CCEF: Understanding Cisco Contact Center Foundations

$995

1 Day
Cisco CLC Voucher Eligible

Course:

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

Outline

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

Audience

The target audience for this course is channel partners and field support 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 Liaisons

Prerequisites

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 Course

What You Will Learn

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