Lantec | Course: CCEA - Administering Cisco Contact Center Enterprise

CCEA - Administering Cisco Contact Center Enterprise

4 days



The Administering Cisco Contact Center Enterprise is a 4-day course presented to CCE Administration personnel involved with “Day 2” support of a CCE solution deployment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound CCE environment. This course is intended for those administering the solution, or who may be responsible for Tier 1 support of the CCE solution. CCEF or equivalent knowledge is a prerequisite for this course.

Course Objectives:

Upon completing this course, students will be able to meet these objectives:

  • Navigate CCE configuration and scripting tools.
  • Configure a Dialed Number, Call Type and Media Routing Domain.
  • Build a basic ICM script.
  • Configure Agents and Skill Groups.
  • Configure basic IVR functionality.
  • Implement Attributes and Precision Queues.
  • Configure 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 VXML application.
  • Implement Roles, Departments and Business Hours.
  • Run CUIC Reports using the Reporting tool.

This course is delivered remotely via our partnership with Sunset Learning.

Scheduled Courses

Jan 25, 2022
Mar 22, 2022
May 03, 2022

Need to Request This Course On a Different Day?

LANTEC is very responsive to local client needs and unique or custom class demands. If you require a delivery date option for a class title on our schedule, please submit your specific request for immediate consideration. We can often accommodate countless additional courses NOT available on our public schedules, please inquire for personal assistance.
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Katie Bursley, United Way of NWLA

Juan’s instruction was exemplary—especially given the dynamic nature of Microsoft Office 365 in the age of COVID. He was engaging and aware of United Way’s mission as a former United Way employee. I’m not sure who on your team matched him to our needs, but your team is to be commended. It was a great fit.