UNDERSTANDING CISCO CONTACT CENTER FOUNDATIONS (CCEF)

Description

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 a framework around the interrelationship between both core and optional components required to effectively configure, support, deploy, and troubleshoot the CCE solution.

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Solutions

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

  • Instructor-Led (the best training format we offer)
  • Live Online Classroom – Online Instructor-Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

StartFinishPublic PricePublic EnrollPrivate PricePrivate Enroll
12/20/202112/20/2021
01/10/202201/10/2022
01/31/202201/31/2022
02/21/202202/21/2022
03/14/202203/14/2022
04/04/202204/04/2022
04/25/202204/25/2022
05/16/202205/16/2022
06/06/202206/06/2022
06/27/202206/27/2022
07/18/202207/18/2022
08/08/202208/08/2022
08/29/202208/29/2022
09/19/202209/19/2022
10/10/202210/10/2022
10/31/202210/31/2022
11/21/202211/21/2022
12/12/202212/12/2022

Curriculum

Section 1 – Introduction to CCE

  • Contact Center Basics
  • Key Performance Indicators
  • Cisco Contact Center Fundamentals
  • Cisco Contact Center Portfolio

Section 2 – Functionality of PCCE Components

  • PSTN and Voice Gateways
  • Cisco Unified Border Element (CUBE)
  • Cisco Unified SIP Proxy (CUSP)
  • VXML Gateway and Virtual Voice Browser (VVB)
  • Customer Voice Portal (CVP)
  • Intelligent Contact Manager (ICM)
  • Cisco Unified Communications Manager (CUCM)
  • Finesse Agent Desktop
  • PCCE Logical Call Flow

Section 3 – Terms and Naming Conventions Used in CCE 

  • CCE Access Environment
    • Peripherals
    • Routing Clients
    • Route Requests
  • CCE Routing Configuration
    • Media Routing Domains
    • Dialed Numbers
    • Call Types
  • CCE Scripting Basics
    • Scripts and Script Scheduling
    • Skill Targets
  • CCE Target Verification and Selection
    • Agent Targeting Rule
    • Labels
  • CCE Targets
    • Skill Groups
    • Precision Queues
    • Agents

Section 4 – Access Tools Available in CCE

  • SPOG (Single Pane of Glass)
  • Configuration Manager
  • Script Editor
  • CUCM Web Administration
  • Call Studio Application
  • Gateway Access

Section 5 – Discovering CCE Features Beyond Default

  • Agent Management
    • Agent Greeting
    • Whisper
    • Silent Monitoring
  • Agent Efficiency
    • Mobile Agent
    • Extension Mobility
    • Single Sign-on
  • Customer Satisfaction
    • Courtesy Call Back
    • Post-Call Survey
  • Advanced Features
    • Agent Request
    • Enterprise Chat and Email
    • Outbound Option
    • Task Routing
    • Video Contact Center
  • Enhanced Integration
    • Avaya Support
    • ICM Gateway Support
    • Third Party Integration
    • Customer Virtual Assistant
    • Command Execution Pane