Functionality • Configure UCM for Agent Functionality • Test Basic Skill Group Functionality in an ICM Script • Examine Media Files and Variables in ICM Scripts • Build Basic ICM Scripts with MicroApps • Configure and Implement Precision Routing • Configure RONA • Configure Agent Teams and Supervisors • Cisco Finesse Administration • Configure VXML Server and Install Call Studio • Create and Deploy a Call Studio Project • Integrate VXML Applications with a Unified CC Enterprise Script • Configuring Roles, Departments, and Business Hours • Run Unified IC Stock Reports

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