Administering Advanced Cisco Contact Center Enterprise (CCEAA)

 

Course Overview

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 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.

This class will help you:

  • Learn how to optimize management of CCE solutions for proactive management of contact centers tasks
  • Manage the effects of using CCE solutions for scalability and interaction between the solution components for centralized application management

Chi dovrebbe partecipare

  • Deployment engineer
  • Sales engineer

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:

  • 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.

Prezzo & Delivery methods

Online Training

Durata
3 Giorni

Prezzo (IVA esclusa)
  • 2.490,– €
  • Cisco Learning Credits: 28
Formazione in Aula

Durata
3 Giorni

Prezzo (IVA esclusa)
  • Italia: 2.490,– €
  • Cisco Learning Credits: 28

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 Fuso orario: British Summer Time (BST) Lingua Corso: Inglese
Online Training Questo è un corso FLEX. Fuso orario: Central European Time (CET)
Online Training Fuso orario: Greenwich Mean Time (GMT) Lingua Corso: Inglese

7 ore spostamento del fuso orario

Online Training Fuso orario: Central Daylight Time (CDT) Lingua Corso: Inglese
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

Romania

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

Slovenia

Ljubljana Corso FLEX in lingua Inglese Fuso orario: Central European Time (CET) Lingua Corso: Inglese

Ungheria

Budapest Corso FLEX in lingua Inglese Fuso orario: Central European Summer Time (CEST) Lingua Corso: Inglese
Questo è un corso FLEX, erogato sia in aula che in remoto, contemporaneamente.