Contact Center Enterprise Fundamentals and Administration

Anyone requiring an understanding of the Cisco Contact Center Enterprise solution and who provides administration and Day 2 Support.

After completing this course, you should be able to:

• Provide a high-level overview of the Cisco Contact Center portfolio
• List the key components within the Packaged Contact Center Enterprise (PCCE) architecture and their functions
• Describe how calls flow through PCCE using appropriate terms and naming conventions
• Introduce the tools used in the configuration, scripting, reporting and support of a PCCE deployment
• Identify advanced features available within the PCCE solution
• Navigate CCE configuration and scripting tools
• Configure a dialed number, call type, and media routing domain
• Build a basic Cisco Intelligent Contact Management (ICM) script
• Configure agents and skill groups
• Configure basic Interactive Voice Response (IVR) functionality
• Implement attributes and precision queues
• Configure Ring-No-Answer (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 Voice XML (VXML) application
• Implement roles, departments, and business hours
• Run Cisco Unified Intelligence Center (CUIC) reports using the Reporting tool

Introduction to CCE

• Cisco Contact Center Basics
• Cisco Contact Center Fundamentals

Functionality of PCCE Components

• Public Switched Telephone Network (PSTN) and Voice Gateways
• Cisco Unified Border Element (CUBE)

Terms and Naming Conventions Used in CCE

• CCE Access Environment
• CCE Routing Configuration

Access Tools Available in CCE

• Single Pane of Glass (SPOG)
• Cisco Intelligent Contact Management (ICM) Configuration Manager

Discovering CCE Features Beyond Default

• Agent Management
• Agent Efficiency

Cisco Unified Contact Center Review

• Contact Center Basics
• Components and Architecture

Deploying Basic Call Settings

• Associate Basic Call Settings
• Explore Media Routing Domains

Building a Basic Cisco Unified Contact Center Enterprise Script

• Introduce Script Editor
• Use Script Editor Nodes

Configuring Basic Agent Functionality

• Introduce Agent Functionality
• Configure Agent Desk Settings

Configuring Basic Call Treatment and Queuing

• Explore Media Server and Files
• Introduce Microapps

Implementing Precision Routing

• Introduce Precision Routing Basics
• Examine the Migration Path

Configuring RONA Support

• Introduce RONA Functionality
• Identify RONA Timeout Considerations

Configuring Agent Teams and Supervisors

• Configuring Teams and Supervisors
• Explore Agent Roles

Administering the Cisco Finesse Desktop

• Administering Cisco Finesse Desktop
• Introduce Cisco Finesse Administration

Implementing Voice XML Applications

• Introduce VXML
• Build a Basic Call Studio Project

Configuring Roles, Departments, and Business Hours

• Examine Post-Call Survey Functionality
• Configure Post-Call Survey

Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)

• Configure Unified CC Enterprise Administrators
• Configure Departments

Labs

• 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

Attendees should meet the following prerequisites:

• 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 as preparation for the following exams:

• 500-422 CCEA - Administering Cisco Contact Center Enterprise Exam