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 solution

• 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

Lab outline

• This class does not have any labs.

• Account and project managers
• Business liaisons
• Deployment engineers
• Managers overseeing CCE deployments
• Technical sales

To 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:

• CCNA®
• Understanding Cisco Foundation Collaborations (CLFNDU)