Administering Advanced Cisco Contact Center Enterprise
- Référence CCEAA
- Durée 3 jour(s)
- Version 1.0
Modalité pédagogique
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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 Advanced Cisco Contact Center Enterprise (CCEAA) course teaches you how to execute advanced administration tasks associated with the Cisco Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.
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 pageEngineers involved in the deployment of a Cisco Unified Contact Center (UCCE) Solution.
Objectifs de la formation
Haut de page
After completing this course, you should be able to:
- Describe the components, protocols, and call flow of Cisco Packaged Contact Center Enterprise (PCCE) by referencing the discovery platform to prepare for further scripting and configuration activities.
- Run the CCE Bulk Import utility using the CCE Web Administration tool to develop a base line CCE configuration.
- Configure an advanced VoiceXML (VXML) application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools; present call data collected from the caller to the Agent desktop.
- Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to the Contact Center using CUCM and CCE configuration tools. This functionality enables CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports). This functionality can also enable non-Contact Center calls and calls handled by Agents, whether existing or new.
- Access and deploy custom gadgets to the Finesse desktop using the CCE Web Administration tool to further enhance functionality of the Finesse Agent Desktop.
- Successfully deploy Mobile Agent in a CCE Environment.
- Successfully deploy Post Call Survey in a CCE Environment.
Programme détaillé
Haut de pagePCCE Review
- Review PCCE Architecture and Components
- Review PCCE Protocols
Introducing Bulk Import Tools
- Use the PCCE Bulk Import Tool
- Use Bulk Import Templates
Configuring Advanced Scripting and CCE Data Exchange
- Design for Advanced Scripting
- CCE Data Exchange
Cisco Unified Communications Manager Initiated Call Flows
- Understand Transfer Types and Cisco Unified Custom Voice Portal (CVP) Call Flow Models
- Describe Subsequent Transfers
Using Gadgets to Customize the Finesse Desktop
- Obtain Finesse Custom Gadgets
- Deploy Finesse Custom Gadgets
Implementing Mobile Agent
- Examine Mobile Agent Functionality
- Identify Mobile Agent Architecture and Components
Implementing Post Call Survey
- Examine Post Call Survey Functionality
- Configure Post Call Survey
Labs
- Review Discovery
- Navigate CCE Discovery Architecture and Components
- Import Bulk Data
- Create a VXML Application Using Call Studio
- Configure Precision Queues
- Create a CCE Routing Script
- Customize the Finesse Desktop
- Test Your Call Flow
- Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
- Deploy Cisco Finesse Gadgets
- Implement Mobile Agent
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
Produits associés
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- CCEAA
- Administering Advanced Cisco Contact Center Enterprise
- Contact Center
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