CCEAA - Cisco Contact Center Enterprise Advanced Administration v1.0

Module 1 – PCCE Review

• PCCE Architecture and Components Review
• PCCE Protocols Review
• PCCE Call Flow Review
• PCCE Access Tools Review
• Discovery 01-1: Review Discovery
• Discovery 01-2: Navigating CCE Discovery Architecture and Components

Module 2 – Introducing Bulk Import Tools

• Use the PCCE Bulk Import Tool
• Use Bulk Import Templates
• Discovery 02-1: Importing Bulk Data

Module 3 – Configuring Advanced Scripting and CCE Data Exchange

• Design for Advanced Scripting
• CCE Data Exchange
• Using Call Studio
• Implement Database Lookup using VXML
• Collect Response from the Caller
• Invoking Call Studio Applications with CCE Routing Scripts
• Discovery 3-01 Creating VXML Application using Call Studio
• Discovery3-02 Configure Precision Queues
• Discovery 3-03 Creating CCE Routing Script
• Discovery 3-04 Customizing Finesse Desktop
• Discovery 3-05 Testing your Call Flow

Module 4 – CUCM Initiated Call Flows

• Understand Transfer Types and CVP Call Flow Models
• Describe Subsequent Transfers
• Perform UCM Configurations for Transfers
• Configure CUCM as Routing Client and Agent Transfers
• Discovery 4-01 Configure CUCM as Routing Client and Agent Transfers

Module 5 – Using Gadgets to Customize the Finesse Desktop

• Obtain Finesse Custom Gadgets
• Deploy Finesse Custom Gadgets
• Discovery 5-01 Deploying Finesse Gadgets

Module 6 – Implementing Mobile Agent

• Examining Mobile Agent Functionality
• Identify Mobile Agent Architecture and Components
• Configuring Mobile Agent
• Logging in as Mobile Agent
• Planning Mobile Agent Design and Integration
• Discovery 6-01 Implementing Mobile Agent

Module 7 – Implementing Post Call Survey

• Examining Post Call Survey Functionality
• Configuring Post Call Survey
• Reporting Considerations for Post Call Survey
• Discovery 7-01 Implementing Post Call Survey