Technical sales<\/li><\/ul>","outline":"Cisco Unified Contact Center Review<\/strong>\n<\/p>\n\n- Contact Center Basics<\/li>
- Components and Architecture<\/li><\/ul>
Deploying Basic Call Settings<\/strong>\n<\/p>\n\n- Associate Basic Call Settings<\/li>
- Explore Media Routing Domains<\/li><\/ul>
Building a Basic Cisco Unified Contact Center Enterprise Script<\/strong>\n<\/p>\n\n- Introduce Script Editor<\/li>
- Use Script Editor Nodes<\/li><\/ul>
Configuring Basic Agent Functionality<\/strong>\n<\/p>\n\n- Introduce Agent Functionality<\/li>
- Configure Agent Desk Settings<\/li><\/ul>
Configuring Basic Call Treatment and Queuing<\/strong>\n<\/p>\n\n- Explore Media Server and Files<\/li>
- Introduce Microapps<\/li><\/ul>
Implementing Precision Routing<\/strong>\n<\/p>\n\n- Introduce Precision Routing Basics<\/li>
- Examine the Migration Path<\/li><\/ul>
Configuring RONA Support<\/strong>\n<\/p>\n\n- Introduce RONA Functionality<\/li>
- Identify RONA Timeout Considerations<\/li><\/ul>
Configuring Agent Teams and Supervisors<\/strong>\n<\/p>\n\n- Configuring Teams and Supervisors<\/li>
- Explore Agent Roles<\/li><\/ul>
Administering the Cisco Finesse Desktop<\/strong>\n<\/p>\n\n- Administering Cisco Finesse Desktop<\/li>
- Introduce Cisco Finesse Administration<\/li><\/ul>
Implementing Voice XML Applications<\/strong>\n<\/p>\n\n- Introduce VXML<\/li>
- Build a Basic Call Studio Project<\/li><\/ul>
Configuring Roles, Departments, and Business Hours<\/strong>\n<\/p>\n\n- Examine Post-Call Survey Functionality<\/li>
- Configure Post-Call Survey<\/li><\/ul>
Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)<\/strong>\n<\/p>\n\n- Configure Unified CC Enterprise Administrators<\/li>
- Configure Departments<\/li><\/ul>","summary":"
The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course teaches you the contextual information around call flow between components in the Cisco® Unified Contact Center Enterprise (UCCE) solution including intelligent contact routing, call treatment, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management over an IP infrastructure. You receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.<\/p>\n
This class will help you:\n<\/p>\n
\n- Leverage the Cisco Unified Contact Center Enterprise (UCCE) for a smooth integration of inbound and outbound voice applications to support multiple communication channels.<\/li>
- Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.<\/li><\/ul>","objective_plain":"After taking this course, you should be able to:\n\n\n\n- Navigate CCE configuration and scripting tools\n- Configure a dialed number, call type, and media routing domain\n- Build a basic Cisco Intelligent Contact Management (ICM) script\n- Configure agents and skill groups\n- Configure basic Interactive Voice Response (IVR) functionality\n- Implement attributes and precision queues\n- Configure Ring-No-Answer (RONA) using CCE configuration tools\n- Configure and populate an agent team and primary supervisor\n- Improve agent efficiency through finesse enhancements\n- Build and test a basic Voice XML (VXML) application\n- Implement roles, departments, and business hours\n- Run Cisco Unified Intelligence Center (CUIC) reports using the Reporting tool","essentials_plain":"To fully benefit from this course, you should have the following knowledge:\n\n\n\n- Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required\n- Working knowledge of Unified Communications Manager and voice gateways\n- Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation\nRecommended Cisco offerings that may help you meet these prerequisites:\n\n\n\n- Understanding Cisco Contact Center Enterprise Foundations (CCEF)\n- Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)\n- Understanding