The Administering Cisco Contact Center Enterprise (CCEA) v1.0 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.
This class will help you:
To fully benefit from this course, you should have the following knowledge:
Recommended Cisco offerings that may help you meet these prerequisites:
After taking this course, you should be able to:
Cisco Unified Contact Center Review
Deploying Basic Call Settings
Building a Basic Cisco Unified Contact Center Enterprise Script
Configuring Basic Agent Functionality
Configuring Basic Call Treatment and Queuing
Implementing Precision Routing
Configuring RONA Support
Configuring Agent Teams and Supervisors
Administering the Cisco Finesse Desktop
Implementing Voice XML Applications
Configuring Roles, Departments, and Business Hours
Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
Join our public courses in our Denmark facilities. Private class trainings will be organized at the location of your preference, according to your schedule.