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AUCCE1

The Administering Cisco Contact Center Enterprise (CCEA) v1.0 training 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. In this course, you will receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.

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The Administering Cisco Contact Center Enterprise (CCEA) v1.0 training 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. In this course, you will receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.

  • Identify the basic components and operations of the Unified CCE solution
  • Configure and script a basic UCCE CVP deployment
  • Perform the ICM configuration tasks required to support basic agent functionality
  • Build and test a basic ICM script utilizing microapps
  • Configure and script UCCE to support reporting requirements, precision queuing and RONA
  • Identify how to successfully deploy the CVP VXML component in a Unified CCE solution
  • Generate basic reports using Cisco Unified IC

  • System Engineer

  • Accountant
  • Project Manager
  • Contact Center Enterprise Administrator
  • Deployment Engineer
  • Sales Engineer

 
Required
 
  • Working knowledge of Unified Communications Manager and voice gateways
  • Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required
  • Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation
Recommended

  • Implementing and Operating Cisco Collaboration Core Technologies (CLCOR) v1.3--
  • Understanding Cisco Collaboration Foundations (CLFNDU) v1.2

Module 1 – Cisco Unified Contact Center Review

  • Contact Center Basics
  • CCE Components and Architecture
  • Call Flow
  • CCE Access Tools
  • Discovery 01-1: Navigating CCE Discovery Architecture and Components
  • Discovery 01-2: Exploring ICM Configuration Tools

Module 2 – Deploying Basic Call Settings

  • Media Routing Domains
  • Call Types
  • Dialed Numbers
  • Discovery 02-1: Administering ICM Dialed Numbers and Call Types

Module 3 – Building a Basic Cisco Unified Contact Center Enterprise Script

  • Introduction to Script Editor
  • Use Script Editor Nodes
  • Understand Variables
  • Schedule Scripts
  • Manage Additional ICM Scripting Tools
  • Discovery 3-01 Prepare a Basic Label Script
  • Discovery3-02 Use ICM Tools for ICM Scripts

Module 4 – Configure Basic Agent Functionality

  • Introduce Agent Functionality
  • Configure Agent Desk Settings
  • Configure Skill Groups and Skill Targets
  • Configure an Agent
  • Configure Agent Targeting Rules
  • Build an Agent Routing ICM Script
  • Prepare Agent Logon
  • Discovery 4-01 Configure ICM for Basic Agent and Skill Group Functionality
  • Discovery 4-02 Configure CUCM for Agent Functionality
  • Discovery 4-03 Testing Basic Skill Group Functionality in an ICM Script

Module 5 – Configuring Basic Call Treatment and Queuing

  • Media Server and Files
  • ECC Variables
  • Microapps
  • Play Media Microapp
  • Get Digits Microapp
  • Menu Microapp
  • Play Data Microapp
  • Get Speech Microapp
  • Capture Microapp
  • Scripting with Microapps
  • Discovery 5-01 Media Files and Variables in ICM Scripting
  • Discovery 5-02 Basic IVR Scripting with MicroApps

Module 6 – Implementing Precision Routing

  • Exploring the Basics
  • Migration Path
  • Skill Groups vs. Precision Queues
  • Configuring Attributes and Precision Queues
  • Precision Routing Sample Scenario
  • Discovery 6-01 Configure and Implement Precision Routing

Module 7 – Configuring RONA Support

  • RONA Function Overview
  • RONA Time-out Considerations
  • RONA Script Logic
  • Discovery 7-01 Configuring RONA

Module 8 – Configuring Agent Teams and Supervisors

  • Agent Roles
  • Supervisor
  • Team Function
  • Discovery 8-01 Configure Agent Teams and Supervisors

Module 9 – Administering the Cisco Finesse Desktop

  • Finesse Server Integration
  • Custom Call Variable Layouts
  • Phone Books
  • Reason Codes
  • Workflows
  • Discovery 9-01 Finesse Administration

Module 10 – Implementing VXML Applications

  • VXML Overview
  • CCE VXML Architecture and Logic Flow
  • Build Basic Call Studio Project
  • Deploy Project, Verify Config
  • CCE Scripting for External VXML Applications
  • Discovery 10-1: VXML Server Configuration and Call Studio Installation
  • Discovery 10-2: Create and Deploy a Cisco Unified Call Studio Project
  • Discovery 10-3: Integrate VXML Applications with a CCE Script

Module 11 – Configuring Roles, Departments and Business Hours

  • Introducing Roles
  • Configuring CCE Administrators
  • Configuring Departments
  • Defining Business Hours
  • Discovery 11-01 Configuring Roles, Departments and Business Hours

Module 12 – Running Unified CC Enterprise Reports with Unified IC

  • Introduce and Navigate CUIC
  • Reporting Touch Points
  • Access CUIC Stock Reports
  • Create Custom Dashboards
  • Discovery 12-01 Reporting

  • Navigate CCE Discovery Architecture and Components
  • Explore ICM Configuration Tools
  • Administering ICM Dialed Numbers and Call Types
  • Prepare a Basic Label Script
  • Using ICM Tools for ICM Scripts
  • Configure ICM for Basic Agent and Skill Group Functionality
  • Configure UCM for Agent Functionality
  • Test Basic Skill Group Functionality in an ICM Script
  • Examine Media Files and Variables in ICM Scripts
  • Build Basic ICM Scripts with MicroApps
  • Configure and Implement Precision Routing
  • Configure RONA
  • Configure Agent Teams and Supervisors
  • Cisco Finesse Administration
  • Configure VXML Server and Install Call Studio
  • Create and Deploy a Call Studio Project
  • Integrate VXML Applications with a Unified CC Enterprise Script
  • Configuring Roles, Departments, and Business Hours
  • Run Unified IC Stock Reports

Award-winning, Industry-experienced, and certified instructors who are passionate about sharing their knowledge. 
Training Approach: We differentiate ourselves by adopting a facilitative role rather than just being instructors in our training approach.
Hands-on learning with expertly designed labs. Personalized Training Options: We understand that every learner has unique needs. That's why we offer personalized training options to accommodate different learning styles and preferences.

Award-winning, Industry-experienced, and certified instructors who are passionate about sharing their knowledge. 
Training Approach: We differentiate ourselves by adopting a facilitative role rather than just being instructors in our training approach.
Hands-on learning with expertly designed labs. Personalized Training Options: We understand that every learner has unique needs. That's why we offer personalized training options to accommodate different learning styles and preferences.

Trainer Profile

Mr. Mohammed Gufran

Mr. Mohammed Gufran

Cisco Instructor

Gufran, a Cisco Authorized and CCIE certified instructor, possesses more than 15 years of training mastery in Networking, Security, SDN, and many other advanced courses and technologies. With CCNA, CCNP, and many other diverse Cisco specializations, he's achieved CCIE Security (50220). From foundational concepts to complex Cisco networks & and security topics like Identity Service Engine, Web Security, Email Security, Firewalls, VPN, NGIPS, and NGFW, he's a seasoned instructor. He aptly managed global training projects, collaborating with esteemed institutions like the Bank of Tanzania, EMAL - Abu Dhabi, PIC - Kuwait, and many clients based in the US & and UK. His journey empowers organizations and individuals through roles ranging from Training Consultant to Senior Training Consultant, including contributions to content management and trainer evaluation.

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.

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