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Cisco Packaged Contact Center Enterprise Admin v9 (CPCCEA)

Course Description Schedule Course Outline

Detailed Course Outline

  • IP Telephony and Call Centre Integration Overview.
  • Cisco Packaged Contact Centre Enterprise Architecture.
  • Cisco Contact Centre Enterprise (CCE)
  • Cisco Unified Communications Manager (CUCM)
  • Cisco Voice Portal (CVP)
  • Cisco Unified Intelligence Centre (CUIC)
  • Deployment Models used for Cisco Packaged Contact Centre Enterprise.
  • IP Telephony and Call Centre Call Flows.
  • Cisco Packaged Contact Centre Enterprise features.
  • Agent and Supervisor Roles.
  • User Privileges.
  • CTI Route Point and CTI Ports.
  • Applications, Triggers and Call Centre Queues.
  • Administering Prompts.
  • Administering Scripts.
  • Add/Delete/Modify Users.
  • Assigning Agents to Call Centre Queues.
  • Administration of Cisco Unified Communications Manager Integration and Configuration.
  • Verifying/Changing How Calls are Distributed from Call Centre Queues to Agents.
  • Administration of Call Centre Resources (Agents and Supervisors).
  • Administering Skills Based Resources and Teams.
  • Assigning/Modifying Skills and Skill Levels to Agents.
  • Introduction to the various Cisco Packaged Contact Centre Enterprise Agents.
  • Cisco IP Phone Agent.
  • Cisco Agent Desktop Installation and Configuration.
  • Cisco Finesse Desktop.
  • Cisco Supervisor Desktop Installation and Configuration.
  • Using the Cisco Packaged Contact Centre Enterprise Agents.
  • Cisco Packaged Contact Centre Enterprise Supervisor Web Page.
  • Using the Cisco Supervisor Desktop.
  • Monitoring Agents.
  • Administration tasks in High Availability Deployments.
  • Managing Localization and Time Zone Support.
  • Administration of Outbound Dialing Campaigns.
  • Monitoring and Recording.
  • Cisco Desktop Work Flow Administrator.
  • Quality Management.
  • Precision Routing.
  • Congestion Control.
  • License Administration.
  • Serviceability, Administration, Reports & Troubleshooting.
  • Administration of Reports.
  • Real Time Reports.
  • Database Backup and Restore.
  • Real Time Monitoring Tool.
  • Script Editor
  • Creating and Modifying Scripts
  • Script steps and variables
  • Testing and Verifying Scripts
  • Add-on services: such as Social Miner and MediaSense
  • Additional topics may be added on request.
 

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