Contact Center Enterprise Advanced Administration and Reporting

Deployment Engineers and administrators involved in the implementation and operation of a Cisco Contact Center Enterprise (CCE) Solution.

After completing this course you should be able to:

• Describe the components, protocols and call flow of Cisco Packaged Contact Center Enterprise (PCCE) by referencing the discovery platform to prepare for further scripting and configuration activities.
• Run the CCE Bulk Import utility using the CCE Web Administration tool to develop a base line CCE configuration.
• Configure an advanced VoiceXML (VXML) application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools; present call data collected from the caller to the Agent desktop.
• Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to the Contact Center using CUCM and CCE configuration tools. This functionality enables CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports). This functionality can also enable non-Contact Center calls and calls handled by Agents, whether existing or new.
• Access and deploy custom gadgets to the Finesse desktop using the CCE Web Administration tool to further enhance functionality of the Finesse Agent Desktop.
• Successfully deploy Mobile Agent in a CCE Environment.
• Successfully deploy Post Call Survey in a CCE Environment.
• Explain the Cisco Unified Intelligence Center including the benefits and features of the system and describe the high-level architecture of Cisco Unified Intelligence Center in the UCCE environment.
• Understand the Cisco Unified Intelligence Center administration console to perform Cisco Unified Intelligence Center administrative, maintenance and provisioning functions.
• Discuss the functional attributes of the Cisco Unified Intelligence Center.
• Customize Cisco Unified Intelligence Center Reports and Views.

Attendees should meet the following prerequisites:

• 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

Cisco develops, manufactures and sells networking hardware, telecommunications equipment and other high-technology services and products. Through its numerous subsidiaries, such as OpenDNS, Webex, Jabber and Jasper, Cisco specialises into specific tech markets, such as the Internet of Things (IoT), domain security and energy management.

Cisco pioneered the concept of a local area network (LAN) being used to connect geographically disparate computers over a multiprotocol router system.

Cisco's products and services focus upon three market segments—enterprise, service provider, midsize and small business.

Cisco provides IT products and services across five major technology areas: Networking (including Ethernet, optical, wireless and mobility), Security, Collaboration (including voice, video, and data), Data Center, and the Internet of Things.

Cisco is the dominant vendor in the Australian market with leadership across all market segments. It uses its Australian office as one of the main headquarters for the Asia-Pacific region.

Cisco sponsors a line of IT professional certifications for Cisco products. 

It has been shown that Cisco certified professionals complete network related IT projects more quickly than non-certified professionals. They show more effectiveness in resolving network-related IT projects and resolving technical problems. The overall efficiency of a Cisco certified professional is far better than an uncertified professional. So, it makes a lot of sense to have Cisco certified professionals in a company.

Cisco Certifications

Cisco Certifications provide learning paths and qualifications for IT professionals working with Routing & Switching, Design, Security, Service Provider, Service Provider Operations, Data Centre, Voice, Wireless and Video.

Levels of Cisco Network Certifications

There are five levels of network certifications. They are Entry, Associate, Professional, Expert and Architect. Architect is the highest level of accreditation within the Cisco Career Certification Program.

•  Entry There are two certifications in this category, CCENT and CCT. Both of these certifications serve as a starting point for those who want to start a career in networking.
• Associate The associate level certification is considered as the foundation level for network certification. The different programs under this level include CCDA, CCNA collaboration, CCNA Data Center, CCNA Routing and Switching, CCNA Security, CCNA Service Provider, CCNA Service Provider Operations, CCNA Video, CCNA Voice and CCNA Wireless.
• Professional The professional level is an advanced level of certification. Individuals who go for this certification are equipped with more networking skills. Each certification under this level covers a different technology catering to the specific needs of varying jobs. Cisco professional certifications include CCDP, CCNP Collaboration, CCNP Data Center, CCNP Routing and Switching, CCNP Security, CCNP Service Provider, CCNP Service Provider Operations, CCNP Voice and CCNP Wireless.
• Expert The expert level certification is again an advance level of certification. The certification programs include CCDE, CCIE Collaboration, CCIE Data Center, CCIE Routing and Switching, CCIE Security, CCIE Service Provider, CCIE Service Provider Operations and CCIE Wireless. These certifications are the most prestigious networking certifications with worldwide acceptance.
• Architect The architect level is the highest level of certification from Cisco. Individuals with CCAr certification have the expertise to support the increasingly complex networks of global companies, and effectively decode business strategies into evolutionary technical strategies.

Contact us now to learn how Cisco certification and training courses can benefit you and your enterprise.