CCEACICiscoCI-CCEA1.0<p>After taking this course, you should be able to: </p> <ul> <li>Navigate CCE configuration and scripting tools</li><li>Configure a dialed number, call type, and media routing domain</li><li>Build a basic Cisco Intelligent Contact Management (ICM) script</li><li>Configure agents and skill groups</li><li>Configure basic Interactive Voice Response (IVR) functionality</li><li>Implement attributes and precision queues</li><li>Configure Ring-No-Answer (RONA) using CCE configuration tools</li><li>Configure and populate an agent team and primary supervisor</li><li>Improve agent efficiency through finesse enhancements</li><li>Build and test a basic Voice XML (VXML) application</li><li>Implement roles, departments, and business hours</li><li>Run Cisco Unified Intelligence Center (CUIC) reports using the Reporting tool</li></ul><p>To fully benefit from this course, you should have the following knowledge: </p> <ul> <li>Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required</li><li>Working knowledge of Unified Communications Manager and voice gateways</li><li>Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation</li></ul><p>Recommended Cisco offerings that may help you meet these prerequisites: </p> <ul> <li><span class="cms-link-marked"><a class="fl-href-prod" href="/swisscom/course/cisco-ccef"><svg role="img" aria-hidden="true" focusable="false" data-nosnippet class="cms-linkmark"><use xlink:href="/css/img/icnset-linkmarks.svg#linkmark"></use></svg>Understanding Cisco Contact Center Enterprise Foundations <span class="fl-prod-pcode">(CCEF)</span></a></span></li><li><span class="cms-link-marked"><a class="fl-href-prod" href="/swisscom/course/cisco-clcor"><svg role="img" aria-hidden="true" focusable="false" data-nosnippet class="cms-linkmark"><use xlink:href="/css/img/icnset-linkmarks.svg#linkmark"></use></svg>Implementing and Operating Cisco Collaboration Core Technologies <span class="fl-prod-pcode">(CLCOR)</span></a></span></li><li><span class="cms-link-marked"><a class="fl-href-prod" href="/swisscom/course/cisco-clfndu"><svg role="img" aria-hidden="true" focusable="false" data-nosnippet class="cms-linkmark"><use xlink:href="/css/img/icnset-linkmarks.svg#linkmark"></use></svg>Understanding Cisco Collaboration Foundations <span class="fl-prod-pcode">(CLFNDU)</span></a></span></li></ul><ul> <li>Account and project managers</li><li>Contact Center Enterprise (CCE) administrators</li><li>Deployment engineers</li><li>Technical sales</li></ul><p><strong>Cisco Unified Contact Center Review</strong> </p> <ul> <li>Contact Center Basics</li><li>Components and Architecture</li></ul><p><strong>Deploying Basic Call Settings</strong> </p> <ul> <li>Associate Basic Call Settings</li><li>Explore Media Routing Domains</li></ul><p><strong>Building a Basic Cisco Unified Contact Center Enterprise Script</strong> </p> <ul> <li>Introduce Script Editor</li><li>Use Script Editor Nodes</li></ul><p><strong>Configuring Basic Agent Functionality</strong> </p> <ul> <li>Introduce Agent Functionality</li><li>Configure Agent Desk Settings</li></ul><p><strong>Configuring Basic Call Treatment and Queuing</strong> </p> <ul> <li>Explore Media Server and Files</li><li>Introduce Microapps</li></ul><p><strong>Implementing Precision Routing</strong> </p> <ul> <li>Introduce Precision Routing Basics</li><li>Examine the Migration Path</li></ul><p><strong>Configuring RONA Support</strong> </p> <ul> <li>Introduce RONA Functionality</li><li>Identify RONA Timeout Considerations</li></ul><p><strong>Configuring Agent Teams and Supervisors</strong> </p> <ul> <li>Configuring Teams and Supervisors</li><li>Explore Agent Roles</li></ul><p><strong>Administering the Cisco Finesse Desktop</strong> </p> <ul> <li>Administering Cisco Finesse Desktop</li><li>Introduce Cisco Finesse Administration</li></ul><p><strong>Implementing Voice XML Applications</strong> </p> <ul> <li>Introduce VXML</li><li>Build a Basic Call Studio Project</li></ul><p><strong>Configuring Roles, Departments, and Business Hours</strong> </p> <ul> <li>Examine Post-Call Survey Functionality</li><li>Configure Post-Call Survey</li></ul><p><strong>Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)</strong> </p> <ul> <li>Configure Unified CC Enterprise Administrators</li><li>Configure Departments</li></ul>After taking this course, you should be able to: - 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 toolTo fully benefit from this course, you should have the following knowledge: - Basic knowledge of networking (Windows Active Directory, 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 Recommended Cisco offerings that may help you meet these prerequisites: - Understanding Cisco Contact Center Enterprise Foundations (CCEF) - Implementing and Operating Cisco Collaboration Core Technologies (CLCOR) - Understanding Cisco Collaboration Foundations (CLFNDU)- Account and project managers - Contact Center Enterprise (CCE) administrators - Deployment engineers - Technical salesCisco Unified Contact Center Review - Contact Center Basics - Components and Architecture Deploying Basic Call Settings - Associate Basic Call Settings - Explore Media Routing Domains Building a Basic Cisco Unified Contact Center Enterprise Script - Introduce Script Editor - Use Script Editor Nodes Configuring Basic Agent Functionality - Introduce Agent Functionality - Configure Agent Desk Settings Configuring Basic Call Treatment and Queuing - Explore Media Server and Files - Introduce Microapps Implementing Precision Routing - Introduce Precision Routing Basics - Examine the Migration Path Configuring RONA Support - Introduce RONA Functionality - Identify RONA Timeout Considerations Configuring Agent Teams and Supervisors - Configuring Teams and Supervisors - Explore Agent Roles Administering the Cisco Finesse Desktop - Administering Cisco Finesse Desktop - Introduce Cisco Finesse Administration Implementing Voice XML Applications - Introduce VXML - Build a Basic Call Studio Project Configuring Roles, Departments, and Business Hours - Examine Post-Call Survey Functionality - Configure Post-Call Survey Running Unified CC Enterprise Reports with Unified Intelligence Center (IC) - Configure Unified CC Enterprise Administrators - Configure Departments4 Tage2990.002200.003305.002100.002100.002100.003565.003595.00215100.004960.004250.004250.004250.004250.004250.003295.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.0036.00