COURSE LIST / COURSE BY TECHNOLOGY VENDORS / CISCO

CCEF - Understanding Cisco Contact Center Enterprise Foundations v1.0

Course Summary:

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.

Course Duration: 1 day

Course Content:

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

Lab outline

This class does not have any labs.