Administering Cisco Contact Center Enterprise

Course Overview

Section 1 – Cisco Unified Contact Center Review

• Contact Center Basics
• CCE Components and Architecture
• Call Flow
• CCE Access Tools

Section 2 – Deploying Basic Call Settings

• Media Routing Domains
• Call Types
• Dialed Numbers

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

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

Section 5 – 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

Section 6 – Implementing Precision Routing

• Exploring the Basics
• Migration Path
• Skill Groups vs. Precision Queues
• Configuring Attributes and Precision Queues
• Precision Routing Sample Scenario

Section 7 – Configuring RONA Support

• RONA Function Overview
• RONA Time-out Considerations
• RONA Script Logic

Section 8 – Configuring Agent Teams and Supervisors

• Agent Roles
• Supervisor
• Team Function

Section 9 – Administering the Cisco Finesse Desktop

• Finesse Server Integration
• Custom Call Variable Layouts
• Phone Books
• Reason Codes
• Workflows

Section 10 – 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

Section 11 – Configuring Roles, Departments and Business Hours

• Introducing Roles
• Configuring CCE Administrators
• Configuring Departments
• Defining Business Hours

Section 12 – Running Unified CC Enterprise Reports with Unified IC

• Introduce and Navigate CUIC
• Reporting Touch Points
• Access CUIC Stock Reports
• Create Custom Dashboards

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Lab Outline:

Labs are designed to assure learners a whole practical experience, through the following practical activities:

• Navigating CCE Discovery Architecture and Components
• Exploring ICM Configuration Tools
• Administering ICM Dialed Numbers and Call Types
• Prepare a Basic Label Script
• Use ICM Tools for ICM Scripts
• Configure ICM for Basic Agent and Skill Group Functionality
• Configure CUCM for Agent Functionality
• Testing Basic Skill Group Functionality in an ICM Script
• Media Files and Variables in ICM Scripting
• Basic IVR Scripting with MicroApps
• Configure and Implement Precision Routing
• Configuring RONA
• Configure Agent Teams and Supervisors
• Finesse Administration
• VXML Server Configuration and Call Studio Installation
• Create and Deploy a Cisco Unified Call Studio Project
• Integrate VXML Applications with a CCE Script
• Configuring Roles, Departments and Business Hours
• Reporting

Prerequisites

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.