CCEF - Understanding Cisco Contact Center Foundations
Audience:
The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles. Primary audiences: • Deployment Engineers • Technical Sales • Account and Project Managers Secondary audiences: • Managers overseeing CCE deployments • Business LiaisonsPrerequisites:
The knowledge and skills that students are expected to have before attending this course are: • Basic knowledge of networking (Windows A/D, 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 Here are recommended Cisco learning offerings that may help students meet these prerequisites: • Cisco CCNA Course • Cisco CLFNDU CourseDescription:
This course is an architectural overview of the CCE Solution components and deployment models. The course is intended for all Admin and Deployment audiences as well as Management and Executives in order to understand the business application of the CCE solution. For Admin and Deployment audiences, the course provides framework around the interrelationship between both core and optional components required to affectively configure, support, deploy and troubleshoot the CCE solution.
Course Objectives:
Upon completing this course, students will be able to meet these 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
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This course is delivered remotely via our partnership with Sunset Learning.
Scheduled Courses
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