Understanding Cisco Contact Center Enterprise Foundations
- Référence CCEF
- Durée 1 Jour
- Version 1.0
Modalité pédagogique
Options de paiement complémentaires
- CLC 10
Classe inter à distance Prix
EUR990.00
hors TVA
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Modalité pédagogique
La formation est disponible dans les formats suivants:
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Classe inter à distance
Depuis n'importe quelle salle équipée d'une connexion internet, rejoignez la classe de formation délivrée en inter-entreprises.
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Classe inter en présentiel
Formation délivrée en inter-entreprises. Cette méthode d'apprentissage permet l'interactivité entre le formateur et les participants en classe.
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Intra-entreprise
Cette formation est délivrable en groupe privé, et adaptable selon les besoins de l’entreprise. Nous consulter.
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Résumé
Haut de pageThe 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.
Prochaines dates
Haut de page-
- Modalité: Classe inter à distance
- Date: 16 juin, 2025
- Centre: SITE DISTANT
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- Modalité: Classe inter à distance
- Date: 15 septembre, 2025
- Centre: SITE DISTANT
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- Modalité: Classe inter à distance
- Date: 15 décembre, 2025
- Centre: SITE DISTANT
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- Modalité: Classe inter à distance
- Date: 09 mars, 2026
- Centre: SITE DISTANT
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- Modalité: Classe inter à distance
- Date: 15 juin, 2026
- Centre: SITE DISTANT
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- Modalité: Classe inter à distance
- Date: 14 septembre, 2026
- Centre: SITE DISTANT
Public
Haut de pageAnyone requiring an understanding of the Cisco Contact Center Enterprise solution
Objectifs de la formation
Haut de pageAfter 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
Programme détaillé
Haut de pageIntroduction 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.
Pré-requis
Haut de pageAttendees 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
Certification
Haut de pageRecommended as preparation for the following exams:
- TBC
Et après
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