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Description

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Overview:

Cisco Contact Center Enterprise Advanced Administration (CCEAA) is a 3-day instructor-led course intended for system engineers and customers who will be deploying and administering advanced Packaged Contact Center Enterprise functionality.

Prerequisites:

The knowledge and skills that a learner should have before attending this course are as follows:

  • Basic knowledge of networking (Windows A/D, 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.

The following Cisco learning offerings may help students meet these prerequisites:

  • Cisco CLFNDU: Understanding Cisco Collaboration Foundations
  • Cisco CLCOR: Implementing Cisco Collaboration Core Technologies
  • Cisco CCEF: Understanding Cisco Contact Center Foundations
  • Cisco CCEA: Administering Cisco Contact Center Enterprise

Outline:

Section 1 – PCCE Review

  • PCCE Architecture and Components Review
  • PCCE Protocols Review
  • PCCE Call Flow Review
  • PCCE Access Tools Review

Section 2 – Introducing Bulk Import Tools

  • Use the PCCE Bulk Import Tool
  • Use Bulk Import Templates

Section 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

Section 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

Section 5 – Using Gadgets to Customize the Finesse Desktop

  • Obtain Finesse Custom Gadgets
  • Deploy Finesse Custom Gadgets

Section 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

Section 7 – Implementing Post Call Survey

  • Examining Post Call Survey Functionality
  • Configuring Post Call Survey
  • Reporting Considerations for Post Call Survey

Lab Outline:

  • Review Discovery
  • Navigating CCE Discovery Architecture and Components
  • Importing Bulk Data
  • Creating VXML Application using Call Studio
  • Configure Precision Queues
  • Creating CCE Routing Script
  • Customizing Finesse Desktop
  • Testing your Call Flow
  • Configure CUCM as Routing Client and Agent Transfers
  • Deploying Finesse Gadgets
  • Implementing Mobile Agent
  • Implementing Post Call Survey

Additional information

Length

3 days

Guaranteed to run

No

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