Understanding Cisco Contact Center Enterprise Foundations
- Course Code CCEF
- Duration 1 day
- Version 1.0
Course Delivery
Additional Payment Options
- CLC 10 excl. VAT
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Course Delivery
This course is available in the following formats:
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Company Event
Event at company
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Public Classroom
Traditional Classroom Learning
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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.
Virtual Learning
This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.
Course Schedule
Top-
- Delivery Format: Virtual Learning
- Date: 17 March, 2025
- Location: Virtual
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- Delivery Format: Virtual Learning
- Date: 15 September, 2025
- Location: Virtual
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- Delivery Format: Virtual Learning
- Date: 01 December, 2025
- Location: Virtual
Target 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:
- There is no exam currently aligned to this course
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