CCEAA - Administering Advanced Cisco Contact Center Enterprise

Course Description

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course teaches you how to execute advanced administration tasks associated with the Cisco^® Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.
This class will help you:
Learn how to optimize management of CCE solutions for proactive management of contact centers tasks
Manage the effects of using CCE solutions for scalability and interaction between the solution components for centralized application management

After taking this course, you should be able to:
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 base line 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.

How You'll Benefit

This class will help you:
Learn how to optimize management of CCE solutions for proactive management of contact centers tasks
Manage the effects of using CCE solutions for scalability and interaction between the solution components for centralized application management

Who Should Enroll

Deployment engineer
Sales engineer

Course Objectives

After taking this course, you should be able to:
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 base line 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.

Course Prerequisites

To 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:
Administering Cisco Contact Center Enterprise (CCEA)
Understanding Cisco Contact Center Enterprise Foundations (CCEF)
Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
Understanding Cisco Collaboration Foundations (CLFNDU)

Course Outline

PCCE Review
Review PCCE Architecture and Components
Review PCCE Protocols

Introducing Bulk Import Tools
Use the PCCE Bulk Import Tool
Use Bulk Import Templates

Configuring Advanced Scripting and CCE Data Exchange
Design for Advanced Scripting
CCE Data Exchange

Cisco Unified Communications Manager Initiated Call Flows
Understand Transfer Types and Cisco Unified Custom Voice Portal (CVP) Call Flow Models
Describe Subsequent Transfers

Using Gadgets to Customize the Finesse Desktop
Obtain Finesse Custom Gadgets
Deploy Finesse Custom Gadgets

Implementing Mobile Agent
Examine Mobile Agent Functionality
Identify Mobile Agent Architecture and Components

Implementing Post Call Survey
Examine Post Call Survey Functionality
Configure Post Call Survey

Lab Practice
Review Discovery
Navigate CCE Discovery Architecture and Components
Import Bulk Data
Create a VXML Application Using Call Studio
Configure Precision Queues
Create a CCE Routing Script
Customize the Finesse Desktop
Test Your Call Flow
Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
Deploy Cisco Finesse Gadgets
Implement Mobile Agent

Lab Outline

Review Discovery
Navigate CCE Discovery Architecture and Components
Import Bulk Data
Create a VXML Application Using Call Studio
Configure Precision Queues
Create a CCE Routing Script
Customize the Finesse Desktop
Test Your Call Flow
Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
Deploy Cisco Finesse Gadgets
Implement Mobile Agent