This course provides a comprehensive overview and detailed instruction on the Cisco Webex Contact Center Enterprise (Webex CCE). It covers foundational aspects, administration, configuration, routing, scripting, and troubleshooting. 

Course Objectives:

  • Introduction to Webex CCE – Understanding architecture, key features, multi-channel options, licensing, and scripting interfaces. 
  • Administration Portal – Navigation, access, customization, and portal management. 
  • Security Roles and User Configuration – Managing user roles, access groups, and bulk tools. 
  • Contact Center Skills – Agent skill configuration, scheduling, and Finesse considerations. 
  • Routing and Audio Management – Routing controls, audio file management, and interaction with contact flows. 
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Upcoming Schedules

Prerequisites

Required

  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required.
  • Working knowledge of Unified Communications Manager and voice gateways.

Course Outline

  • Enterprise solution
    • Webex Contact Center Enterprise overview
    • Standard/Additional Application availability
    • Digital (multi-channel) options
    • Contact Center Artificial Intelligence (CCAI) services overview
    • Licensing Options
  • Webex Contact Center Architecture overview
    • Security Considerations
    • Peering options overview
    • Infrastructure as a Service (IaaS) overview
  • PSTN/calling options
    • Agent options
  • Call/Data Flows overview
  • Scripting Interfaces Overview
    • Interaction Manager Designer
    • ICM Internet Script Editor  
    • CVP Call Studio
  • Options for connecting to the Webex Contact Center Enterprise Environment