Administering Cisco Contact Center Enterprise Training in Finland

  • Learn via: Classroom / Virtual Classroom / Online
  • Duration: 5 Days
  • Price: Please contact for booking options
We can host this training at your preferred location. Contact us!

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:

  • Leverage the Cisco Unified Contact Center Enterprise (UCCE) for a smooth integration of inbound and outbound voice applications to support multiple communication channels.
  • Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.

To fully benefit from this course, you should have the following knowledge:

  • 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

Recommended Cisco offerings that may help you meet these prerequisites:

  • 'Understanding Cisco Contact Center Enterprise Foundations (CCEF)'
  • 'Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)'
  • 'Understanding Cisco Collaboration Foundations (CLFNDU)'

After taking 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

Cisco 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


Contact us for more detail about our trainings and for all other enquiries!

Upcoming Trainings

Join our public courses in our Finland facilities. Private class trainings will be organized at the location of your preference, according to your schedule.

Classroom / Virtual Classroom
01 heinäkuuta 2024
Helsinki, Espoo
5 Days
Classroom / Virtual Classroom
14 heinäkuuta 2024
Helsinki, Espoo
5 Days
Classroom / Virtual Classroom
24 heinäkuuta 2024
Helsinki, Espoo
5 Days
Classroom / Virtual Classroom
25 heinäkuuta 2024
Helsinki, Espoo
5 Days
Classroom / Virtual Classroom
07 elokuuta 2024
Helsinki, Espoo
5 Days
Classroom / Virtual Classroom
13 elokuuta 2024
Helsinki, Espoo
5 Days
Classroom / Virtual Classroom
18 elokuuta 2024
Helsinki, Espoo
5 Days
Classroom / Virtual Classroom
05 syyskuuta 2024
Helsinki, Espoo
5 Days
Administering Cisco Contact Center Enterprise Training Course in Finland

Finland is a country located in northern Europe. Helsinki is the capital and largest city of the country. The majority of the people are Finns but there is also a small Lapp population in Lapland, where the country is famous for the Northern Lights. Finland's national languages are Finnish and Swedish.

Known for its vast forests, lakes, and natural beauty, Finland is one of the world's largest producers of forest products, such as paper, pulp, and lumber. One of the world's largest sea fortresses Suomenlinna, Rovaniemi with the "White Nights", dogsled safaris and of course the Northern Lights are what makes Finland so popular for tourists. Finland is one of the best places in the world to see the Northern Lights and attracts millions of tourists during its seasons.

Finland is home to a thriving technology industry and is widely recognized as one of the world's leading technology hubs. Companies such as Nokia and Rovio (creator of the popular game Angry Birds) are based in Finland. Some of the key factors that have contributed to Finland's success in technology include; strong investment in research and development, a highly educated workforce and fundings.

Finland has a strong educational system, and is widely regarded as one of the world's most literate countries. In fact, Finland's literacy rate is one of the highest in the world, and its students consistently perform well in international tests of math and reading ability.

Also, as a pioneer in environmental sustainability, Finland is known for its efforts to reduce its carbon footprint and promote clean energy. This Nordic country is also famous for its unique and distinctive cultural heritage, including its traditional folk music and its elaborate traditional costumes.

Helsinki, Finland's capital city, is the country's business center. Helsinki is Finland's largest city, and it is home to many of the country's major corporations and organizations, including many of the country's leading technology firms. The city is also a commercial, trade, and financial center, as well as one of the busiest ports in the Nordic region.

Take advantage of our diverse IT course offerings, spanning programming, software development, business skills, data science, cybersecurity, cloud computing and virtualization. Our knowledgeable instructors will provide you with practical training and industry insights, delivered directly to your chosen venue in Finland.
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