CCEF v1.0 – Understanding Cisco Contact Center Enterprise Foundations


Ota yhteyttä

Voit olla meihin yhteydessä ja tiedustella koulutuksistamme täydentämällä yhteystietosi ja koulutuksen nimen oheen.

Tilaa uutiskirje

Haluan tarjouksia ja tietoa koulutuksista sähköpostiini.

Tietosuojalauseke ja yksityisyys

Annan Insoft Services Ltd:lle oikeuden olla minuun yhteydessä. Annan Insoft Servicelle oikeuden käsitellä, kerätä ja tallentaa tietojani. Kaikki annetut tiedot käsitellään tietoturvallisesti tietosuojalausekkeen mukaisesti.

Tulevat päivämäärät

Oct 17 2022
09:00 - 17:00

Nov 14 2022
09:00 - 17:00

Dec 12 2022
09:00 - 17:00

Jan 9 2023
09:00 - 17:00

Feb 6 2023
09:00 - 17:00

Mar 6 2023
09:00 - 17:00

  • CCEF v1.0 – Understanding Cisco Contact Center Enterprise Foundations
    1 days  (Instructor Led Online)  |  Unified Contact Center

    Course Details


    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.

    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


    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


    • 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.


    • Account and project managers
    • Business liaisons
    • Deployment engineers
    • Managers overseeing CCE deployments
    • Technical sales


    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:

    • CCNA®
    • Understanding Cisco Foundation Collaborations (CLFNDU)