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Understanding Cisco Contact Center Enterprise Foundations (CCEF)
Duration
1 Day
Course
CSC-CCEF
Available Formats
Classroom Training, Online Training
Course Description
Overview
The 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.Objectives
This class will help you:
- Learn how to manage timely, disparate data using CCER as a reporting solution
- Apply the CCE as a business solution to deploy, troubleshoot, and tailor application usage to support business processes.
- Understand the foundational components of Contact Center Enterprise solutions
- 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
Audience
- Account and project managers
- Business liaisons
- Deployment engineers
- Managers overseeing CCE deployments
- Technical sales
Prerequisites
-
To fully benefit from this course, you should have the following knowledge:
- 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
- Implementing and Administering Cisco Solutions (CCNA®)
- Understanding Cisco Foundation Collaborations (CLFNDU)
Topics
Course 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
- This class does not have any labs.
Related Courses
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Implementing Cisco Advanced Call Control and Mobility Services (CLACCM)
CSC-CLACCM- Duration: 5 Days
- Delivery Format: Classroom Training, Online Training
- Price: 4,295.00 USD
-
Implementing Cisco Collaboration Cloud and Edge Solutions (CLCEI)
CSC-CLCEI- Duration: 5 Days
- Delivery Format: Classroom Training, Online Training
- Price: 4,300.00 USD
Self-Paced Training Info
Learn at your own pace with anytime, anywhere training
- Same in-demand topics as instructor-led public and private classes.
- Standalone learning or supplemental reinforcement.
- e-Learning content varies by course and technology.
- View the Self-Paced version of this outline and what is included in the SPVC course.
- Learn more about e-Learning
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