Catalog > All Topics

Understanding Cisco Contact Center Enterprise Foundations (CCEF)

Cisco
1 Days
Download Course Outline
$995.00
Request a Quote
10 Learning Credits
Share
Schedule
Export to CSV
    • T83115
    • 1 day
    • 10/24/2022 - 10/24/2022
    • 9:00 AM
    • (GMT -05:00) Central Daylight Time
    • Presented via WebEx
      • VC
        Virtual Classroom
        Attend any of our instructor-led classes virtually regardless of your physical location.
      • GTR
        Guaranteed to Run
        GTR classes are guaranteed to run as promised and delivered.
    Enroll Now
    • T83116
    • 1 day
    • 11/28/2022 - 11/28/2022
    • 9:00 AM
    • (GMT -06:00) Central Standard Time
    • Presented via WebEx
      • VC
        Virtual Classroom
        Attend any of our instructor-led classes virtually regardless of your physical location.
    Enroll Now
      • PC
        Private Class
        Privately train a group of your employees at your facility, virtually, or any of our locations.
    Request
  • LCLive Classroom
    Live Classroom
    Learn and interact with your instructor and peers in-person in our classrooms.
  • VCVirtual Classroom
    Virtual Classroom
    Attend any of our instructor-led classes virtually regardless of your physical location.
  • PCPrivate Class
    Private Class
    Privately train a group of your employees at your facility, virtually, or any of our locations.
  • GTRGuaranteed to Run
    Guaranteed to Run
    GTR classes are guaranteed to run as promised and delivered.
Course Summary
Show All

Description

The Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0 course gives you an overview of the Cisco® Packaged Contact Center Enterprise (PCCE) and Unified Contact Center Enterprise solutions. You will gain an understanding of contact center basics and describe the available Cisco contact center solutions and intended target customers. You will also focus on the Cisco Contact Center Enterprise (CCE) family of products and explore key features and functionality of the solution including architecture, major system components, and tools used for administration and reporting. This course is the foundation for additional courses required to deploy, configure, support, and troubleshoot Cisco CCE solutions.

Objectives

After taking this course, you should be able to:

  • Provide a high-level overview of the Cisco Contact Center portfolio
  • List the key components within the Packaged Contact Center Enterprise (PCCE) architecture and their functions
  • Describe how calls flow through PCCE using appropriate terms and naming conventions
  • Introduce the tools used in the configuration, scripting, reporting and support of a PCCE deployment
  • Identify advanced features available within the PCCE solution

Prerequisites

Who Should Attend

  • Account and project managers
  • Business liaisons
  • Deployment engineers
  • Managers overseeing CCE deployments
  • Technical sales

Outline

  • Introduction to CCE
    • Cisco Contact Center Basics
    • Cisco Contact Center Fundamentals
  • Functionality of PCCE Components
    • Public Switched Telephone Network (PSTN) and Voice Gateways
    • Cisco Unified Border Element (CUBE)
  • Terms and Naming Conventions Used in CCE
    • CCE Access Environment
    • CCE Routing Configuration
  • Access Tools Available in CCE
    • Single Pane of Glass (SPOG)
    • Cisco Intelligent Contact Management (ICM) Configuration Manager
  • Discovering CCE Features Beyond Default
    • Agent Management
    • Agent Efficiency