Understanding Cisco Contact Center Enterprise Foundations (CCEF)

This course 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

This class does not have any labs.

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:

• Implementing and Administering Cisco Solutions (CCNA^®)
• Understanding Cisco Foundation Collaborations (CLFNDU)

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