Administering Cisco Contact Center Enterprise Training in Malta

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

Classroom / Virtual Classroom
01 July 2024
Birkirkara, Qormi, Mosta
5 Days
Classroom / Virtual Classroom
14 July 2024
Birkirkara, Qormi, Mosta
5 Days
Classroom / Virtual Classroom
24 July 2024
Birkirkara, Qormi, Mosta
5 Days
Classroom / Virtual Classroom
25 July 2024
Birkirkara, Qormi, Mosta
5 Days
Classroom / Virtual Classroom
07 August 2024
Birkirkara, Qormi, Mosta
5 Days
Classroom / Virtual Classroom
13 August 2024
Birkirkara, Qormi, Mosta
5 Days
Classroom / Virtual Classroom
18 August 2024
Birkirkara, Qormi, Mosta
5 Days
Classroom / Virtual Classroom
05 September 2024
Birkirkara, Qormi, Mosta
5 Days
Administering Cisco Contact Center Enterprise Training Course in Malta

Officially known as the Republic of Malta, is an island country in the Mediterranean Sea, South of Sicily. While Malta being the world's tenth smallest country in area and fourth most densely populated sovereign country, the capital city of the island country is Valletta. Malta consists of three islands: Malta, Gozo, and Comino and Malta is the largest island among all. The official languages of Malta are Maltese and English and based on the data from 2019, the population is about 514,564.

Winter season in Malta is delightfully mild, with temperatures above 12 degrees, so it makes the Maltese Islands a perfect year-round destination. But tourists usually prefer traveling to Malta either in April, May or June. Since in those months, Malta is warm without being too hot. In the early Spring season, travelers may also enjoy the glorious wildflower season.

Enhance your IT skills with our comprehensive array of courses, spanning programming, software development, data science, and project management. Benefit from the convenience of choosing your preferred location in Malta as our experienced instructors deliver interactive training and real-world insights.

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