Understanding Cisco Contact Center Enterprise Foundations (CCEF)

Description
The Understanding Cisco Contact Center Enterprise Foundations (CCEF) training 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 training is the foundation for additional training required to deploy, configure, support, and troubleshoot Cisco CCE solutions.
This training also earns you 6 Continuing Education (CE) credits toward recertification.

How you’ll benefit
This training 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
• Earn 6 CE credits toward recertification

Technology areas
• Collaboration

Objectives

• Provide a high-level overview of the Cisco Contact Center portfolio
• List the key components within the 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