Instructorctclc admin
TypeOnsite Course
Duration
1 Days
Methods of Delivery
ILT, VIRTUAL/WEBEX, ON-SITE
Price$995.00
Buy NowBook Now

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.

How you’ll benefit

This course 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

Click here for our Schedules

When registering through the website for this class please email ddoan@ctclc.com or call Donna at 219-764-3800

Why Attend With Current Technologies CLC

  • Our Instructors are the top 10% rated by Cisco
  • Our Lab has a dedicated 500 Mbps Fiber Connection
  • Our Lab Run up to Date version of Code on our Servers

Course Objectives

Who Should Attend

Prerequisites

Course Outline

Download Outline

Upon completing this course, the student will be able to meet these objectives:

  • 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

The primary audience for this course is as follows:

  • Account and Project Managers
  • Business Liaisons
  • Deployment Engineers
  • Managers overseeing CCE Deployments
  • Technical Sales

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

Recommended Cisco offerings that may help you meet  these prerequisites:

  • Implementing and Administering Cisco Solutions (CCNA®)
  • Understanding  Cisco Foundation Collaborations  (CLFNDU)

Module 1: Introduction to CCE

  • Cisco Contact Center Basics
  • Cisco Contact Center Fundamentals

Module 2: Functionality of PCCE Components

  • Public Switched Telephone Network(PSTN) and Voice Gateways
  • Cisco Unified Border Element (CUBE)

Module 3: Terms and Naming Conventions Used in CCE

  • CCE  Access Environment
  • CCE  Routing Configuration

Module 4: Access Tools Available in CCE

  • Single Pane of Glass (SPOG)
  • Cisco Intelligent Contact Management (ICM) Configuration Manager

Module 5: Discovering CCE Features Beyond Default

  • Agent Management
  • Agent Efficiency

CCEF 1.0