Administering Cisco Contact Center Enterprise Training in Ireland

  • 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 Ireland facilities. Private class trainings will be organized at the location of your preference, according to your schedule.

Classroom / Virtual Classroom
07 March 2024
Dublin, Belfast, Cork
5 Days
Classroom / Virtual Classroom
26 May 2024
Dublin, Belfast, Cork
5 Days
Classroom / Virtual Classroom
05 June 2024
Dublin, Belfast, Cork
5 Days
Classroom / Virtual Classroom
17 June 2024
Dublin, Belfast, Cork
5 Days
Classroom / Virtual Classroom
14 July 2024
Dublin, Belfast, Cork
5 Days
Classroom / Virtual Classroom
05 September 2024
Dublin, Belfast, Cork
5 Days
Classroom / Virtual Classroom
24 November 2024
Dublin, Belfast, Cork
5 Days
Administering Cisco Contact Center Enterprise Training Course in Ireland

Ireland is an island nation located in northwestern Europe. Its history is shaped by its position as a former British colony, as well as its rich cultural heritage, which includes a long tradition of storytelling, music, and dance. Ireland gained independence from Britain in 1922 and has since become a modern, prosperous country.

Today, Ireland is known for its beautiful landscapes, rich cultural heritage, and friendly people. Popular cities within the country include Dublin, Cork, and Galway, each with their own unique charm and character. The population of Ireland is estimated to be around 5 million people, with English and Irish being the two official languages. Ireland is also home to a vibrant tech sector, with many global tech companies choosing to locate their European headquarters in Dublin. With its mix of tradition and modernity, Ireland is a popular destination for visitors from all over the world.

Choose from our extensive selection of IT courses, covering programming, data analytics, software development, business skills, cloud computing, cybersecurity, project management. Our highly skilled instructors will deliver hands-on training and valuable insights at a location of your choice within Ireland.
Dublin is considered the technology center of Ireland. It is home to a thriving tech industry, with many global tech giants such as Google, Facebook, and Microsoft having their European headquarters in the city. Dublin's reputation as a tech hub is due in part to its favorable business environment, with a low corporate tax rate and a skilled workforce that is well-educated in science, technology, engineering, and mathematics (STEM) fields.

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