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Cisco Contact Center Enterprise Fundamentals & Admin Boot Camp - CCEABC

WGAC-CSC-CCEABC

Cisco Training Courses Certification 46a21f4384

Schedule

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Description

This 5 day bootcamp combines the following two courses in 1 week;

  • Understanding Cisco Contact Center Enterprise Foundations (CCEF)
  • Administering Cisco Contact Center Enterprise (CCEA)

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 IP networks

Recommended Cisco offerings that may help you meet these prerequisites:

  • Implementing and Administering Cisco Solutions (CCNA)
  • Understanding Cisco Collaboration Foundations (CLFNDU)

After taking this course, you should be able to:

  • Provide a high-level overview of the Cisco Contact Center portfolio
  • List the key components within the Packaged Contact Center Enterprise (PCCE) architecture and their functions
  • Describe how calls flow through PCCE using appropriate terms and naming conventions
  • Introduce the tools used in the configuration, scripting, reporting and support of a PCCE deployment
  • Identify advanced features available within the PCCE solution
  • 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
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