Cisco Packaged Contact Centre Enterprise Admin

Dates & Locations
Available on request

Duration 4 days

RRP £1,995 + VAT call/email for your discount

Target Audience
Administrators, or anyone who or needs an understanding of the Cisco Packaged Contact Centre Enterprise implementation and scripts e.g. Channel Partner / Reseller, Customer, Employee.

Prerequisites

A basic knowledge of data and voice networks. Delegates do not require any previous experience with Cisco Packaged Contact Centre Enterprise.

Course Objectives
The course will provide the skills and knowledge necessary for day-to-day administration and management tasks of a Cisco Packaged Contact Centre Enterprise deployment. The focus will be on the administrative tasks required for adding, moving and changing agents as well as administering Cisco Packaged Contact Centre Enterprise messaging features. Delegates will learn how to create and modify Cisco Packaged Contact Centre Enterprise scripts.

Course Content
• 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.

Additional Information
This course runs as an open course in a flexible format based on the needs of the delegates. Alternatively, it can be tailored to meet the needs of a specific customer implementation and delivered to a closed group of delegates.

To book this course please contact Leanne Heaven on 01285 647 041,

or email leanne.heaven@clusterlearning.com.

Next Steps

You can contact us using the details below or alternatively request a call back.

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+44 (0) 1285 627 103

info@clusterlearning.com

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