The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course teaches you the 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 receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.

What is included:

☎️ - 5-day intensive instructor-led 
☎️ - 200 hours of dedicated lab access
☎️ - Dual CCIE certified instructor
☎️ - 2-year retake policy
☎️ - Study Kits included

Module 1 – Cisco Unified Contact Center Review

• Contact Center Basics
• CCE Components and Architecture
• Call Flow
• CCE Access Tools
• Discovery 01-1: Navigating CCE Discovery Architecture and Components
• Discovery 01-2: Exploring ICM Configuration Tools

Module 2 – Deploying Basic Call Settings

• Media Routing Domains
• Call Types
• Dialed Numbers
• Discovery 02-1: Administering ICM Dialed Numbers and Call Types

Module 3 – Building a Basic Cisco Unified Contact Center Enterprise Script

• Introduction to Script Editor
• Use Script Editor Nodes
• Understand Variables
• Schedule Scripts
• Manage Additional ICM Scripting Tools
• Discovery 3-01 Prepare a Basic Label Script
• Discovery3-02 Use ICM Tools for ICM Scripts

Module 4 – Configure Basic Agent Functionality

• Introduce Agent Functionality
• Configure Agent Desk Settings
• Configure Skill Groups and Skill Targets
• Configure an Agent
• Configure Agent Targeting Rules
• Build an Agent Routing ICM Script
• Prepare Agent Logon
• Discovery 4-01 Configure ICM for Basic Agent and Skill Group Functionality
• Discovery 4-02 Configure CUCM for Agent Functionality
• Discovery 4-03 Testing Basic Skill Group Functionality in an ICM Script

Module 5 – Configuring Basic Call Treatment and Queuing

• Media Server and Files
• ECC Variables
• Microapps
• Play Media Microapp
• Get Digits Microapp
• Menu Microapp
• Play Data Microapp
• Get Speech Microapp
• Capture Microapp
• Scripting with Microapps
• Discovery 5-01 Media Files and Variables in ICM Scripting
• Discovery 5-02 Basic IVR Scripting with MicroApps

Module 6 – Implementing Precision Routing

• Exploring the Basics
• Migration Path
• Skill Groups vs. Precision Queues
• Configuring Attributes and Precision Queues
• Precision Routing Sample Scenario
• Discovery 6-01 Configure and Implement Precision Routing

Module 7 – Configuring RONA Support

• RONA Function Overview
• RONA Time-out Considerations
• RONA Script Logic
• Discovery 7-01 Configuring RONA

Module 8 – Configuring Agent Teams and Supervisors

• Agent Roles
• Supervisor
• Team Function
• Discovery 8-01 Configure Agent Teams and Supervisors

Module 9 – Administering the Cisco Finesse Desktop

• Finesse Server Integration
• Custom Call Variable Layouts
• Phone Books
• Reason Codes
• Workflows
• Discovery 9-01 Finesse Administration

Module 10 – Implementing VXML Applications

• VXML Overview
• CCE VXML Architecture and Logic Flow
• Build Basic Call Studio Project
• Deploy Project, Verify Config
• CCE Scripting for External VXML Applications
• Discovery 10-1: VXML Server Configuration and Call Studio Installation
• Discovery 10-2: Create and Deploy a Cisco Unified Call Studio Project
• Discovery 10-3: Integrate VXML Applications with a CCE Script

Module 11 – Configuring Roles, Departments and Business Hours

• Introducing Roles
• Configuring CCE Administrators
• Configuring Departments
• Defining Business Hours
• Discovery 11-01 Configuring Roles, Departments and Business Hours

Module 12 – Running Unified CC Enterprise Reports with Unified IC

• Introduce and Navigate CUIC
• Reporting Touch Points
• Access CUIC Stock Reports
• Create Custom Dashboards
• Discovery 12-01 Reporting