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Cisco Contact Center Course

course overview

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Overview

This 5 day course combines the 1 day CCEF course and the 4 day CCEA course. Booking both together saves you money and ensures your team gets the training they need as quickly as possible.


The Understanding Cisco Contact Center Enterprise Foundations (CCEF) course gives you an overview of the Cisco® Packaged Contact Center Enterprise (PCCE) and Unified Contact Center Enterprise solutions. Focusing on the Cisco Contact Center Enterprise (CCE) family of products, you will explore key features and functionality of the solution including architecture, major system components, and tools used for administration and reporting. This course is the foundation for additional courses required to deploy, configure, support, and troubleshoot Cisco CCE solutions.


The Administering Cisco Contact Center Enterprise (CCEA) course teaches you the contextual information around call flow between components in the Cisco® Unified Contact Center Enterprise (UCCE) solution including intelligent contact routing, call treatment, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management over an IP infrastructure. You receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.

Audience

Anyone requiring an understanding of the Cisco Contact Center Enterprise solution and who provides administration and Day 2 Support.

Skills Gained

After completing this course, you should be able to:

  • Provide a high-level overview of the Cisco Contact Center portfolio
  • List the key components within the Packaged Contact Center Enterprise (PCCE) architecture and their functions
  • Describe how calls flow through PCCE using appropriate terms and naming conventions
  • Introduce the tools used in the configuration, scripting, reporting and support of a PCCE deployment
  • Identify advanced features available within the PCCE solution
  • Navigate CCE configuration and scripting tools
  • Configure a dialed number, call type, and media routing domain
  • Build a basic Cisco Intelligent Contact Management (ICM) script
  • Configure agents and skill groups
  • Configure basic Interactive Voice Response (IVR) functionality
  • Implement attributes and precision queues
  • Configure Ring-No-Answer (RONA) using CCE configuration tools
  • Configure and populate an agent team and primary supervisor
  • Improve agent efficiency through finesse enhancements
  • Build and test a basic Voice XML (VXML) application
  • Implement roles, departments, and business hours
  • Run Cisco Unified Intelligence Center (CUIC) reports using the Reporting tool

Prerequisites

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

Outline

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.

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LVC = Live Virtual Class

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