CCEAA-Cisco Contact Center Enterprise Advanced Administration v1.0

This is a 3-day instructor-led course intended for system engineers and customers who will be deploying and administering advanced Packaged Contact Center Enterprise functionality.

This course is eligible for 30 Continuing Education Credits (ILT Modality).

Module 1 PCCE Review

• PCCE Architecture and Components Review
• PCCE Protocols Review
• PCCE Call Flow Review
• PCCE Access Tools Review
• Discovery 01-1: Review Discovery
• Discovery 01-2: Navigating CCE Discovery Architecture and Components

Module 2 Introducing Bulk Import Tools

• Use the PCCE Bulk Import Tool
• Use Bulk Import Templates
• Discovery 02-1: Importing Bulk Data

Module 3 Configuring Advanced Scripting and CCE Data Exchange

• Design for Advanced Scripting
• CCE Data Exchange
• Using Call Studio
• Implement Database Lookup using VXML
• Collect Response from the Caller
• Invoking Call Studio Applications with CCE Routing Scripts
• Discovery 3-01 Creating VXML Application using Call Studio
• Discovery3-02 Configure Precision Queues
• Discovery 3-03 Creating CCE Routing Script
• Discovery 3-04 Customizing Finesse Desktop
• Discovery 3-05 Testing your Call Flow

Module 4 CUCM Initiated Call Flows

• Understand Transfer Types and CVP Call Flow Models
• Describe Subsequent Transfers
• Perform UCM Configurations for Transfers
• Configure CUCM as Routing Client and Agent Transfers
• Discovery 4-01 Configure CUCM as Routing Client and Agent Transfers

Module 5 Using Gadgets to Customize the Finesse Desktop

• Obtain Finesse Custom Gadgets
• Deploy Finesse Custom Gadgets
• Discovery 5-01 Deploying Finesse Gadgets

Module 6 Implementing Mobile Agent

• Examining Mobile Agent Functionality
• Identify Mobile Agent Architecture and Components
• Configuring Mobile Agent
• Logging in as Mobile Agent
• Planning Mobile Agent Design and Integration
• Discovery 6-01 Implementing Mobile Agent

Module 7 Implementing Post Call Survey

• Examining Post Call Survey Functionality
• Configuring Post Call Survey
• Reporting Considerations for Post Call Survey
• Discovery 7-01 Implementing Post Call Survey

Students with the below skills can attend the course:

• 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.