Курс Administering Cisco Contact Center Enterprise

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.

• 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

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

Course outline - Cisco Unified Contact Center Review - Deploying Basic Call Settings - Building a Basic Cisco Unified Contact Center Enterprise Script - Configuring Basic Agent Functionality - Configuring Basic Call Treatment and Queuing - Implementing Precision Routing - Configuring RONA Support - Configuring Agent Teams and Supervisors - Administering the Cisco Finesse Desktop - Implementing Voice XML Applications - Configuring Roles, Departments, and Business Hours - Running Unified CC Enterprise Reports with Unified Intelligence Center (IC) Lab outline - Navigate CCE Discovery Architecture and Components - Explore ICM Configuration Tools - Administering ICM Dialed Numbers and Call Types - Prepare a Basic Label Script - Using ICM Tools for ICM Scripts - Configure ICM for Basic Agent and Skill Group Functionality - Configure UCM for Agent Functionality - Test Basic Skill Group Functionality in an ICM Script - Examine Media Files and Variables in ICM Scripts - Build Basic ICM Scripts with MicroApps - Configure and Implement Precision Routing - Configure RONA - Configure Agent Teams and Supervisors - Cisco Finesse Administration - Configure VXML Server and Install Call Studio - Create and Deploy a Call Studio Project - Integrate VXML Applications with a Unified CC Enterprise Script - Configuring Roles, Departments, and Business Hours - Run Unified IC Stock Reports

Учебный центр группы компаний MUK - лидер на рынке образовательных услуг в сфере ИТ более 18-ти лет. В 2016 году Учебный центр MUK стал международным учебным центром: были открыты представительства в Азербайджане и Грузии, в 2017 году открыты представительства в Казахстане и Белоруссии.

УЦ MUK имеет ряд уникальных авторизаций, сотрудничает с профессиональной командой квалифицированных инструкторов и располагает современной инфраструктурой со всем необходимым для качественного обучения. Портфель УЦ MUK включает более 300 учебных курсов от ведущих ИТ-компаний.

УЦ MUK имеет доступ к самому современному учебному оборудованию. Качество преподавания нашими инструкторами подтверждается высокими оценками слушателей уже многие годы.