HCIA-CC - HCIA Contact Center Training

OBJECTIVES
Learn about the contact center’s development history
Get familiar with eSpace CC solution
Know typical networks of eSpace CC
Understand interfaces and protocols of eSpace CC
Master functions of components in eSpace CC
Get familiar with U2980 LMT management page
Get familiar with WAS platform management and operation page
Get familiar with Agent management and operation page
Get familiar with CMS platform management and operation page
Get familiar with BIR platform management and operation page
Understand the planning and design principles of the eSpace CC system
Know how to install the software for the eSpace CC system
Understand the networking and hardware system of the eSpace U2980 series gateway
Understand the cable connections and applications of the U2980
Master the basic concepts of the U2980
Master the basic connection configuration of the U2980
Understand basic principles of the agent service
Get familiar with interworking configuration
Be skilled in agent service configuration
Get familiar with basic concepts and scenarios about routing in a contact center
Understand the call allocation policies
Be skilled in contact center policy configuration
Learn about basic principles of the IVR service
Be skilled at IVR service configuration
Understand basic concepts about eSpace BIR
Get familiar with the networking scheme, component relationships, and service process for the eSpace BIR voice report service
Be skilled in commissioning the eSpace BIR voice report service
Understand the basic concepts and functions of eSpace CMS
Know the component relationships and service processes of eSpace CMS
Get skilled in commissioning the eSpace CMS monitoring and inspection services
Configuration administrator routine operations
Operation administrator routine operations
Service manager routine operations
Inspector routine operations
Agent routine operations
Routine maintenance of the eSpace CC system
Methods for collecting logs for the eSpace CC system
Sequence for powering on the eSpace CC components upon power outage and methods for restarting the eSpace CC services
eSpace CC backup scenarios and policies
Methods for changing passwords for users in the eSpace CC system

PREREQUISITES
A general familiarity with PC operation system
A general familiarity with network knowledge
A general familiarity with communication theory
HCIA-UC Certification or similar knowledge

WHO SHOULD ATTEND
Assistant engineers or engineers who need to systematically understand or grasp the basics of eSpace CC or commonly used technology with eSpace CC solution planning and deployment of the primary technology decision-making ability.
Assistant engineers want to grasp the basic operation of Huawei eSpace CC and deployment capacity.

TOPICS
•eSpace CC Solution Introduction
•eSpace Contact Center Solution Networking Principles
•eSpace CC Administrator and User Configuration Pages
•eSpace CC Solution Installation and Deployment
•eSpace CC Gateway Service Commissioning
•eSpace CC Agent Service Commissioning
•eSpace CC Call Allocation and Routing Policies for the Agent Service
•eSpace CC Voice IVR Service Commissioning
•eSpace CC Report Service Commissioning
•eSpace CC Monitoring and Inspection Service Commissioning
•eSpace CC Routine Operations
•eSpace CC System Maintenance