Administering Cisco Contact Center Enterprise (CCEA) v1.0

Learn to manage calls in an inbound contact center with the Cisco CCEA course. This training equips professionals with essential skills in using CCE tools, configuring dialed numbers, managing agents and skill groups, and setting up IVR and RONA.

Course Details

Price:

$3,795.00

Days:

Location:

Virtual

Course Overview

– • 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

• Working knowledge of Unified Communications Manager and voice gateways
• Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switches) is helpful but not required
• Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation

• Configuring Basic Call Treatment and Queuing
• Configuring Basic Call Treatment and Queuing
• Configuring Basic Call Treatment and Queuing
• Configuring Basic Call Treatment and Queuing
• Configuring Basic Call Treatment and Queuing
• Configuring Basic Agent Functionality
• Configuring Basic Agent Functionality
• Configuring Basic Agent Functionality
• Configuring Basic Agent Functionality
• Configuring Basic Agent Functionality
• Implementing Precision Routing
• Implementing Precision Routing
• Implementing Precision Routing
• Implementing Precision Routing
• Implementing Precision Routing
• Configuring RONA Support
• Configuring RONA Support
• Configuring RONA Support
• Configuring RONA Support
• Configuring RONA Support
• Configuring Agent Teams and Supervisors
• Configuring Agent Teams and Supervisors
• Configuring Agent Teams and Supervisors
• Configuring Agent Teams and Supervisors
• Configuring Agent Teams and Supervisors
• Implementing Voice XML Applications
• Implementing Voice XML Applications
• Implementing Voice XML Applications
• Implementing Voice XML Applications
• Implementing Voice XML Applications
• Administering the Cisco Finesse Desktop
• Administering the Cisco Finesse Desktop
• Administering the Cisco Finesse Desktop
• Administering the Cisco Finesse Desktop
• Administering the Cisco Finesse Desktop
• Building a Basic Cisco Unified Contact Center Enterprise Script
• Building a Basic Cisco Unified Contact Center Enterprise Script
• Building a Basic Cisco Unified Contact Center Enterprise Script
• Building a Basic Cisco Unified Contact Center Enterprise Script
• Building a Basic Cisco Unified Contact Center Enterprise Script
• Deploying Basic Call Settings
• Deploying Basic Call Settings
• Deploying Basic Call Settings
• Deploying Basic Call Settings
• Deploying Basic Call Settings
• Cisco Unified Contact Center Review
• Cisco Unified Contact Center Review
• Cisco Unified Contact Center Review
• Cisco Unified Contact Center Review
• Cisco Unified Contact Center Review
• Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
• Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
• Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
• Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
• Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
• Configuring Roles, Departments, and Business Hours
• Configuring Roles, Departments, and Business Hours
• Configuring Roles, Departments, and Business Hours
• Configuring Roles, Departments, and Business Hours
• Configuring Roles, Departments, and Business Hours
• LABS
• LABS
• LABS
• LABS
• LABS

Class Dates & Times


6/24/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $3,795.00
7/15/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $3,795.00
8/19/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $3,795.00
9/16/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $3,795.00
10/21/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $3,795.00
11/18/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $3,795.00
12/16/2025 Virtual 09:00:00-17:00:00 CST Enroll Now $3,795.00

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