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CCEA - Administering Cisco Contact Center Enterprise

  • Tuition USD $3,595
  • Reviews star_rate star_rate star_rate star_rate star_half 3103 Ratings
  • Course Code CCEA
  • Duration 4 days
  • Available Formats Classroom, Virtual

Upon completing this course, students will be able to meet these 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.

Skills Gained

This section specifies the primary and secondary target audiences of this course by job roles and notes the relevance to each job role. The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks.   Primary audiences: Deployment Engineers CCE Administrators Secondary audiences: Technical Sales Account and Project Managers

Who Can Benefit

The knowledge and skills that students are expected to have before attending this course are: 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. Here are recommended Cisco learning offerings that may help students meet these prerequisites: Cisco CCEF Cisco CLFNDU and Cisco CLCOR recommended.

Prerequisites

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.

When does class start/end?

Classes begin promptly at 9:00 am, and typically end at 5:00 pm.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

How can someone reach me during class?

If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

What languages are used to deliver training?

Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

What does GTR stand for?

GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals, and private on sites. View our group training page for more information.

It would be better if the classroom had two power point screens so the instructor could have two screens shown to the class at the same time to reduce confusion switching back and forth

Course was good over all. Got a good idea about hadoop and how to think about available aws resources connecting to that.

ExitCertified has well experienced and professional instructors that make their training sessions a remarkable one.

This training was a nice experience and I learned a lot about cloud computing.

Very detailed training.Effective for Devops with cloud responsibilities.The Tech explanation and lab is very informative.

2 options available

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  • May 25, 2021 May 28, 2021 (4 days) GTR
    Location
    Virtual, CA
    Language
    English
    Time
    10:00 AM 6:00 PM EDT
    Enroll
    Enroll
  • Jun 29, 2021 Jul 2, 2021 (4 days) GTR
    Location
    Virtual, CA
    Language
    English
    Time
    10:00 AM 6:00 PM EDT
    Enroll
    Enroll
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