Administering Cisco Contact Center Enterprise
- Référence CCEA
- Durée 4 jour(s)
- Version 1.0
Modalité pédagogique
Aller à:
Modalité pédagogique
La formation est disponible dans les formats suivants:
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Classe inter à distance
Depuis n'importe quelle salle équipée d'une connexion internet, rejoignez la classe de formation délivrée en inter-entreprises.
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Classe inter en présentiel
Formation délivrée en inter-entreprises. Cette méthode d'apprentissage permet l'interactivité entre le formateur et les participants en classe.
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Intra-entreprise
Cette formation est délivrable en groupe privé, et adaptable selon les besoins de l’entreprise. Nous consulter.
Demander cette formation dans un format différent
Résumé
Haut de pageThe Administering Cisco Contact Center Enterprise (CCEA) 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.
Company Events
These events can be delivered exclusively for your company at our locations or yours, specifically for your delegates and your needs. The Company Events can be tailored or standard course deliveries.
Prochaines dates
Haut de pagePublic
Haut de pageContact Center Administrators and Day 2 Support
Objectifs de la formation
Haut de pageAfter 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
Programme détaillé
Haut de pageCisco Unified Contact Center Review
- Contact Center Basics
- Components and Architecture
Deploying Basic Call Settings
- Associate Basic Call Settings
- Explore Media Routing Domains
Building a Basic Cisco Unified Contact Center Enterprise Script
- Introduce Script Editor
- Use Script Editor Nodes
Configuring Basic Agent Functionality
- Introduce Agent Functionality
- Configure Agent Desk Settings
Configuring Basic Call Treatment and Queuing
- Explore Media Server and Files
- Introduce Microapps
Implementing Precision Routing
- Introduce Precision Routing Basics
- Examine the Migration Path
Configuring RONA Support
- Introduce RONA Functionality
- Identify RONA Timeout Considerations
Configuring Agent Teams and Supervisors
- Configuring Teams and Supervisors
- Explore Agent Roles
Administering the Cisco Finesse Desktop
- Administering Cisco Finesse Desktop
- Introduce Cisco Finesse Administration
Implementing Voice XML Applications
- Introduce VXML
- Build a Basic Call Studio Project
Configuring Roles, Departments, and Business Hours
- Examine Post-Call Survey Functionality
- Configure Post-Call Survey
Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
- Configure Unified CC Enterprise Administrators
- Configure Departments
Labs
- 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
Pré-requis
Haut de pageAttendees 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
Certification
Haut de pageRecommended as preparation for the following exams:
- TBC
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- CCEA
- Administering Cisco Contact Center Enterprise
- Contact Center
- CCEA|Administering Cisco Contact Center Enterprise|Cisco Conatct Center Training|
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