The Administering Cisco Contact Center Enterprise is a 4-day course presented to CCE Administration personnel involved with “Day 2” support of a CCE solution deployment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound CCE environment. This course is intended for those administering the solution, or who may be responsible for Tier 1 support of the CCE solution. CCEF or equivalent knowledge is a prerequisite for this course.
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Course Highlights
The Administering Cisco Contact Center Enterprise is a 4-day course presented to CCE Administration personnel involved with “Day 2” support of a CCE solution deployment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound CCE environment. This course is intended for those administering the solution, or who may be responsible for Tier 1 support of the CCE solution. CCEF or equivalent knowledge is a prerequisite for this course.
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:
Secondary audiences:
The knowledge and skills that students are expected to have before attending this course are:
Here are recommended Cisco learning offerings that may help students meet these prerequisites:
Section 1 – Cisco Unified Contact Center Review
Section 2 – Deploying Basic Call Settings
Section 3 – Building a Basic Cisco Unified Contact Center Enterprise Script
Section 4 – Configure Basic Agent Functionality
Section 5 – Configure Basic Agent Functionality
Section 6 – Configuring Basic Call Treatment and Queuing
Section 7 – Implementing Precision Routing
Section 8 – Configuring RONA Support
Section 9 – Configuring Agent Teams and Supervisors
Section 10 – Administering the Cisco Finesse Desktop
Section 11 – Implementing VXML Applications
Section 12 – Configuring Roles, Departments, and Business Hours
Section 13 – Running Unified CC Enterprise Reports with Unified IC
This course builds skills and demonstrates qualifications for the job roles and average base salaries below.Â
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