Cisco Contact Center Enterprise Advanced Administration

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course teaches you how to execute advanced administration tasks associated with the Cisco® Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.

What is included:

☎️ - 5-day intensive instructor-led 
☎️ - 200 hours of dedicated lab access
☎️ - Dual CCIE certified instructor
☎️ - 2-year retake policy
☎️ - Study Kits included

Course Fee $3,495 USD

 

Buy Now Pay Later - Financing Available for US Resident/Citizen*

Split your purchase into 4 interest-free payments or choose to pay over 6 or 12 months with interest for purchases over $400.

*terms and condition apply

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Module 1 – PCCE Review

  • PCCE Architecture and Components Review
  • PCCE Protocols Review
  • PCCE Call Flow Review
  • PCCE Access Tools Review
  • Discovery 01-1: Review Discovery
  • Discovery 01-2: Navigating CCE Discovery Architecture and Components

Module 2 – Introducing Bulk Import Tools

  • Use the PCCE Bulk Import Tool
  • Use Bulk Import Templates
  • Discovery 02-1: Importing Bulk Data

Module 3 – Configuring Advanced Scripting and CCE Data Exchange

  • Design for Advanced Scripting
  • CCE Data Exchange
  • Using Call Studio
  • Implement Database Lookup using VXML
  • Collect Response from the Caller
  • Invoking Call Studio Applications with CCE Routing Scripts
  • Discovery 3-01 Creating VXML Application using Call Studio
  • Discovery3-02 Configure Precision Queues
  • Discovery 3-03 Creating CCE Routing Script
  • Discovery 3-04 Customizing Finesse Desktop
  • Discovery 3-05 Testing your Call Flow

Module 4 – CUCM Initiated Call Flows

  • Understand Transfer Types and CVP Call Flow Models
  • Describe Subsequent Transfers
  • Perform UCM Configurations for Transfers
  • Configure CUCM as Routing Client and Agent Transfers
  • Discovery 4-01 Configure CUCM as Routing Client and Agent Transfers

Module 5 – Using Gadgets to Customize the Finesse Desktop

  • Obtain Finesse Custom Gadgets
  • Deploy Finesse Custom Gadgets
  • Discovery 5-01 Deploying Finesse Gadgets

Module 6 – Implementing Mobile Agent

  • Examining Mobile Agent Functionality
  • Identify Mobile Agent Architecture and Components
  • Configuring Mobile Agent
  • Logging in as Mobile Agent
  • Planning Mobile Agent Design and Integration
  • Discovery 6-01 Implementing Mobile Agent

Module 7 – Implementing Post Call Survey

  • Examining Post Call Survey Functionality
  • Configuring Post Call Survey
  • Reporting Considerations for Post Call Survey
  • Discovery 7-01 Implementing Post Call Survey