Administering Advanced Cisco Contact Center Enterprise (CCEAA) - Outline

Detailed Course Outline

PCCE Review

• Review PCCE Architecture and Components
• Review PCCE Protocols

Introducing Bulk Import Tools

• Use the PCCE Bulk Import Tool
• Use Bulk Import Templates

Configuring Advanced Scripting and CCE Data Exchange

• Design for Advanced Scripting
• CCE Data Exchange

Cisco Unified Communications Manager Initiated Call Flows

• Understand Transfer Types and Cisco Unified Custom Voice Portal (CVP) Call Flow Models
• Describe Subsequent Transfers

Using Gadgets to Customize the Finesse Desktop

• Obtain Finesse Custom Gadgets
• Deploy Finesse Custom Gadgets

Implementing Mobile Agent

• Examine Mobile Agent Functionality
• Identify Mobile Agent Architecture and Components

Implementing Post Call Survey

• Examine Post Call Survey Functionality
• Configure Post Call Survey