Administering Cisco Contact Center Enterprise [CCEA]

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Administering Cisco Contact Center Enterprise [CCEA]

Global Knowledge Network Netherlands B.V.
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Opleiderscore: starstarstarstarstar_border 7,8 Global Knowledge Network Netherlands B.V. heeft een gemiddelde beoordeling van 7,8 (uit 122 ervaringen)

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Startdata en plaatsen

computer Online: VIRTUAL TRAINING CENTER
23 aug. 2022 tot 26 aug. 2022
Toon rooster
event 23 augustus 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL205867.1
event 24 augustus 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL205867.2
event 25 augustus 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL205867.3
event 26 augustus 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL205867.4
computer Online: VIRTUAL TRAINING CENTER
27 sep. 2022 tot 30 sep. 2022
Toon rooster
event 27 september 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL206518.1
event 28 september 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL206518.2
event 29 september 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL206518.3
event 30 september 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL206518.4
placeNieuwegein (Iepenhoeve 5)
17 okt. 2022 tot 20 okt. 2022
Toon rooster
event 17 oktober 2022, 09:00-17:00, Nieuwegein (Iepenhoeve 5), NL199261.1
event 18 oktober 2022, 09:00-17:00, Nieuwegein (Iepenhoeve 5), NL199261.2
event 19 oktober 2022, 09:00-17:00, Nieuwegein (Iepenhoeve 5), NL199261.3
event 20 oktober 2022, 09:00-17:00, Nieuwegein (Iepenhoeve 5), NL199261.4
computer Online: VIRTUAL TRAINING CENTRE
17 okt. 2022 tot 20 okt. 2022
Toon rooster
event 17 oktober 2022, 09:00-17:00, VIRTUAL TRAINING CENTRE, NL199261V.1
event 18 oktober 2022, 09:00-17:00, VIRTUAL TRAINING CENTRE, NL199261V.2
event 19 oktober 2022, 09:00-17:00, VIRTUAL TRAINING CENTRE, NL199261V.3
event 20 oktober 2022, 09:00-17:00, VIRTUAL TRAINING CENTRE, NL199261V.4
computer Online: VIRTUAL TRAINING CENTER
25 okt. 2022 tot 28 okt. 2022
Toon rooster
event 25 oktober 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL207581.1
event 26 oktober 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL207581.2
event 27 oktober 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL207581.3
event 28 oktober 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL207581.4
computer Online: VIRTUAL TRAINING CENTER
22 nov. 2022 tot 25 nov. 2022
Toon rooster
event 22 november 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL208533.1
event 23 november 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL208533.2
event 24 november 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL208533.3
event 25 november 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL208533.4
computer Online: VIRTUAL TRAINING CENTER
13 dec. 2022 tot 16 dec. 2022
Toon rooster
event 13 december 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL209211.1
event 14 december 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL209211.2
event 15 december 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL209211.3
event 16 december 2022, 10:00-18:00, VIRTUAL TRAINING CENTER, NL209211.4
computer Online: VIRTUAL TRAINING CENTER
10 jan. 2023 tot 13 jan. 2023
Toon rooster
event 10 januari 2023, 10:00-18:00, VIRTUAL TRAINING CENTER, NL210578.1
event 11 januari 2023, 10:00-18:00, VIRTUAL TRAINING CENTER, NL210578.2
event 12 januari 2023, 10:00-18:00, VIRTUAL TRAINING CENTER, NL210578.3
event 13 januari 2023, 10:00-18:00, VIRTUAL TRAINING CENTER, NL210578.4
computer Online: VIRTUAL TRAINING CENTER
7 feb. 2023 tot 10 feb. 2023
Toon rooster
event 7 februari 2023, 10:00-18:00, VIRTUAL TRAINING CENTER, NL210584.1
event 8 februari 2023, 10:00-18:00, VIRTUAL TRAINING CENTER, NL210584.2
event 9 februari 2023, 10:00-18:00, VIRTUAL TRAINING CENTER, NL210584.3
event 10 februari 2023, 10:00-18:00, VIRTUAL TRAINING CENTER, NL210584.4
computer Online: VIRTUAL TRAINING CENTER
14 mrt. 2023 tot 17 mrt. 2023
Toon rooster
event 14 maart 2023, 10:00-18:00, VIRTUAL TRAINING CENTER, NL211207.1
event 15 maart 2023, 10:00-18:00, VIRTUAL TRAINING CENTER, NL211207.2
event 16 maart 2023, 10:00-18:00, VIRTUAL TRAINING CENTER, NL211207.3
event 17 maart 2023, 10:00-18:00, VIRTUAL TRAINING CENTER, NL211207.4

