CCEF | Understanding Cisco Contact Center Enterprise Foundations 
 
Overview 
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. 

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 
 
Prerequisites 
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 
 
Who should enroll 
	
Account and project managers 
	
Business liaisons 
	
Deployment engineers 
	
Managers overseeing CCE deployments 
	
Technical sales   
 
COURSE OUTLINE
	
Introduction to CCE 
	
Functionality of PCCE Components 
	
Terms and Naming Conventions Used in CCE 
	
Access Tools Available in CCE 
	
Discovering CCE Features Beyond Default