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    • CCEAA v1.0 - Administering Advanced Cisco Contact Center Enterprise

    Enroll Now
    Duration
    3 days
    Delivery
    (Online and onsite)
    Price
    Price Upon Request

    The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course teaches you how to execute advanced administration tasks associated with the Cisco® Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.

    This class will help you:

    • Learn how to optimize management of CCE solutions for proactive management of contact centers tasks
    • Manage the effects of using CCE solutions for scalability and interaction between the solution components for centralized application management

    After taking 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.
    • PCCE Review
      • Review PCCE Architecture and Components
      • Review PCCE Protocols
    • Introducing Bulk Import Tools
      • Use the PCCE Bulk Import Tool
      • Use Bulk Import Templates
    • Configuring Advanced Scripting and CCE Data Exchange
      • Design for Advanced Scripting
      • CCE Data Exchange
    • Cisco Unified Communications Manager Initiated Call Flows
      • Understand Transfer Types and Cisco Unified Custom Voice Portal (CVP) Call Flow Models
      • Describe Subsequent Transfers
    • Using Gadgets to Customize the Finesse Desktop
      • Obtain Finesse Custom Gadgets
      • Deploy Finesse Custom Gadgets
    • Implementing Mobile Agent
      • Examine Mobile Agent Functionality
      • Identify Mobile Agent Architecture and Components
    • Implementing Post Call Survey
      • Examine Post Call Survey Functionality
      • Configure Post Call Survey

    Lab Practice

    • Review Discovery
    • Navigate CCE Discovery Architecture and Components
    • Import Bulk Data
    • Create a VXML Application Using Call Studio
    • Configure Precision Queues
    • Create a CCE Routing Script
    • Customize the Finesse Desktop
    • Test Your Call Flow
    • Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
    • Deploy Cisco Finesse Gadgets
    • Implement Mobile Agent
    • Deployment engineer
    • Sales engineer

    To fully benefit from this course, you should 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

    Recommended Cisco offerings that may help you meet these prerequisites:

    • Administering Cisco Contact Center Enterprise (CCEA)
    • Understanding Cisco Contact Center Enterprise Foundations (CCEF)
    • Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
    • Understanding Cisco Collaboration Foundations (CLFNDU)
    Overview

    The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course teaches you how to execute advanced administration tasks associated with the Cisco® Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.

    This class will help you:

    • Learn how to optimize management of CCE solutions for proactive management of contact centers tasks
    • Manage the effects of using CCE solutions for scalability and interaction between the solution components for centralized application management

    After taking 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.
    • PCCE Review
      • Review PCCE Architecture and Components
      • Review PCCE Protocols
    • Introducing Bulk Import Tools
      • Use the PCCE Bulk Import Tool
      • Use Bulk Import Templates
    • Configuring Advanced Scripting and CCE Data Exchange
      • Design for Advanced Scripting
      • CCE Data Exchange
    • Cisco Unified Communications Manager Initiated Call Flows
      • Understand Transfer Types and Cisco Unified Custom Voice Portal (CVP) Call Flow Models
      • Describe Subsequent Transfers
    • Using Gadgets to Customize the Finesse Desktop
      • Obtain Finesse Custom Gadgets
      • Deploy Finesse Custom Gadgets
    • Implementing Mobile Agent
      • Examine Mobile Agent Functionality
      • Identify Mobile Agent Architecture and Components
    • Implementing Post Call Survey
      • Examine Post Call Survey Functionality
      • Configure Post Call Survey

    Lab Practice

    • Review Discovery
    • Navigate CCE Discovery Architecture and Components
    • Import Bulk Data
    • Create a VXML Application Using Call Studio
    • Configure Precision Queues
    • Create a CCE Routing Script
    • Customize the Finesse Desktop
    • Test Your Call Flow
    • Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
    • Deploy Cisco Finesse Gadgets
    • Implement Mobile Agent
    • Deployment engineer
    • Sales engineer

    To fully benefit from this course, you should 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

    Recommended Cisco offerings that may help you meet these prerequisites:

