Understanding Cisco Contact Center Enterprise Foundations

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.

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: