Cisco Understanding Cisco Contact Center Enterprise Foundations (CCEF)
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 Objectives
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
Agenda
- Cisco Contact Center Basics
- Cisco Contact Center Fundamentals
- Public Switched Telephone Network (PSTN) and Voice Gateways
- Cisco Unified Border Element (CUBE)
- CCE Access Environment
- CCE Routing Configuration
- Single Pane of Glass (SPOG)
- Cisco Intelligent Contact Management (ICM) Configuration Manager
- Agent Management
- Agent Efficiency
FREE
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Course Type: Instructor Led