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Home > Technical Courses > > Administering Cisco Contact Center Enterprise (CCEA)
Practice with administrative tools used to perform routine adds, moves, and changes in the inbound contact center environment.
The Administering Cisco Unified Contact Center Enterprise is a 4-day course intended for system engineers, administrators, and support engineers responsible for tier one support. This course provides hands-on practice with administrative tools used to perform routine adds, moves, and changes in the inbound contact center environment. The course qualifies for 32 Cisco Continuing Education credits (CE) towards recertification.
Category
ID
Duration
Level
Price
Cisco
14010
4 Day(s)
Intermediate
$3,495.00
Objectives
Upon completing this course, the learner will be able to meet these overall objectives: • Navigate CCE configuration and scripting tools. • Configure a Dialed Number, Call Type and Media Routing Domain. • Build a basic ICM script. • Configure Agents and Skill Groups. • Configure basic IVR functionality. • Implement Attributes and Precision Queues. • Configure 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 VXML application. • Implement Roles, Departments and Business Hours. • Run CUIC Reports using the Reporting tool.
Questions?
The knowledge and skills that a learner should have before attending this course are as follows: • Basic knowledge of networking (Windows A/D, 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. The following Cisco learning offerings may help students meet these prerequisites: • Cisco CCEF • Cisco CLFNDU and Cisco CLCOR recommended.
Administering Cisco Contact Center Enterprise (CCEA)
Class Schedule
Live Online
Course Overview
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