Administering Cisco Contact Center Enterprise 1.0

Course Description

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.

Prerequisites

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

Target Audience

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

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.

Content Outline

  • Basics of contact centres.
  • Architecture and its components.
  • Basic Call Settings corresponding.
  • Investigate the Media Routing-Domains.
  • Describe the script editor.
  • Script Editor Nodes are used.
  • Agent functionality is introduced.
  • Agent Desk Settings configuration.
  • Peruse the files and the media server.
  • Describe microapps.
  • Basics of Precision Routing are introduced.
  • Analyze the migration route.
  • Tell us about RONA Functionality.
  • Determine the RONA Timeout Considerations.
  • Configuring Teams and Supervisors
  • Explore Agent Roles
  • Introduction to Cisco Finesse Administration: Managing Cisco Finesse Desktop
  • Introduce VXML
  • Build a Basic Call Studio Project
  • Check the functionality of the post-call survey.
  • Establish the efficient Post-Call Survey.
  • Administrators for Unified CC should be configured.
  • Establish Departments.

FAQs

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.

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.

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. 

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.

Yes, your employer can pay your fees. 

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

 You can submit payment to Radiant by:

  • Debit or credit card
  • Bank transfer 
  • Google pay

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