Seminarkatalog

The Administering Cisco Contact Center Enterprise (CCEA) v1.0 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.\n\nThis class will help you:\n\n\n\n- Leverage the Cisco Unified Contact Center Enterprise (UCCE) for a smooth integration of inbound and outbound voice applications to support multiple communication channels.\n- Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.

To fully benefit from this course, you should have the following knowledge:\n\n\n\n- Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required\n- Working knowledge of Unified Communications Manager and voice gateways\n- Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation\nRecommended Cisco offerings that may help you meet these prerequisites:\n\n\n\n- Understanding Cisco Contact Center Enterprise Foundations (CCEF)\n- Understanding Cisco Collaboration Foundations (CLFNDU)

- Account and project managers\n- Contact Center Enterprise (CCE) administrators\n- Deployment engineers\n- Technical sales