CCEFCICiscoCI-CCEF1.0<p>After taking this course, you should be able to: </p> <ul> <li>Provide a high-level overview of the Cisco Contact Center portfolio</li><li>List the key components within the Packaged Contact Center Enterprise (PCCE) architecture and their functions</li><li>Describe how calls flow through PCCE using appropriate terms and naming conventions</li><li>Introduce the tools used in the configuration, scripting, reporting and support of a PCCE deployment</li><li>Identify advanced features available within the PCCE solution</li></ul><p>To fully benefit from this course, you should have the following knowledge: </p> <ul> <li>Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required</li><li>Working knowledge of Unified Communications Manager and Voice Gateways</li><li>Basic understanding of IP networks</li></ul><p>Recommended Cisco offerings that may help you meet these prerequisites: </p> <ul> <li><span class="cms-link-marked"><a class="fl-href-prod" href="/swisscom/en/course/cisco-ccna"><svg role="img" aria-hidden="true" focusable="false" data-nosnippet class="cms-linkmark"><use xlink:href="/css/img/icnset-linkmarks.svg#linkmark"></use></svg>Implementing and Administering Cisco Solutions <span class="fl-prod-pcode">(CCNA)</span></a></span></li><li><span class="cms-link-marked"><a class="fl-href-prod" href="/swisscom/en/course/cisco-clfndu"><svg role="img" aria-hidden="true" focusable="false" data-nosnippet class="cms-linkmark"><use xlink:href="/css/img/icnset-linkmarks.svg#linkmark"></use></svg>Understanding Cisco Collaboration Foundations <span class="fl-prod-pcode">(CLFNDU)</span></a></span></li></ul><ul> <li>Account and project managers</li><li>Business liaisons</li><li>Deployment engineers</li><li>Managers overseeing CCE deployments</li><li>Technical sales</li></ul><p><strong>Introduction to CCE</strong> </p> <ul> <li>Cisco Contact Center Basics</li><li>Cisco Contact Center Fundamentals</li></ul><p><strong>Functionality of PCCE Components</strong> </p> <ul> <li>Public Switched Telephone Network (PSTN) and Voice Gateways</li><li>Cisco Unified Border Element (CUBE)</li><li>[</li></ul><p> b]Terms and Naming Conventions Used in CCE[/b] </p> <ul> <li>CCE Access Environment</li><li>CCE Routing Configuration</li></ul><p><strong>Access Tools Available in CCE</strong> </p> <ul> <li>Single Pane of Glass (SPOG)</li><li>Cisco Intelligent Contact Management (ICM) Configuration Manager</li></ul><p><strong>Discovering CCE Features Beyond Default</strong> </p> <ul> <li>Agent Management</li><li>Agent Efficiency</li></ul>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 solutionTo 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 Collaboration Foundations (CLFNDU)- Account and project managers - Business liaisons - Deployment engineers - Managers overseeing CCE deployments - Technical salesIntroduction 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 Efficiency1 day950.00750.00830.00525.00525.00525.00960.00995.0073400.001375.00995.001290.001290.001290.001290.001290.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.0010.00