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Understanding Cisco Contact Center Enterprise Foundations

WGAC-CSC-CCEF

Cisco Training Courses Certification 46a21f4384

Schedule

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Open
Cisco

Understanding Cisco Contact Center Enterprise Foundations

WGAC-CSC-CCEF

Athens

Language: English

EET UTC+02:00

Start date:06 Mar 2023 09:00
End date:06 Mar 2023 17:00
Duration:1 day
Open
Cisco

Understanding Cisco Contact Center Enterprise Foundations

WGAC-CSC-CCEF

London, City

Language: English

GMT UTC+00:00

Start date:11 Apr 2023 09:00
End date:11 Apr 2023 17:00
Duration:1 day

$ 790

Description

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)
  • [

b]Terms and Naming Conventions Used in CCE[/b]

  • 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

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:

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

The description for this course is currently being updated.
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