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Administering Cisco Contact Center Enterprise 1.0

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The Cisco® Unified Contact Center Enterprise (UCCE) system offers multichannel contact management across an IP infrastructure, intelligent contact routing, call-treatment, and network-to-desktop Computer Telephony Integration (CTI). You will learn the context for call flow between components in the UCCE system in the Administering Cisco Contact Center-Enterprise (CCEA) v1.0 course. In an inbound contact centre scenario, you gain hands-on experience working with administration tools to complete common additions, moves, and updates.

Duration: 4 Days


Learning Objectives:


After taking this course, you would be able to:

  • Use the tools for CCE configuration and scripting.
  • Set up the call type, media routing domain, and dialled number.
  • Script a necessary Cisco Intelligent Contact Management (ICM) procedure.
  • Agent and skill group configuration.
  • Set up the basic Interactive Voice Response (IVR) features.
  • Implement precise queues and properties.
  • Utilize the CCE setup tools to configure Ring-No-Answer (RONA).
  • Create and fill out a primary supervisor and agent team.
  • Finesse improvements will increase agent effectiveness.
  • Construct and evaluate a simple Voice XML (VXML) application.
  • Establish departments, roles, and business hours.
  • Utilize the Reporting tool to run Cisco Unified Intelligence Center (CUIC) reports.

You should be familiar with the following information to get the most benefit and advantage out of this course:

  • It is beneficial but not necessary to have a basic understanding of networking (Windows Active Directory, SQL) and its components (servers, routers, and switches).
  • working familiarity with call gateways and Unified Communications Manager
  • Basic comprehension of the architecture and operation of Cisco Unified Contact Center Enterprise

Audience profile


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

Cisco Unified Contact Center Review


  • Basics of contact centres.
  • Architecture and its components.

Deploying Basic Call Settings


  • Basic Call Settings corresponding.
  • Investigate the Media Routing-Domains.

Building a Basic Cisco Unified-Contact Center Enterprise Script


  • Describe the script editor.
  • Script Editor Nodes are used.

Configuring Basic Agent Functionality


  • Agent functionality is introduced.
  • Agent Desk Settings configuration.

Configuring Basic Call Treatment and Queuing


  • Peruse the files and the media server.
  • Describe microapps.

Implementing Precision Routing


  • Basics of Precision Routing are introduced.
  • Analyze the migration route.

Configuring RONA Support


  • Tell us about RONA Functionality.
  • Determine the RONA Timeout Considerations.

Configuring Agent Teams and Supervisors


  • Configuring Teams and Supervisors
  • Explore Agent Roles

Administering the Cisco Finesse Desktop


  • Introduction to Cisco Finesse Administration: Managing Cisco Finesse Desktop

Implementing Voice XML Applications


  • Introduce VXML
  • Build a Basic Call Studio Project

Configuring Roles, Departments, and Business Hours


  • Check the functionality of the post-call survey.
  • Establish the efficient Post-Call Survey.

Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)


  • Administrators for Unified CC should be configured.
  • Establish Departments.

Lab Exercises


  • Navigate the architecture and components of CCE Discovery.
  • ICM Configuration Tools exploration.
  • managing ICM call types and dialled numbers.
  • Make a simple label script.
  • ICM Scripts and ICM Tools.
  • Set up ICM to function as a Basic Agent and Skill Group.
  • Set up UCM to support agent functionality.
  • Functionality of a Basic Skill Group in an ICM Script is tested.
  • Investigate the variables and media files in ICM scripts.
  • Create Simple ICM Scripts Using MicroApps.
  • Implement and configure precision routing.
  • Prepare RONA.
  • Set up Supervisors and Agent Teams.
  • Cisco Finesse Management.
  • Install Call Studio and configure the VXML server.
  • Make a Call Studio project, then deploy it.
  • Integrate a Unified CC Enterprise Script with VXML Applications.
  • Roles, departments, and business hours configuration.
  • Activate the Unified IC Stock Reports.

Q: What will be the outcome of this course?


A: After taking this course, you would be able to:

  • Use the tools for CCE configuration and scripting.
  • Set up the call type, media routing domain, and dialled number.
  • Script a necessary Cisco Intelligent Contact Management (ICM) procedure.
  • Agent and skill group configuration.
  • Set up the basic Interactive Voice Response (IVR) features.
  • Implement precise queues and properties.
  • Utilize the CCE setup tools to configure Ring-No-Answer (RONA).
  • Create and fill out a primary supervisor and agent team.

Q: What does Rona mean?


A: RONA stands for re-route on no answer. In some cases, the agent is available to take the customer call, and ACD automatically pics the agent and sends the call to the agent's phone. However, the agent does not pick up the call.


Q: What is the infrastructure required to attend your training program?


A: To attend the training session, you should have operational Desktops or Laptops with the required specification and a good internet connection to access the labs. 


Q: What if I miss a class on a particular day?


A:

You would also be awarded a course completion certificate recognized by the industry after completion of the course & the assignment.


Q: What if I miss a class on a particular day?


A: We would always recommend you attend the live session to practice & clarify the doubts instantly and get more value from your investment. However, if, due to some contingency, you have to skip the class, Radiant Techlearning will help you with the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use.


Q: Does my employer can pay the fees for my courses?


A: Yes, your employer can pay your fees.


Q: Is there any EMI option?


A: Yes, you can easily choose an EMI option through your credit card or Debit card.


Q: What is the mode of payment?


A: You can submit payment to Radiant by:

  • Debit or credit card
  • Bank transfer 
  • Google pay