Understanding Cisco Contact Center Enterprise Foundations (CCEF) Online

Voraussetzungen

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) v2.2
• Understanding Cisco Collaboration Foundations (CLFNDU)

Zielgruppe

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

Detaillierter Kursinhalt

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)
• [

b]Terms and Naming Conventions Used in CCE[/b]

• 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