Esquema Detallado del Curso
Cisco Unified Contact Center Review
- Contact Center Basics
- Components and Architecture
Deploying Basic Call Settings
- Associate Basic Call Settings
- Explore Media Routing Domains
Building a Basic Cisco Unified Contact Center Enterprise Script
- Introduce Script Editor
- Use Script Editor Nodes
Configuring Basic Agent Functionality
- Introduce Agent Functionality
- Configure Agent Desk Settings
Configuring Basic Call Treatment and Queuing
- Explore Media Server and Files
- Introduce Microapps
Implementing Precision Routing
- Introduce Precision Routing Basics
- Examine the Migration Path
Configuring RONA Support
- Introduce RONA Functionality
- Identify RONA Timeout Considerations
Configuring Agent Teams and Supervisors
- Configuring Teams and Supervisors
- Explore Agent Roles
Administering the Cisco Finesse Desktop
- Administering Cisco Finesse Desktop
- Introduce Cisco Finesse Administration
Implementing Voice XML Applications
- Introduce VXML
- Build a Basic Call Studio Project
Configuring Roles, Departments, and Business Hours
- Examine Post-Call Survey Functionality
- Configure Post-Call Survey
Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
- Configure Unified CC Enterprise Administrators
- Configure Departments