In this course, you learn how to access Contact Center Manager Administration (CCMA), configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. You will learn how to configure Administrators through the multiple components of Access and Partition Management and how to bulk load data into the CCMA using the Configuration Tool. You will examine the switch interface and the acquisition of resources. You will discover different methods of system management, including viewing, creating, and modifying tabular and graphical real-time displays and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports


  • Upon completing this course, the learner will be able to meet these overall objectives:
  • Identify elements of Contact Center Manager
  • Access Contact Center Manager Administration
  • Describe and configure Threshold Classes
  • Administer Contact Center Manager Administration Resources in a SIP environment
  • Describe and configure Call Presentation Classes and Multiplicity Presentation Classes
  • Explain and configure Skillsets
  • Describe and configure Bull Load Data Configuration
  • Explain and configure Contact Center Management in a SIP environment
  • Describe and configure Access and Partition Management


  • Contact Center Manager Administration Access
  • Threshold Classes
  • Administering Switch Resources
  • Call Presentation Classes
  • Skillsets
  • Bulk Load Data Configuration
  • Contact Center Management
  • Real-Time Statistics and Formulas
  • Real-Time Reporting
  • Agent Desktop Display
  • Historical Statistics
  • Interpreting Reports
  • Historical Reporting

Global Knowledge is the worldwide leader in IT and business skills training. They deliver via training centers, private facilities, and the Internet, enabling their customers to choose when, where, and how they want to receive training programs and learning services.

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