Administering Cisco Contact Center Enterprise (CCEA) v1.0 Course
Configure call settings & deploy Cisco UCCE components
32 hours of extensive training program
Well-structured curriculum with 12 core modules & labs
Earn the globally recognised Cisco CCEA v1.0 certification
Master Cisco Finesse & Precision Routing
Learn from Cisco-certified instructors
Prepare for advanced Cisco certifications with expert guidance
Flexible learning options to suit your schedule
Several convenient payment methods are available
4.9/56582 EnrolledEnrolled Learners
4.9/56582 EnrolledEnrolled Learners
Overview
What you will learn:
- Learn Cisco Unified Contact Center (UCCE) architecture basics
- Set up basic call settings in Cisco systems
- Use Cisco Finesse to manage contact center agents
- Apply Precision Routing for smart call management
- Build Voice XML applications with Call Studio projects
- Develop skills in scripting with Cisco Unified CC
- Enable RONA functionality for better call handling
Upcoming sessions
Curriculum
1
Contact Center Basics
2
Components and Architecture
1
Associate Basic Call Settings
2
Explore Media Routing Domains
1
Introduce Script Editor
2
Use Script Editor Nodes
1
Introduce Agent Functionality
2
Configure Agent Desk Settings
1
Explore Media Server and Files
2
Introduce Microapps
1
Introduce Precision Routing Basics
2
Examine the Migration Path
1
Introduce RONA Functionality
2
Identify RONA Timeout Considerations
1
Configuring Teams and Supervisors
2
Explore Agent Roles
1
Administering Cisco Finesse Desktop
2
Introduce Cisco Finesse Administration
1
Introduce VXML
2
Build a Basic Call Studio Project
1
Examine Post-Call Survey Functionality
2
Configure Post-Call Survey
1
Configure Unified CC Enterprise Administrators
2
Configure Departments
1
Navigate CCE Discovery Architecture and Components
2
Explore ICM Configuration Tools
3
Administering ICM Dialed Numbers and Call Types
4
Prepare a Basic Label Script
5
Using ICM Tools for ICM Scripts
6
Configure ICM for Basic Agent and Skill Group Functionality
7
Configure UCM for Agent Functionality
8
Test Basic Skill Group Functionality in an ICM Script
9
Examine Media Files and Variables in ICM Scripts
10
Build Basic ICM Scripts with MicroApps
11
Configure and Implement Precision Routing
12
Configure RONA
13
Configure Agent Teams and Supervisors
14
Cisco Finesse Administration
15
Configure VXML Server and Install Call Studio
16
Create and Deploy a Call Studio Project
17
Integrate VXML Applications with a Unified CC Enterprise Script
18
Configuring Roles, Departments, and Business Hours
19
Run Unified IC Stock Reports
Meet your Trainer
Our Trainers
Learners Point has a reputation for high-quality training that makes a difference in people's lives. We undertake a practical and innovative approach to working closely with businesses to improve their workforce. Our expertise is wide-ranging with ample support from our expert trainers who are globally recognized and hold a diverse set of experiences in their field of expertise. We are proud of our instructors who take ownership of our distinctive and comprehensive training methodologies, help our students imbibe those with ease, and accomplish gracefully.
We at Learners Point believe in encouraging our students to embark upon a journey of lifelong learning and self-development, with the aid of our comprehensive and distinctive courses tailored to current market trends. The manifestation of our career-oriented approach is what we assure through a pleasant professional enriched environment with cutting-edge technology, and an outstanding while highly acknowledged training staff that uses up-to-date methodologies and quality course material. With our aim to mold professionals to be future leaders, our industry expert trainers provide the best in town mentorship to our students while endowing them with the thirst for knowledge and inspiring them to strive for professional and human excellence.
Learning Outcomes
After you finish the training, you will be able to:
1
Develop expertise in Cisco Contact Center architecture and deploy effective call management strategies
2
Use Precision Routing to enhance call distribution and boost overall contact center performance
3
Get practical experience with Cisco Finesse to simplify agent desktop setup and management
4
Create Voice XML apps using Call Studio to improve customer engagement and service quality
5
Set up Media Routing Domains and apply advanced methods for efficient call handling
6
Implement RONA to minimize call abandonment and ensure better customer service response
7
Gain strong skills in ICM and UCM to manage and direct call flows effectively
Learners Point Certificate
Earn a Course Completion Certificate, an official Learners Point credential that confirms that you have successfully completed a course with us.
Prerequisites
To enrol in the Administering Cisco Contact Center Enterprise (CCEA) v1.0 Course, you are recommended to 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
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Frequently asked questions
The Administering Cisco Contact Center Enterprise (CCEA) v1.0 Course is a hands-on training program designed to help IT professionals and contact center administrators configure, manage and troubleshoot Cisco Contact Center Enterprise (CCE) environments. Our course is ideal for those who want to gain practical skills in operating large-scale and multi-channel customer engagement solutions powered by Cisco technologies.
This course will offer you the technical skills to administer and configure contact center systems, which are key to transitioning into a Contact Center Administrator or Manager role. You gain expertise in tools like Cisco Finesse, Precision Routing, and Voice XML applications, as well as learn to optimize call routing strategies. This helps you in improving both operational efficiency and customer service workflows.
To enrol in the CCEA v1.0 Training, you are recommended to complete several eligibility criteria. These include the following:
1. Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required
2. Working knowledge of Unified Communications Manager and voice gateways
3. Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation
In the Administering Cisco Contact Center Enterprise (CCEA) v1.0 Course, you will learn the core concepts necessary to manage and support a Cisco Contact Center Enterprise (CCE) environment. Some of these core topics are:
1. Cisco CCE Architecture Overview
2. Call Flow and Routing Concepts
3. ICM Script Editor and Call Scripting
4. Agent and Supervisor Configuration
5. Cisco Finesse Desktop Administration
6. Real-Time and Historical Reporting with CUIC
Earning the Administering Cisco Contact Center Enterprise (CCEA) v1.0 certification offers a variety of professional, technical and career-focused benefits. These benefits are as follows:
1. Gain skills in Enterprise Contact Center management
2. Stand out with Cisco-Certified credential
3. Qualify for specialized job roles across various sectors
4. Boost your career in the customer experience (CX) industry
5. Enhance troubleshooting and operational efficiency
6. Step toward advanced Cisco certifications
After completing the Administering Cisco Contact Center Enterprise (CCEA) v1.0 training course, you will be well-equipped to pursue a variety of administrative and operational roles. These job roles include:
1. Contact Center Administrator
2. Technical Support Engineer
3. Cisco Unified Communications (UC) Administrator
4. IT Systems Administrator
5. Customer Experience (CX) Support Specialist
6. Contact Center Engineer
Yes, the CCEA v1.0 course is specifically designed to prepare you for the official CCEA v1.0 certification exam. It is done in the following ways:
1. Curriculum is aligned with Cisco’s official exam blueprint
2. Includes hands-on labs and simulations
3. Instructor-led exam guidance sessions
4. Regular mock exams & practice exercises conducted
5. Taught using real-world use cases
6. Builds confidence in using Cisco CCE Tools
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