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 
 
How you’ll benefit
This class will help you:
Learn how to manage timely, disparate data using CCER as a reporting solution
Apply the CCE as a business solution to deploy, troubleshoot, and tailor application usage to support business processes.
Understand the foundational components of Contact Center Enterprise solutions
 
Who should enroll
Account and project managers
Business liaisons
Deployment engineers
Managers overseeing CCE deployments
Technical sales
 
Technology areas
Collaboration
 
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 
Recommended Cisco offerings that may help you meet these prerequisites:
Implementing and Administering Cisco Solutions (CCNA®)
Understanding Cisco Foundation Collaborations (CLFNDU)
 
COURSE OUTLINE
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.
 
Descargue el temario para conocer el detalle completo de los contenidos
 
Debido a las constantes actualizaciones de los contenidos de los cursos por parte del fabricante, el contenido de este temario puede variar con respecto al publicado en el sitio oficial, sin embargo, Netec siempre entregará la versión actualizada de éste.