Administering Cisco Contact Center Enterprise (CCEA)

 

Course Overview

The Administering Cisco Contact Center Enterprise (CCEA) v1.0 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.

This class will help you:

  • Leverage the Cisco Unified Contact Center Enterprise (UCCE) for a smooth integration of inbound and outbound voice applications to support multiple communication channels.
  • Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.

Chi dovrebbe partecipare

  • Account and project managers
  • Contact Center Enterprise (CCE) administrators
  • Deployment engineers
  • Technical sales

Prerequisiti

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:

Obiettivi del Corso

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

Prezzo & Delivery methods

Online Training

Durata
4 Giorni

Prezzo (IVA esclusa)
  • 2.990,– €
  • Cisco Learning Credits: 36
Formazione in Aula

Durata
4 Giorni

Prezzo (IVA esclusa)
  • Italia: 2.990,– €
  • Cisco Learning Credits: 36

Schedulazione

Al momento non esistono edizioni in italiano.

Inglese

Fuso orario: Central European Time (CET)   ±1 Ora

Online Training Questo è un corso FLEX. Fuso orario: Eastern European Summer Time (EEST)
Online Training Fuso orario: British Summer Time (BST) Lingua Corso: Inglese
Online Training Questo è un corso FLEX. Fuso orario: Central European Summer Time (CEST)
Online Training Questo è un corso FLEX. Fuso orario: Eastern European Time (EET)

5 ore spostamento del fuso orario

Online Training Fuso orario: Eastern Daylight Time (EDT) Lingua Corso: Inglese

6 ore spostamento del fuso orario

Online Training Fuso orario: Central Daylight Time (CDT) Lingua Corso: Inglese
Instructor-led Online Training:   Questo è un corso Online
Questo è un corso FLEX, erogato sia in aula che in remoto, contemporaneamente.

Al momento non ci sono date italiane disponibili.

Europa

Bulgaria

Sofia Corso FLEX in lingua Inglese Fuso orario: Eastern European Summer Time (EEST) Lingua Corso: Inglese

Croatia

Zagreb Corso FLEX in lingua Inglese Fuso orario: Central European Summer Time (CEST) Lingua Corso: Inglese

Grecia

Atene Corso FLEX in lingua Inglese Fuso orario: Eastern European Time (EET) Lingua Corso: Inglese
Questo è un corso FLEX, erogato sia in aula che in remoto, contemporaneamente.