A 1-day overview of the Cisco Packaged Contact Center Enterprise and Unified Contact Center Enterprise solutions based on version 12.5. Architectural overviews explore solution components, sizing and deployment considerations, and key functionality and features. The course is intended for a broad audience including Business Decision Makers, Account Managers, Systems Engineers, Administrators, Application Specialists, and Deployment Engineers seeking to understand functional and business applications of the CCE solution. For technical audiences, this course is the foundation for additional courses required to deploy, configure, support, and troubleshoot Cisco CCE solutions.
Student Testimonials
Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus.
Student
Excellent presentation skills, subject matter knowledge, and command of the environment.
Student
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect.
Student
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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
Detailed Class Syllabus
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