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This PowerPackage combines the content of the courses CCEAA - Administering Advanced Cisco Contact Center Enterprise and CCER - Reporting Cisco Contact Center Enterprise in one event.
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In the CCEAA course, you will learn how to perform advanced administration tasks in connection with the Cisco® Contact Center Enterprise (CCE) solution. For this purpose, the technical and operational requirements as well as the tools for configuring and ensuring the functionality of the CCE solution are examined in detail.
The CCER training provides an architectural overview of the components and deployment models of the Contact Center Enterprise (CCE) solution. You will learn about the end-to-end reporting solutions from CCE, which support customers and partners in creating reports and managing different data sources. The course explains the intricacies of analysis and troubleshooting in various application scenarios: Designed Tier 2 / Day 2 Support.
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Course Contents
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- PCCE Review
- Introducing Bulk Import Tools
- Configuring Advanced Scripting and CCE Data Exchange
- Cisco Unified Communications Manager Initiated Call Flows
- Using Gadgets to Customize the Finesse Desktop
- Implementing Mobile Agent
- Implementing Post Call Survey
- Cisco Unified Intelligence Center Foundations
- Cisco Unified Intelligence Center Administration and Operations Console
- Cisco Unified Intelligence Center Attributes
- Cisco Unified Intelligence Center Custom Reports and Views
You will receive the original course documentation from Cisco in English language as a Cisco E-Book.
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Target Group
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- Administrators
- Business contacts
- Technicians for deployment
- Managers overseeing CCE operations
- Deployment Engineer
- Sales Engineer
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Knowledge Prerequisites
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To fully benefit from this course, you should have the following knowledge:
- Basic knowledge of computer networking components: Windows Active Directory (AD) SQL Server and components (servers, routers, switch) is helpful but not required
- Understanding of Cisco Packaged Contact Center Enterprise components and call flows
- Experience administering Cisco Packaged Contact Center Enterprise
Recommended Cisco offerings that may help you meet these prerequisites:
- Understanding Cisco Contact Center Enterprise Foundations (CCEF)
- Administering Cisco Contact Center Enterprise (CCEA)
- Cisco Certified Network Associate (CCNA®)
- Understanding Cisco Foundation Collaborations (CLFNDU)
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Classroom training
- Do you prefer the classic training method? A course in one of our Training Centers, with a competent trainer and the direct exchange between all course participants? Then you should book one of our classroom training dates!
-
Online training
- You wish to attend a course in online mode? We offer you online course dates for this course topic. To attend these seminars, you need to have a PC with Internet access (minimum data rate 1Mbps), a headset when working via VoIP and optionally a camera. For further information and technical recommendations, please refer to.
-
Tailor-made courses
-
You need a special course for your team? In addition to our standard offer, we will also support you in creating your customized courses, which precisely meet your individual demands. We will be glad to consult you and create an individual offer for you.
Request for customized courses
You can find the complete description of this course with dates and prices ready for download at as PDF.-
This PowerPackage combines the content of the courses CCEAA - Administering Advanced Cisco Contact Center Enterprise and CCER - Reporting Cisco Contact Center Enterprise in one event.
-
In the CCEAA course, you will learn how to perform advanced administration tasks in connection with the Cisco® Contact Center Enterprise (CCE) solution. For this purpose, the technical and operational requirements as well as the tools for configuring and ensuring the functionality of the CCE solution are examined in detail.
The CCER training provides an architectural overview of the components and deployment models of the Contact Center Enterprise (CCE) solution. You will learn about the end-to-end reporting solutions from CCE, which support customers and partners in creating reports and managing different data sources. The course explains the intricacies of analysis and troubleshooting in various application scenarios: Designed Tier 2 / Day 2 Support.
-
Course Contents
-
- PCCE Review
- Introducing Bulk Import Tools
- Configuring Advanced Scripting and CCE Data Exchange
- Cisco Unified Communications Manager Initiated Call Flows
- Using Gadgets to Customize the Finesse Desktop
- Implementing Mobile Agent
- Implementing Post Call Survey
- Cisco Unified Intelligence Center Foundations
- Cisco Unified Intelligence Center Administration and Operations Console
- Cisco Unified Intelligence Center Attributes
- Cisco Unified Intelligence Center Custom Reports and Views
You will receive the original course documentation from Cisco in English language as a Cisco E-Book.
-
Target Group
-
- Administrators
- Business contacts
- Technicians for deployment
- Managers overseeing CCE operations
- Deployment Engineer
- Sales Engineer
-
Knowledge Prerequisites
-
To fully benefit from this course, you should have the following knowledge:
- Basic knowledge of computer networking components: Windows Active Directory (AD) SQL Server and components (servers, routers, switch) is helpful but not required
- Understanding of Cisco Packaged Contact Center Enterprise components and call flows
- Experience administering Cisco Packaged Contact Center Enterprise
Recommended Cisco offerings that may help you meet these prerequisites:
- Understanding Cisco Contact Center Enterprise Foundations (CCEF)
- Administering Cisco Contact Center Enterprise (CCEA)
- Cisco Certified Network Associate (CCNA®)
- Understanding Cisco Foundation Collaborations (CLFNDU)
-
Classroom training
- Do you prefer the classic training method? A course in one of our Training Centers, with a competent trainer and the direct exchange between all course participants? Then you should book one of our classroom training dates!
-
Online training
- You wish to attend a course in online mode? We offer you online course dates for this course topic. To attend these seminars, you need to have a PC with Internet access (minimum data rate 1Mbps), a headset when working via VoIP and optionally a camera. For further information and technical recommendations, please refer to.
-
Tailor-made courses
-
You need a special course for your team? In addition to our standard offer, we will also support you in creating your customized courses, which precisely meet your individual demands. We will be glad to consult you and create an individual offer for you.
Request for customized courses
You can find the complete description of this course with dates and prices ready for download at as PDF.