Cisco Contact Center Enterprise Advanced Administration (CCEAA)

Prerequisites:

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:

• Administering Cisco Contact Center Enterprise (CCEA)
• Understanding Cisco Contact Center Enterprise Foundations (CCEF)
• Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
• Understanding Cisco Collaboration Foundations (CLFNDU)

Course Objectives:

Upon completing this course, the learner will be able to meet these overall objectives:

• Describe the components, protocols, and call flow of 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 VXML application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools in order to present call data collected from the caller to the Agent desktop.
• Provision CCE to support CUCM calls to the Contact Center using UCM and CCE configuration tools. This will enable CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side IVR Ports). This may be to 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.