Administering Cisco Contact Center Enterprise, Norway

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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

Administering Cisco Contact Center Enterprise Training Course in Norway

The Nordic country Norway, is in Northern Europe. Known for its stunning natural beauty, including fjords, mountains, and forests, Norway is also famous for its high standard of living and strong social welfare system. Norway's capital and largest city is Oslo. Tromsø, Bergen, Trondheim and Stavanger are the other tourist attracting cities of Norway.

Norway is a constitutional monarchy with King Harald V as the head of state. The country has a population of 5,425,270 as of January 2022. Norway is a relatively small country and has a relatively low population density, with much of its land area covered by forests, mountains, and fjords. Despite its small size, Norway is known for its rich cultural heritage, strong economy, and stunning natural beauty, which attracts millions of visitors every year. This Nordic country is also known for its winter sports, such as skiing and snowboarding, and is a popular destination for outdoor enthusiasts.

Norway has a long history of invention and is home to numerous more top-tier tech firms and research facilities, such as; Kongsberg Gruppen, Telenor, Atea, Evry and Gjensidige Forsikring.

Due to the country's high latitude, there are large seasonal variations in daylight. From late May to late July, the sun never completely descends beneath the horizon. Which attracts many tourists around the world to see the "Land of the Midnight Sun". Tourists mainly visit Sognefjord, Norway's Largest Fjord, Pulpit Rock, one of the most photographed sites in Norway and of course the capital; Oslo.

Oslo is considered the business center of Norway. It is the country's largest city and the capital of Norway. The city is home to many of Norway's largest and most important companies, as well as several international organizations and research institutions. Additionally, the city is a popular tourist destination, known for its scenic location on the Oslo Fjord, its many museums and cultural attractions, and its vibrant nightlife and dining scene. Some of the most popular museums in Oslo are The Norwegian Museum of Cultural History, The Nobel Peace Center, The National Museum of Art, Architecture, and Design, The Munch Museum and The Vigeland Museum.

Administering Cisco Contact Center Enterprise Training in Norway

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Administering Cisco Contact Center Enterprise Training in Norway

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