Administering Cisco Contact Center Enterprise
- Code training CCEA
- Duur 4 dagen
- Versie 1.0
- Taal Engels
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Deze training is in de volgende formats beschikbaar:
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Class Connect
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Trainingsbeschrijving
Naar bovenThe Administering Cisco Contact Center Enterprise (CCEA) 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.
Class Connect™
Met Class Connect worden klaslokalen virtueel met elkaar verbonden. Class Connect biedt u de mogelijkheid om een training klassikaal op afstand bij te wonen in een Global Knowledge locatie bij u in de buurt. Een hoge kwaliteitsverbinding (HD audio en video) tussen de klaslokalen garandeert de cursisten een maximale interactie met de docent en met elkaar. Samen met uw medecursisten ziet u de docent en de andere cursisten op een groot scherm alsof u er zelf bijzit.
Data
Naar bovenDoelgroep
Naar bovenContact Center Administrators and Day 2 Support
Trainingsdoelstellingen
Naar bovenAfter completing 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
Inhoud training
Naar bovenCisco Unified Contact Center Review
- Contact Center Basics
- Components and Architecture
Deploying Basic Call Settings
- Associate Basic Call Settings
- Explore Media Routing Domains
Building a Basic Cisco Unified Contact Center Enterprise Script
- Introduce Script Editor
- Use Script Editor Nodes
Configuring Basic Agent Functionality
- Introduce Agent Functionality
- Configure Agent Desk Settings
Configuring Basic Call Treatment and Queuing
- Explore Media Server and Files
- Introduce Microapps
Implementing Precision Routing
- Introduce Precision Routing Basics
- Examine the Migration Path
Configuring RONA Support
- Introduce RONA Functionality
- Identify RONA Timeout Considerations
Configuring Agent Teams and Supervisors
- Configuring Teams and Supervisors
- Explore Agent Roles
Administering the Cisco Finesse Desktop
- Administering Cisco Finesse Desktop
- Introduce Cisco Finesse Administration
Implementing Voice XML Applications
- Introduce VXML
- Build a Basic Call Studio Project
Configuring Roles, Departments, and Business Hours
- Examine Post-Call Survey Functionality
- Configure Post-Call Survey
Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
- Configure Unified CC Enterprise Administrators
- Configure Departments
Labs
- Navigate CCE Discovery Architecture and Components
- Explore ICM Configuration Tools
- Administering ICM Dialed Numbers and Call Types
- Prepare a Basic Label Script
- Using ICM Tools for ICM Scripts
- Configure ICM for Basic Agent and Skill Group Functionality
- Configure UCM for Agent Functionality
- Test Basic Skill Group Functionality in an ICM Script
- Examine Media Files and Variables in ICM Scripts
- Build Basic ICM Scripts with MicroApps
- Configure and Implement Precision Routing
- Configure RONA
- Configure Agent Teams and Supervisors
- Cisco Finesse Administration
- Configure VXML Server and Install Call Studio
- Create and Deploy a Call Studio Project
- Integrate VXML Applications with a Unified CC Enterprise Script
- Configuring Roles, Departments, and Business Hours
- Run Unified IC Stock Reports
Voorkennis
Naar bovenAttendees should meet the following prerequisites:
- 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
Examen
Naar bovenRecommended as preparation for the following exams:
- TBC
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