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Understanding Cisco Contact Center Enterprise Foundations

  • Código del Curso CCEF
  • Duración 1 Día
  • Versión 1.0

Otros Métodos de Impartición

Otras opciones de pago

  • CLC 10

Aprendizaje Virtual Precio

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Método de Impartición

Este curso está disponible en los siguientes formatos:

  • Clase de calendario

    Aprendizaje tradicional en el aula

  • Aprendizaje Virtual

    Aprendizaje virtual

Solicitar este curso en un formato de entrega diferente.

The Understanding Cisco Contact Center Enterprise Foundations (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 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.

Virtual Learning

This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.

Calendario

Parte superior
    • Método de Impartición: Aprendizaje Virtual
    • Fecha: 19 agosto, 2024
    • Sede: Aula Virtual
    • Idioma: Inglés
    Por favor contáctenos

Dirigido a

Parte superior

Anyone requiring an understanding of the Cisco Contact Center Enterprise solution

Objetivos del Curso

Parte superior

After completing 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

Labs

  • This class does not have any labs.

Pre-requisitos

Parte superior

Attendees should meet the following prerequisites:

  • 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
Pre-requisitos:

Certificación de Prueba

Parte superior

Recommended as preparation for the following exams:

  • TBC

 

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