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