    • Administering Cisco Contact Center Enterprise (CCEA)
    • Understanding Cisco Contact Center Enterprise Foundations (CCEF)
    • Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
    • Understanding Cisco Collaboration Foundations (CLFNDU)
      Upcoming Dates
    • ` 16 Nov - 18 Nov, 2026
    • ` 14 Dec - 16 Dec, 2026
    • ` 11 Jan - 13 Jan, 2027
    • ` 8 Feb - 10 Feb, 2027
    • ` 8 Mar - 10 Mar, 2027
    • ` 5 Apr - 7 Apr, 2027

    Follow Up Courses

    Order A-Z

    Order Z-A

    97 results

    • CCEI v1.0 - Implementing Cisco Contact Center Enterprise
      3 days

      16 Nov - 18 Nov, 2026

      14 Dec - 16 Dec, 2026

      11 Jan - 13 Jan, 2027

      8 Feb - 10 Feb, 2027

      8 Mar - 10 Mar, 2027

      5 Apr - 7 Apr, 2027

      Price on Request
      Book Now

    • (802.1X) 3.0 - Introduction to 802.1X Operations for Cisco Security Professionals
      3 days

      30 Nov - 2 Dec, 2026

      28 Dec - 30 Dec, 2026

      25 Jan - 27 Jan, 2027

      22 Feb - 24 Feb, 2027

      22 Mar - 24 Mar, 2027

      Price on Request
      Book Now

    • IPYNE v1.0 – Intermediate Python for Network Engineers
      5 days

      23 Nov - 27 Nov, 2026

      21 Dec - 25 Dec, 2026

      18 Jan - 22 Jan, 2027

      15 Feb - 19 Feb, 2027

      15 Mar - 19 Mar, 2027

      12 Apr - 16 Apr, 2027

      Price on Request
      Book Now

    • SPRI v2.0 – Implementing Cisco Service Provider Advanced Routing Solutions
      5 days

      30 Nov - 4 Dec, 2026

      28 Dec - 1 Jan, 2027

      25 Jan - 29 Jan, 2027

      22 Feb - 26 Feb, 2027

      22 Mar - 26 Mar, 2027

      Price on Request
      Book Now

    • SPFNDU v1.1 - Understanding Cisco Service Provider Network Foundations
      5 days

      30 Nov - 4 Dec, 2026

      28 Dec - 1 Jan, 2027

      25 Jan - 29 Jan, 2027

      22 Feb - 26 Feb, 2027

      22 Mar - 26 Mar, 2027

      Price on Request
      Book Now

    • ENCC v1.1 – Designing and Implementing Cloud Connectivity
      4 days

      16 Nov - 19 Nov, 2026

      14 Dec - 17 Dec, 2026

      11 Jan - 14 Jan, 2027

      8 Feb - 11 Feb, 2027

      8 Mar - 11 Mar, 2027

      5 Apr - 8 Apr, 2027

      Price on Request
      Book Now

    • ENNA v1.1 – Designing and Implementing Enterprise Network Assurance
      4 days

      16 Nov - 19 Nov, 2026

      14 Dec - 17 Dec, 2026

      11 Jan - 14 Jan, 2027

      8 Feb - 11 Feb, 2027

      8 Mar - 11 Mar, 2027

      5 Apr - 8 Apr, 2027

      Price on Request
      Book Now

    • SVPN v1.1 - Implementing Secure Solutions with Virtual Private Networks
      5 days

      30 Nov - 4 Dec, 2026

      28 Dec - 1 Jan, 2027

      25 Jan - 29 Jan, 2027

      22 Feb - 26 Feb, 2027

      22 Mar - 26 Mar, 2027

      Price on Request
      Book Now

    • SPCOR v1.2 – Implementing and Operating Cisco Service Provider Network Core Technologies
      5 days

      30 Nov - 4 Dec, 2026

      28 Dec - 1 Jan, 2027

      25 Jan - 29 Jan, 2027

      22 Feb - 26 Feb, 2027

      22 Mar - 26 Mar, 2027

      Price on Request
      Book Now

    • SPVI v1.1 - Implementing Cisco Service Provider VPN Services
      5 days

      30 Nov - 4 Dec, 2026

      28 Dec - 1 Jan, 2027

      25 Jan - 29 Jan, 2027

      22 Feb - 26 Feb, 2027

      22 Mar - 26 Mar, 2027

      Price on Request
      Book Now

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