Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 Course

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course provides in-depth training on advanced administration tasks within the Cisco Contact Center Enterprise (CCE) solution. This course offers a deep dive into the technical and operational aspects of managing CCE, enabling participants to optimize the solution for proactive contact center management. It covers the complex requirements of deploying and maintaining a scalable CCE environment, focusing on advanced features and functionalities.

Throughout the course, learners will gain expertise in areas such as understanding PCCE architecture and its protocols, utilizing Bulk Import tools for efficient data management, and developing advanced scripting techniques for data exchange within CCE. The training emphasizes Cisco Unified Communications Manager (CUCM) initiated call flows, including configuring mobile agents and setting up post-call surveys for enhanced customer experience and service quality.

The course also covers customizing the Finesse desktop with gadgets. Hands-on labs are included to apply knowledge in areas like navigating CCE architecture, importing bulk data, and testing call flows.


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Learning Options for You

  • Live Training (Duration : 24 Hours)
  • Per Participant

Fee: On Request

Course Prerequisites

Participants should have basic networking and IP telephony knowledge, familiarity with CUCM and CVP, and experience with Contact Center operations. Also recommended is familiarity with the Finesse Agent and Supervisor desktops and basic Windows proficiency. Recommended Cisco courses for prerequisites include Administering Cisco Contact Center Enterprise (CCEA) and Understanding Cisco Contact Center Enterprise Foundations (CCEF).

Learning Objectives

The CCEAA v1.0 course covers advanced administration of Cisco CCE solutions. It includes understanding PCCE architecture, using Bulk Import tools, and advanced scripting. Topics include CUCM-initiated call flows, customizing Finesse desktops, deploying mobile agents, and implementing post-call surveys. Hands-on labs provide practical experience. The course helps optimize CCE solutions.

Target Audience

This course is designed for IT professionals, system engineers, and customers responsible for implementing and maintaining Cisco Contact Center solutions, particularly focusing on advanced administration. Target roles include Contact Center Administrators and Network Engineers specializing in voice or unified communications.


 

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