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Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0

Through a thorough analysis of the technical and operational requirements, as well as the tools used to configure and ensure CCE solution functionality, the Administering Advanced Cisco Contact Centre Enterprise (CCEAA) v1.0 training teaches you how to carry out advanced administration tasks associated with the Cisco Contact Centre Enterprise (CCE) solution.



 

  • Describe the components, protocols, and call flow of Cisco Packaged Contact Center Enterprise (PCCE) by referencing the discovery platform to prepare for further scripting and configuration activities
  • Run the CCE Bulk Import utility using the CCE Web Administration tool to develop a base line CCE configuration
  • Configure an advanced VoiceXML (VXML) application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools; present call data collected from the caller to the Agent desktop
  • Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to the Contact Center using CUCM and CCE configuration tools. This functionality enables CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports). This functionality can also enable non-Contact Center calls and calls handled by Agents, whether existing or new
  • Access and deploy custom gadgets to the Finesse desktop using the CCE Web Administration tool to further enhance functionality of the Finesse Agent Desktop
  • Successfully deploy Mobile Agent in a CCE Environment
  • Successfully deploy Post Call Survey in a CCE Environment.

  • Deployment Engineer
  • Sales Engineer

Required
  • 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
  • Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0
  • Administering Cisco Contact Center Enterprise (CCEA) v1.0
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StudentsFeedback
Emanuel Paun

United State

Mohammad was an amazing professor. I do not have a strong networking background and Mohammad was very patient in teaching me the basics in topics like wireless. The way he taught (hands on/labs) really helped solidify everything we learned through the 5 days of classes. I have nothing but positive feedback for the way he taught these course and his personality was amazing. 10/10 professor.

Shreyas Deshpande

India

The training helped me connect dots and taught me a lot new concepts as well. The instructor is very knowledgeable in the subject and the demonstrations are very helpful for me to understand issues, and related solutions. I really appreciate and enjoyed the lectures and learning from instructor. Thank you very much!

Yeiner Carrillo

United State

The  BGP class was very interactive and pleasant, I personally liked the instructor's methodology. Thankyou 

James Ferrell

United State

Very cordial and great expertise,Courteous, knowledgeable, detail orientated Mohammed was an awesome instructor. very knowledgeable. 

Jason Pope

United State

The instructor was an outstanding; very personable and presented the material well. I liked the fact that he worked with us on the daily schedule which helped us take care of some crucial tasks here at the end of the year.

Paul Martinez

United State

Mohammed was great, super flexible and took my pervious experience into account. His adaptability made the learning sessions engaging, and his consideration of my background knowledge significantly enhanced the learning process. Overall, a fantastic experience with a teacher who understands how to make learning both effective and enjoyable."

Asadullah Osmani

Afghanistan

Gurfan, is a very Knowledgeable instructor and delivered the material professionally and was welling to explain and help with questions during the session.Great instructor vert knowledgeable and knew the topic very well and he very knowledgeable , i do recommend others to take courses with him.

Pramod Vidwat

India

Has a good knowledge on the subject and more important we had a lot of labs to practice and get the concepts cleared.

Helder

Mozambique

Is a great instructor, explains very well about the classes, very attentive, dynamic and very motivated, I learned a lot from him and I always hope to count on him during my I.T. careers, he is a excellent teacher.

Hirofumi Takemi

Japan

It was an excellent course and I was very lucky to have you as my trainer. Thanks a lot. Hope to see you again somewhere sometime.

Stevenson Kiteculo

Africa

What to say about the coach, I don't know where to start but I tell you, you have a big picture in your company, he helped me even in having motivation that everything is possible when you believe. He is a great teacher and a great person congratulations on you having him.It was a great pleasure to have you as a teacher, in fact he marked my life and I really want to be able to count on your future help, especially the teacher because thanks to him I was able to motivate myself and smile thinking about a great career all this was possible thanks to the efforts , attention and dedication he had to help me thank you very much

Mark Powell

United States

I learned a lot. His method of teaching and the way he made sure I understand everything will prove well for me passing my test.

Emmanuel A Bankole

Angola

I really appreciate this training, it has really impacted great knowledge and you are cool and perfect instructor if I have to be honest.