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Administering Cisco Contact Center Enterprise (CCEA)

The Administering Cisco Contact Center Enterprise (CCEA) training teaches you contextual information around call flow between components in the Cisco® Unified Contact Center Enterprise (UCCE) solution, including intelligent contact routing, call treatment, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management over an IP infrastructure. You’ll receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.

What you need to know

Continuing Education

Earn 32 CE credits towards recertification

Ways to get this training

Instructor-led training

Join lively classroom-style learning and discussions, online or in person, that are led by Cisco and our Learning Partners.

Register for instructor-led training
Download the course overview (PDF)

    How you'll benefit

    This training will help you:

    • Leverage the Cisco UCCE for a smooth integration of inbound and outbound voice applications to support multiple communication channels
    • Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure

    Who should enroll

    • Account and project managers
    • CCE administrators
    • Deployment engineers
    • Technical sales

    Technology areas

    • Collaboration

    Objectives

    • 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

    Prerequisites

    There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:

    • 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

    These skills can be found in the following Cisco Learning Offerings:

    Outline

    • Cisco Unified Contact Center Review
    • Deploying Basic Call Settings
    • Building a Basic Cisco Unified Contact Center Enterprise Script
    • Configuring Basic Agent Functionality
    • Configuring Basic Call Treatment and Queuing
    • Implementing Precision Routing
    • Configuring RONA Support
    • Configuring Agent Teams and Supervisors
    • Administering the Cisco Finesse Desktop
    • Implementing Voice XML Applications
    • Configuring Roles, Departments, and Business Hours
    • Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)

    Lab outline

    • 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