Understanding Cisco Contact Center Enterprise Foundations

Kurskode CCEF
Varighet 1 dag
Versjon 1.0

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Virtuell læring Pris

NOK10,500.00

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Oversikt

Topp

The Understanding Cisco Contact Center Enterprise Foundations (CCEF) course gives you an overview of the Cisco® Packaged Contact Center Enterprise (PCCE) and Unified Contact Center Enterprise solutions. You will gain an understanding of contact center basics and describe the available Cisco contact center solutions and intended target customers. You will also focus on the Cisco Contact Center Enterprise (CCE) family of products and explore key features and functionality of the solution including architecture, major system components, and tools used for administration and reporting. This course is the foundation for additional courses required to deploy, configure, support, and troubleshoot Cisco CCE solutions.

Virtuell opplæring

V&C Select™ er et veldig enkelt konsept og svært fleksibelt. Du kan delta personlig i klassen eller som virtuell deltaker. Når deres team er geografisk splittet eller du har et begrenset reisebudsjett kan du benytte deg av vår virtuelle klasserom. Kursinnholdet er akkurat det samme som i et vanlig klasserom og deltakerne får en instruktør "live" via internett. Deltaker kan chatte og snakke med sin instruktør og sine medstudenter. Global Knowledge vil sende deg all informasjon du trenger før kurset slik at du kan teste innlogging.

Kursplan

Topp

Målgruppe

Topp

Anyone requiring an understanding of the Cisco Contact Center Enterprise solution

Kursmål

Topp

After completing 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 solution

Innhold

Topp

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)

Terms and Naming Conventions Used in CCE

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

Labs

This class does not have any labs.

Forkunnskaper

Topp

Attendees should meet the following prerequisites:

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 prerequisites: