Cisco Understanding Cisco Contact Center Enterprise Foundations (CCEF)
E-Learning
Description
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 learn about the Cisco Contact Center Enterprise (CCE) products and explore features and functionality of the solution including major system components.
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.
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
Account and project managers
Business liaisons
Deployment engineers
Managers overseeing CCE deployments
Technical sales
| Lesson Id | Title | Description |
|---|---|---|
| 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 |
Self-Paced
Free
This course includes: :
Full lifetime access