Cisco Collaboration Foundations (CLFNDU)","audience_plain":"- Account and project managers\n- Contact Center Enterprise (CCE) administrators\n- Deployment engineers\n- Technical sales","outline_plain":"Cisco Unified Contact Center Review\n\n\n\n- Contact Center Basics\n- Components and Architecture\nDeploying Basic Call Settings\n\n\n\n- Associate Basic Call Settings\n- Explore Media Routing Domains\nBuilding a Basic Cisco Unified Contact Center Enterprise Script\n\n\n\n- Introduce Script Editor\n- Use Script Editor Nodes\nConfiguring Basic Agent Functionality\n\n\n\n- Introduce Agent Functionality\n- Configure Agent Desk Settings\nConfiguring Basic Call Treatment and Queuing\n\n\n\n- Explore Media Server and Files\n- Introduce Microapps\nImplementing Precision Routing\n\n\n\n- Introduce Precision Routing Basics\n- Examine the Migration Path\nConfiguring RONA Support\n\n\n\n- Introduce RONA Functionality\n- Identify RONA Timeout Considerations\nConfiguring Agent Teams and Supervisors\n\n\n\n- Configuring Teams and Supervisors\n- Explore Agent Roles\nAdministering the Cisco Finesse Desktop\n\n\n\n- Administering Cisco Finesse Desktop\n- Introduce Cisco Finesse Administration\nImplementing Voice XML Applications\n\n\n\n- Introduce VXML\n- Build a Basic Call Studio Project\nConfiguring Roles, Departments, and Business Hours\n\n\n\n- Examine Post-Call Survey Functionality\n- Configure Post-Call Survey\nRunning Unified CC Enterprise Reports with Unified Intelligence Center (IC)\n\n\n\n- Configure Unified CC Enterprise Administrators\n- Configure Departments","summary_plain":"The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course teaches you the contextual information around call flow between components in the Cisco\u00ae Unified Contact Center Enterprise (UCCE) solution including intelligent contact routing, call treatment, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management over an IP infrastructure. You receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.\n\nThis class will help you:\n\n\n\n- Leverage the Cisco Unified Contact Center Enterprise (UCCE) for a smooth integration of inbound and outbound voice applications to support multiple communication channels.\n- Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.","version":"1.0","duration":{"unit":"d","value":4,"formatted":"4 Tage"},"pricelist":{"List Price":{"IT":{"country":"IT","currency":"EUR","taxrate":20,"price":2990},"UA":{"country":"UA","currency":"USD","taxrate":20,"price":2200},"GB":{"country":"GB","currency":"GBP","taxrate":20,"price":3305},"GR":{"country":"GR","currency":"EUR","taxrate":null,"price":2100},"MK":{"country":"MK","currency":"EUR","taxrate":null,"price":2100},"HU":{"country":"HU","currency":"EUR","taxrate":20,"price":2100},"FR":{"country":"FR","currency":"EUR","taxrate":19.6,"price":3565},"US":{"country":"US","currency":"USD","taxrate":null,"price":3595},"RU":{"country":"RU","currency":"RUB","taxrate":18,"price":215100},"CA":{"country":"CA","currency":"CAD","taxrate":null,"price":4960},"DE":{"country":"DE","currency":"EUR","taxrate":19,"price":4250},"AT":{"country":"AT","currency":"EUR","taxrate":20,"price":4250},"CH":{"country":"CH","currency":"CHF","taxrate":8.1,"price":4250},"SE":{"country":"SE","currency":"EUR","taxrate":25,"price":4250},"SI":{"country":"SI","currency":"EUR","taxrate":20,"price":4250},"NL":{"country":"NL","currency":"EUR","taxrate":21,"price":3295}}},"lastchanged":"2026-03-19T10:39:14+01:00","parenturl":"https:\/\/portal.flane.ch\/swisscom\/json-courses","nexturl_course_schedule":"https:\/\/portal.flane.ch\/swisscom\/json-course-schedule\/23817","source_lang":"de","source":"https:\/\/portal.flane.ch\/swisscom\/json-course\/cisco-ccea"}}