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 Trainer
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
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 equips you with skills to manage Cisco’s contact center solutions, critical for Saudi Arabia’s growing tech sector. You’ll master tools like Script Editor, Cisco Finesse, and Call Studio, enabling efficient call handling and precision routing.
This course focuses on Cisco-specific expertise, offering hands-on labs to configure agent teams and run Unified Intelligence Center reports. Our learners enhance career prospects in telecom and IT, aligning with Vision 2030’s digital transformation goals.
Yes, this course is highly beneficial for project managers overseeing contact center projects. It provides in-depth knowledge of Cisco Contact Center technologies like call flow configuration, agent workflow management, and Voice XML applications. We allow you to manage deployments and oversee your team with a deeper understanding of the technologies in use.
Our CCEA v1.0 course in KSA provides technical skills required to transition into IT roles, such as Contact Center Administrator, IT Support Specialist, or Network Engineer. You learn to configure and manage Cisco Contact Center systems, including the ability to optimize call routing, generate performance reports, and manage agent workflows. These are crucial skills in IT and network support roles.
In the CCEA v1.0 Course, we focus on the areas essential to manage and support a Cisco Contact Center Enterprise (CCE) environment. Some of them are mentioned below:
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
Here are the eligibility criteria you need to fulfil in order to enrol in the CCEA v1.0 course offered in Riyadh, Saudi Arabia:
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
After completing our course in Saudi Arabia, you can target a wide range of lucrative job roles. Some of them are:
1. Contact Center Administrator
2. Cisco Finesse Specialist
3. Voice XML Developer
4. Precision Routing Engineer
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