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Course Schedule
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Overview
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.
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. Interaction Manager and Contact Flows – Creating and deploying contact flows for IVR and ACD functionalities. Agent and Supervisor Functions – Configuring teams, productivity features, and customizing desktop interfaces. ICM Scripting and Call Handling – Building basic ICM scripts, implementing call treatment, queuing, and microapps. Precision Routing and Transfers – Advanced routing and internal call handling techniques. VXML Applications – Developing and integrating VXML applications for enhanced call flows. Reporting with CUIC – Generating, customizing, and managing reports and dashboards. Advanced Scripting and Data Exchange – Designing complex scripts and performing database lookups. Troubleshooting and Support – Using diagnostic tools, health checks, and escalation procedures. This course is designed to equip learners with the knowledge needed for effectively managing and enhancing a Cisco Webex Contact Center Enterprise environmen
FAQ
What if I have to reschedule my class due to conflict?
Ten (10) business days’ notice is required to reschedule a class with no additional fees. Notify TOPTALENT LEARNING as soon as possible at 469-721-6100 or by written notification to info@toptalentlearning.com to avoid rescheduling penalties.
How do I enroll for this class?
Please contact our team at 469-721-6100; we will gladly guide you through the online purchasing process.
What happens once I purchase a class?
You will receive a receipt and an enrollment confirmation sent to the email you submitted at purchase. Your enrollment email will have instructions on how to access the class. Any additional questions our team is here to support you. Please call us at 469-721-6100.
What is your late policy?
If a student is 15 minutes late, they risk losing their seat to a standby student. If a student is 30 minutes late or more, they will need to reschedule. A no-show fee will apply. Retakes are enrolled on a stand-by basis. The student must supply previously issued courseware. Additional fees may apply.
What happens when I finish my class?
You will receive a ‘Certificate of Completion’ once you complete the class. If you purchased an exam voucher for the class, a team member from TOPTALENT LEARNING will reach out to discuss your readiness for the voucher and make arrangements to send it.