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Administering Cisco Contact Center Enterprise

WGAC-CSC-CCEA

Cisco Training Courses Certification 46a21f4384

Schedule

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Open
Cisco

Administering Cisco Contact Center Enterprise

WGAC-CSC-CCEA

London, City

Language: English

GMT UTC+00:00

Start date:03 Jan 2023 09:00
End date:06 Jan 2023 17:00
Duration:4 days

$ 3,145

Open
Cisco

Administering Cisco Contact Center Enterprise

WGAC-CSC-CCEA

Skopje

Language: English

CET UTC+01:00

Start date:16 Jan 2023 09:00
End date:19 Jan 2023 17:00
Duration:4 days
Open
Cisco

Administering Cisco Contact Center Enterprise

WGAC-CSC-CCEA

Sofia

Language: English

EET UTC+02:00

Start date:24 Apr 2023 09:00
End date:27 Apr 2023 17:00
Duration:4 days
Open
Cisco

Administering Cisco Contact Center Enterprise

WGAC-CSC-CCEA

London, City

Language: English

GMT UTC+00:00

Start date:02 May 2023 09:00
End date:05 May 2023 17:00
Duration:4 days

$ 3,145

Open
Cisco

Administering Cisco Contact Center Enterprise

WGAC-CSC-CCEA

Athens

Language: English

EET UTC+02:00

Start date:30 Oct 2023 09:00
End date:02 Nov 2023 17:00
Duration:4 days

Description

Cisco 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

To fully benefit from this course, you should have the following knowledge:

  • 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

Recommended Cisco offerings that may help you meet these prerequisites:

After taking 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

The description for this course is currently being updated.
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