CCEF - Understanding Cisco Contact Center Enterprise Foundations


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.

Próximas Datas
  • Presencial
  • Virtual
  • Turma Confirmada
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Carga Horária:
16 horas
R$ 0,00
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Formatos de Entrega

Público Alvo

Account and project managers
Business liaisons
Deployment engineers
Managers overseeing CCE deployments
Technical sales


After taking 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

Pré Requisitos

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)

Conteúdo Programatico

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.