Beschrijving

Ontdek de verschillende trainingsmogelijkheden bij Global Knowledge

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Kies op welke manier jij of je team graag een training wilt volgen. Global Knowledge bied je verschillende trainingsmogelijkheden. Je kunt kiezen uit o.a. klassikaal, Virtueel Klassikaal (online), e-Learning en maatwerk. Met onze Blended oplossing kun je de verschillende trainingsvormen combineren.

OVERVIEW

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.

OBJECTIVES

After completing this course, you should be able to:

  • Navigate CCE configuration and scripting tools
  • Configure a dialed number, call type, and media routing do…

Lees de volledige beschrijving

Veelgestelde vragen

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Nog niet gevonden wat je zocht? Bekijk deze onderwerpen: Cisco Enterprise networks, Cisco, Cisco Network Technologies, Cisco Data Center en Netwerken (IT).

Ontdek de verschillende trainingsmogelijkheden bij Global Knowledge

Online of op locatie er is altijd een vorm die bij je past.

Kies op welke manier jij of je team graag een training wilt volgen. Global Knowledge bied je verschillende trainingsmogelijkheden. Je kunt kiezen uit o.a. klassikaal, Virtueel Klassikaal (online), e-Learning en maatwerk. Met onze Blended oplossing kun je de verschillende trainingsvormen combineren.

OVERVIEW

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.

OBJECTIVES

After completing this course, you should be able to:

  • 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

AUDIENCE

Contact Center Administrators and Day 2 Support

CERTIFICATION

Recommended as preparation for the following exams:

  • TBC

CONTENT

Cisco Unified Contact Center Review

  • Contact Center Basics
  • Components and Architecture

Deploying Basic Call Settings

  • Associate Basic Call Settings
  • Explore Media Routing Domains

Building a Basic Cisco Unified Contact Center Enterprise Script

  • Introduce Script Editor
  • Use Script Editor Nodes

Configuring Basic Agent Functionality

  • Introduce Agent Functionality
  • Configure Agent Desk Settings

Configuring Basic Call Treatment and Queuing

  • Explore Media Server and Files
  • Introduce Microapps

Implementing Precision Routing

  • Introduce Precision Routing Basics
  • Examine the Migration Path

Configuring RONA Support

  • Introduce RONA Functionality
  • Identify RONA Timeout Considerations

Configuring Agent Teams and Supervisors

  • Configuring Teams and Supervisors
  • Explore Agent Roles

Administering the Cisco Finesse Desktop

  • Administering Cisco Finesse Desktop
  • Introduce Cisco Finesse Administration

Implementing Voice XML Applications

  • Introduce VXML
  • Build a Basic Call Studio Project

Configuring Roles, Departments, and Business Hours

  • Examine Post-Call Survey Functionality
  • Configure Post-Call Survey

Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)

  • Configure Unified CC Enterprise Administrators
  • Configure Departments

Labs

  • Navigate CCE Discovery Architecture and Components
  • Explore ICM Configuration Tools
  • Administering ICM Dialed Numbers and Call Types
  • Prepare a Basic Label Script
  • Using ICM Tools for ICM Scripts
  • Configure ICM for Basic Agent and Skill Group Functionality
  • Configure UCM for Agent Functionality
  • Test Basic Skill Group Functionality in an ICM Script
  • Examine Media Files and Variables in ICM Scripts
  • Build Basic ICM Scripts with MicroApps
  • Configure and Implement Precision Routing
  • Configure RONA
  • Configure Agent Teams and Supervisors
  • Cisco Finesse Administration
  • Configure VXML Server and Install Call Studio
  • Create and Deploy a Call Studio Project
  • Integrate VXML Applications with a Unified CC Enterprise Script
  • Configuring Roles, Departments, and Business Hours
  • Run Unified IC Stock Reports

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