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This course gives you an overview of Cisco® Packaged Contact Center Enterprise (PCCE) and Unified Contact Center Enterprise Solutions. You will gain an understanding of contact center fundamentals and describe the Cisco Contact Center solutions available and the intended target customers. In addition, you will focus on the Cisco Contact Center Enterprise (CCE) product family and learn the key features and functions of the solution, including the architecture, key system components, and tools used for administration and reporting. This course is the foundation for further courses required to deploy, configure, support and troubleshoot Cisco CCE solutions.
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Course Contents
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- 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
You will receive the original course documentation from Cisco in English language as a Cisco E-Book.
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Target Group
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- Customer and project managers
- Business contacts
- Technicians for deployment
- Managers who oversee CCE deployments
- Technical sales
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Knowledge Prerequisites
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You should have the following knowledge:
- Basic knowledge of networks (Windows Active Directory, SQL) and components (server, router, switch) is helpful, but not required
- Knowledge of Unified Communications Manager and voice gateways
- Basic understanding of IP networks
Recommended courses from Cisco to fulfill the prerequisites:
- CCNA®
- Understanding Cisco Foundation Collaborations (CLFNDU)
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Classroom training
- Do you prefer the classic training method? A course in one of our Training Centers, with a competent trainer and the direct exchange between all course participants? Then you should book one of our classroom training dates!
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Online training
- You wish to attend a course in online mode? We offer you online course dates for this course topic. To attend these seminars, you need to have a PC with Internet access (minimum data rate 1Mbps), a headset when working via VoIP and optionally a camera. For further information and technical recommendations, please refer to.
-
Tailor-made courses
-
You need a special course for your team? In addition to our standard offer, we will also support you in creating your customized courses, which precisely meet your individual demands. We will be glad to consult you and create an individual offer for you.
You can find the complete description of this course with dates and prices ready for download at as PDF.-
This course gives you an overview of Cisco® Packaged Contact Center Enterprise (PCCE) and Unified Contact Center Enterprise Solutions. You will gain an understanding of contact center fundamentals and describe the Cisco Contact Center solutions available and the intended target customers. In addition, you will focus on the Cisco Contact Center Enterprise (CCE) product family and learn the key features and functions of the solution, including the architecture, key system components, and tools used for administration and reporting. This course is the foundation for further courses required to deploy, configure, support and troubleshoot Cisco CCE solutions.
-
Course Contents
-
- 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
You will receive the original course documentation from Cisco in English language as a Cisco E-Book.
-
Target Group
-
- Customer and project managers
- Business contacts
- Technicians for deployment
- Managers who oversee CCE deployments
- Technical sales
-
Knowledge Prerequisites
-
You should have the following knowledge:
- Basic knowledge of networks (Windows Active Directory, SQL) and components (server, router, switch) is helpful, but not required
- Knowledge of Unified Communications Manager and voice gateways
- Basic understanding of IP networks
Recommended courses from Cisco to fulfill the prerequisites:
- CCNA®
- Understanding Cisco Foundation Collaborations (CLFNDU)
-
Classroom training
- Do you prefer the classic training method? A course in one of our Training Centers, with a competent trainer and the direct exchange between all course participants? Then you should book one of our classroom training dates!
-
Online training
- You wish to attend a course in online mode? We offer you online course dates for this course topic. To attend these seminars, you need to have a PC with Internet access (minimum data rate 1Mbps), a headset when working via VoIP and optionally a camera. For further information and technical recommendations, please refer to.
-
Tailor-made courses
-
You need a special course for your team? In addition to our standard offer, we will also support you in creating your customized courses, which precisely meet your individual demands. We will be glad to consult you and create an individual offer for you.
You can find the complete description of this course with dates and prices ready for download at as PDF.
Online Training
Trainer language English