Understanding Cisco Contact Center Enterprise Foundations
- Course Code CCEF
- Duration 1 day
- Version 1.0
Course Delivery
Jump to:
Course Delivery
This course is available in the following formats:
-
Class Connect HD
Connect to a class in HD
-
Company Event
Event at company
-
Public Classroom
Traditional Classroom Learning
-
Virtual Learning
Learning that is virtual
Request this course in a different delivery format.
Course Overview
TopThe Understanding Cisco Contact Center Enterprise Foundations (CCEF) 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.
Class-Connect™ HD
This is live hands-on interactive learning where you can attend a course from different training centres. This premium experience uses HD quality audio and video that connects the classrooms over a high capacity managed network to ensure a 'real time' experience. The instructor will be presenting from one location and students attending from other centres are able to interact with the instructor and other delegates using video and voice conferencing.
Course Schedule
TopTarget Audience
TopAnyone requiring an understanding of the Cisco Contact Center Enterprise solution
Course Objectives
TopAfter completing 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
Course Content
TopIntroduction 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
Labs
- This class does not have any labs.
Course Prerequisites
TopAttendees should meet the following prerequisites:
- Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required
- Working knowledge of Unified Communications Manager and Voice Gateways
- Basic understanding of IP networks
Test Certification
TopRecommended as preparation for the following exams:
- TBC
Follow on Courses
Top- /-/media/global-knowledge/rte-images/campaigns-and-promotions/aws_awardwebbanner.jpg?sc_lang=en-be https://www.globalknowledge.com/us-en/company/awards/ #000000
