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This PowerPackage combines the content of the courses CCEF - Understanding Cisco Contact Center Enterprise Foundations and CCEA - Administering Cisco Contact Center Enterprise in one event.
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The CCEF 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 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 about the most important features and functions of the solution, including the architecture, the main system components and the tools used for administration and reporting. This course is the foundation for other courses required to deploy, configure, support, and troubleshoot Cisco CCE solutions.
The CCEA training provides you with contextual information about the call traffic between the components of the Cisco® Unified Contact Center Enterprise (UCCE) solution, including intelligent contact routing, call handling, network-to-desktop computer telephony integration (CTI) and multichannel contact management via an IP infrastructure. You will get hands-on training on how to use administrative tools to make routine additions, moves, and changes in an inbound contact center environment.
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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
- Cisco Unified Contact Center Review
- Deploying Basic Call Settings
- Building a Basic Cisco Unified Contact Center Enterprise Script
- Configuring Basic Agent Functionality
- Configuring Basic Call Treatment and Queuing
- Implementing Precision Routing
- Configuring RONA Support
- Configuring Agent Teams and Supervisors
- Administering the Cisco Finesse Desktop
- Implementing Voice XML Application
- Configuring Roles, Departments, and Business Hours
- Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
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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- Account and project managers
- Contact Center Enterprise (CCE) administrators
- Deployment engineers
- Technical sales
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Knowledge Prerequisites
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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 Cisco Unified Contact Center Enterprise architecture and operation
Empfohlene Kurse von Cisco, um die Voraussetzungen zu erfüllen:
- Understanding Cisco Contact Center Enterprise Foundations (CCEF)
- Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
- Understanding Cisco Collaboration Foundations (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!
-
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.
Request for customized courses
You can find the complete description of this course with dates and prices ready for download at as PDF.-
This PowerPackage combines the content of the courses CCEF - Understanding Cisco Contact Center Enterprise Foundations and CCEA - Administering Cisco Contact Center Enterprise in one event.
-
The CCEF 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 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 about the most important features and functions of the solution, including the architecture, the main system components and the tools used for administration and reporting. This course is the foundation for other courses required to deploy, configure, support, and troubleshoot Cisco CCE solutions.
The CCEA training provides you with contextual information about the call traffic between the components of the Cisco® Unified Contact Center Enterprise (UCCE) solution, including intelligent contact routing, call handling, network-to-desktop computer telephony integration (CTI) and multichannel contact management via an IP infrastructure. You will get hands-on training on how to use administrative tools to make routine additions, moves, and changes in an inbound contact center environment.
-
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
- Cisco Unified Contact Center Review
- Deploying Basic Call Settings
- Building a Basic Cisco Unified Contact Center Enterprise Script
- Configuring Basic Agent Functionality
- Configuring Basic Call Treatment and Queuing
- Implementing Precision Routing
- Configuring RONA Support
- Configuring Agent Teams and Supervisors
- Administering the Cisco Finesse Desktop
- Implementing Voice XML Application
- Configuring Roles, Departments, and Business Hours
- Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
You will receive the original course documentation from Cisco in English language as a Cisco E-Book.
-
Target Group
-
- Account and project managers
- Contact Center Enterprise (CCE) administrators
- Deployment engineers
- Technical sales
-
Knowledge 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 Cisco Unified Contact Center Enterprise architecture and operation
Empfohlene Kurse von Cisco, um die Voraussetzungen zu erfüllen:
- Understanding Cisco Contact Center Enterprise Foundations (CCEF)
- Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
- Understanding Cisco Collaboration Foundations (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.
Request for customized courses
You can find the complete description of this course with dates and prices ready for download at as PDF.