Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0

Master advanced Cisco Contact Center Enterprise (CCE) administration through hands-on labs that focus on optimizing management, scripting, deploying Mobile Agent, and enhancing Finesse desktop functionality.

Course Details

Price:

$2,695.00

Days:

Location:

Virtual

Course Overview

– • Describe the components, protocols, and call flow of Cisco Packaged Contact Center Enterprise (PCCE) by referencing the discovery platform to prepare for further scripting and configuration activities.
– • Run the CCE Bulk Import utility using the CCE Web Administration tool to develop a baseline CCE configuration.
– • Configure an advanced VoiceXML (VXML) application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools; present call data collected from the caller to the Agent desktop.
– • Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to the Contact Center using CUCM and CCE configuration tools. This functionality enables CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports). This functionality can also enable non-Contact Center calls and calls handled by Agents, whether existing or new.
– • Access and deploy custom gadgets to the Finesse desktop using the CCE Web Administration tool to further enhance functionality of the Finesse Agent Desktop.
– • Successfully deploy Mobile Agent in a CCE Environment.
– • Successfully deploy Post Call Survey in a CCE Environment.

• Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switches) 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.

• Cisco Unified Communications Manager Initiated Call Flows
• Using Gadgets to Customize the Finesse Desktop
• Implementing Mobile Agent
• LABS
• Implementing Post Call Survey
• PCCE Review
• Introducing Bulk Import Tools
• Configuring Advanced Scripting and CCE Data Exchange

Class Dates & Times


6/11/2025 Virtual 09:00:00-17:00:00 CST Enroll Now
7/16/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,695.00
8/20/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,695.00
9/17/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,695.00
10/22/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,695.00
11/19/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,695.00
12/24/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $2,695.00

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