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Administering Cisco Contact Center Enterprise (Ccea)

  • All levels
  • 18 and older
  • $3,595
  • Live Instructor-led Virtual Classroom
  • 32 hours over 4 sessions

Start Dates (0)

  • $3,595
  • Live Instructor-led Virtual Classroom
  • 32 hours over 4 sessions
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Class Description

Description

What you'll learn in this unified contact center training:

The Administering Cisco Contact Center Enterprise is a 4-day course presented to CCE Administration personnel involved with ’Day 2’ support of a CCE solution deployment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound CCE environment. This course is intended for those administering the solution, or who may be responsible for Tier 1 support of the CCE solution. CCEF or equivalent knowledge is a prerequisite for this course.

Prerequisites:

The knowledge and skills that students are expected to have before attending this course are:

  • Basic knowledge of networking (Windows A/D, 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.
  • Here are recommended Cisco learning offerings that may help students meet these prerequisites:

Cisco CCEF
Cisco CLFNDU and Cisco CLCOR recommended.


Target Audience:

This section specifies the primary and secondary target audiences of this course by job roles and notes the relevance to each job role. The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks.


Primary audiences:

  • Deployment Engineers
  • CCE Administrators
Secondary audiences:

  • Technical Sales
  • Account and Project Managers

Course Objectives:

Upon completing this course, students will be able to meet these objectives:

  • Navigate CCE configuration and scripting tools.
  • Configure a Dialed Number, Call Type, and Media Routing Domain.
  • Build a basic ICM script.
  • Configure Agents and Skill Groups.
  • Configure basic IVR functionality.
  • Implement Attributes and Precision Queues.
  • Configure 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 VXML application.
  • Implement Roles, Departments, and Business Hours.
  • Run CUIC Reports using the Reporting tool.

Course Outline:

Section 1 – Cisco Unified Contact Center Review

Section 2 – Deploying Basic Call Settings

Section 3 – Building a Basic Cisco Unified Contact Center Enterprise Script

Section 4 – Configure Basic Agent Functionality

Section 5 – Configure Basic Agent Functionality

Section 6 – Configuring Basic Call Treatment and Queuing

Section 7 – Implementing Precision Routing

Section 8 – Configuring RONA Support

Section 9 – Configuring Agent Teams and Supervisors

Section 10 – Administering the Cisco Finesse Desktop

Section 11 – Implementing VXML Applications

Section 12 – Configuring Roles, Departments, and Business Hours

Section 13 – Running Unified CC Enterprise Reports with Unified IC

School Notes:
Important:
All Sunset Learning Institute classes are taught in an instructor-led, live virtual environment. This price includes a facility fee of $300 (except Reston,VA or Denver, CO) to allow you to take it in a classroom-type environment. If you prefer to take the class from home, the $300 fee will be waived and refunded.

Refund Policy

Cancellation Policy

  • For cancellation notice received more than 16 business days prior to the class date, students may receive either a full refund less 5% cancellation fee or reschedule into another class date.
  • For cancellation notice less than 16 business days prior to the class start date, students will receive a voucher in the amount of the paid tuition to use for the same course up to a six months time frame and will be automatically put onto the wait list of the course of their choice and granted final admission five business days prior to class start day based on enrollment levels.
  • Student substitutions may be made at any time prior to the class start date. The school recommends that students substitutions instead of cancellation.
  • Failure to attend without written notice prior to the class start date will be considered a no show and will result in forfeiture of the full course price.
The school reserves the right to reschedule a course at any time.

Reschedule Policy

  • If a student chooses to reschedule their enrollment more than 29 business days prior to the start of class, we will do so with no penalty.
  • If a student chooses to reschedule less than 29 business days prior to the training start date they will be subject to a reschedule fee. The fee will depend on the class and the timing.

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Sunset Learning Institute

Sunset Learning Institute exists to provide world-class IT training by delivering exceptional experiences to our customers. Our goal is to help clients optimize their Cisco hardware investment through a consultative approach that allows us to deliver the highest quality advanced training in the marketplace,...

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