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Cisco Contact Center Enterprise Advanced Administration
The course allows learners to deploy the Unified CCE v12.5 solution including installation, deploying HA and using troubleshooting tools to identify issues with inbound and outbound Contact Center functionality. This course is intended for those installing the Unified CCE solution, or those providing Level 3 solution support. This course also serves as a foundation for the two corresponding UCCE/PCCE Administration courses, but is not a prerequisite. Students will learn enough about CCE scripting in this course to ensure system functionality only. A separate course exists for advanced scripting..
What is included
- 5 Days Instructor-led Training
- Free Retake - Up to 2 Years
- Attend Online or Onsite
- Full Access to Study Kits
- Email Support from Instructor
Upcoming Schedule
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Module 1 – PCCE Review
- PCCE Architecture and Components Review
- PCCE Protocols Review
- PCCE Call Flow Review
- PCCE Access Tools Review
- Discovery 01-1: Review Discovery
- Discovery 01-2: Navigating CCE Discovery Architecture and Components
Module 2 – Introducing Bulk Import Tools
- Use the PCCE Bulk Import Tool
- Use Bulk Import Templates
- Discovery 02-1: Importing Bulk Data
Module 3 – Configuring Advanced Scripting and CCE Data Exchange
- Design for Advanced Scripting
- CCE Data Exchange
- Using Call Studio
- Implement Database Lookup using VXML
- Collect Response from the Caller
- Invoking Call Studio Applications with CCE Routing Scripts
- Discovery 3-01 Creating VXML Application using Call Studio
- Discovery3-02 Configure Precision Queues
- Discovery 3-03 Creating CCE Routing Script
- Discovery 3-04 Customizing Finesse Desktop
- Discovery 3-05 Testing your Call Flow
Module 4 – CUCM Initiated Call Flows
- Understand Transfer Types and CVP Call Flow Models
- Describe Subsequent Transfers
- Perform UCM Configurations for Transfers
- Configure CUCM as Routing Client and Agent Transfers
- Discovery 4-01 Configure CUCM as Routing Client and Agent Transfers
Module 5 – Using Gadgets to Customize the Finesse Desktop
- Obtain Finesse Custom Gadgets
- Deploy Finesse Custom Gadgets
- Discovery 5-01 Deploying Finesse Gadgets
Module 6 – Implementing Mobile Agent
- Examining Mobile Agent Functionality
- Identify Mobile Agent Architecture and Components
- Configuring Mobile Agent
- Logging in as Mobile Agent
- Planning Mobile Agent Design and Integration
- Discovery 6-01 Implementing Mobile Agent
Module 7 – Implementing Post Call Survey
- Examining Post Call Survey Functionality
- Configuring Post Call Survey
- Reporting Considerations for Post Call Survey
- Discovery 7-01 Implementing Post Call Survey