Understanding Cisco Contact Center Enterprise Foundations (CCEF) – Network Technology Academy

Understanding Cisco Contact Center Enterprise Foundations (CCEF)

Understanding Cisco Contact Center Enterprise Foundations (CCEF)

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

Course Outline

1 - INTRODUCTION TO CCE

Cisco Contact Center Basics
Cisco Contact Center Fundamentals

2 - FUNCTIONALITY OF PCCE COMPONENTS

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

3 - TERMS AND NAMING CONVENTIONS USED IN CCE

CCE Access Environment
CCE Routing Configuration

4 - ACCESS TOOLS AVAILABLE IN CCE

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

5 - DISCOVERING CCE FEATURES BEYOND DEFAULT

Agent Management
Agent Efficiency

Actual course outline may vary depending on offering center. Contact your sales representative for more information.

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Course Length: 1 Days

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