Administering Cisco Contact Center Enterprise (CCEA) v1.0 Course in Australia
Configure call settings & deploy Cisco UCCE components
32 hours of an 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 innovative 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 minimise 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, switches) 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 in Australia offers in-depth training for professionals looking to master the configuration, operation and maintenance of Cisco Contact Center Enterprise (CCE) environments. Our training is ideal for individuals who support or administer CCE solutions and want to build skills that align with Cisco's enterprise communication systems.
The CCEA v1.0 Training in Australia is ideal for professionals working with or planning to manage Cisco-based contact center environments. The ideal candidates are:
● Contact Center Administrators
● System Engineers & Network Engineers
● IT Support & Help Desk Technicians
● Collaboration Engineers
● Cisco Channel Partners and Integrators
● IT Managers & Team Leads
● New Graduates with Cisco or Networking Background
In the Administering Cisco Contact Center Enterprise (CCEA) v1.0 Course in Australia, you will gain hands-on knowledge and practical skills in Precision Routing, a powerful feature within Cisco Unified Contact Center Enterprise (UCCE).
We teach Precision Routing and how it differs from traditional skill group routing in Cisco Contact Centers. You will also understand how Precision Routing allows for more personalised call delivery that improves service levels and agent efficiency.
Prior IT experience is not strictly required to enrol in the Administering Cisco Contact Center Enterprise (CCEA) v1.0 Training in Australia. However, it is highly recommended that you have basic networking or customer service system knowledge.
The CCEA v1.0 Course stands out from other contact center certifications in Australia due to its specialised focus on Cisco's UCCE platform, real-world lab-based training and vendor-recognised career advantages.
The course is designed for system administrators, support engineers and contact center operations professionals. While some courses are business-focused or highly technical, CCEA v1.0 focuses on both areas. This makes it ideal for both contact center managers and technical professionals.
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