Administering Cisco Contact Center Enterprise (CCEA)

Section 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

Section 2 – Deploying Basic Call Settings

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

Section 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

Section 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

Section 5 – 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

Section 6 – 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

Section 7 – 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

Section 8 – Configuring RONA Support

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

Section 9 – Configuring Agent Teams and Supervisors

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

Section 10 – Administering the Cisco Finesse Desktop

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

Section 11 – 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

Section 12 – 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

Section 13 – 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