(CCEF) Understanding Cisco Contact Center Enterprise Foundations
Optimize your contact center strategy with Cisco CCEF training: gain expertise in deployment, troubleshooting, and data-driven decision-making.
Duration
1 day
Version
1.0
CE Credits
6
The Cisco Continuing Education Program enables you to renew your certifications while exploring new learning paths and enhancing your skillset. It's a convenient way to stay certified without retaking exams. Click here to learn more.
CLCs
10
Cisco Learning Credits (CLCs) are prepaid training vouchers that can be used as investment into your knowledge. You can attend NIL Learning’s trainings and pay with CLCs. Click here to learn more.
By default, our instructors deliver the courses remotely in real time in English. On-premise delivery and other languages available on request.
Course Overview
The Understanding Cisco Contact Center Enterprise Foundations (CCEF) is an instructor-led or virtual instructor-led course, which 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.
This course will help you:
- Learn how to manage timely, disparate data using CCER as a reporting solution
- Apply the CCE as a business solution to deploy, troubleshoot, and tailor application usage to support business processes
- Understand the foundational components of Contact Center Enterprise solutions
Welcome to Your Path to Mastery!
Hey! Ready to learn and grow? I'm here to help you every step of the way!
Welcome aboard! This course is tailored to empower you with the knowledge and skills you need. We'll make learning engaging and fun, turning your challenges into achievements. Let's get started on your amazing journey!
Robert Lesar
Lead Instructor
Dates and Prices
| Date | Language | Location | Price|
|
|
|---|---|---|---|---|
|
07.04.2025 - 07.04.2025 |
English |
Online, GMT+2 |
800 € 810 $ |
Book now |
|
13.10.2025 - 13.10.2025 |
English |
Online, GMT+2 |
800 € 810 $ |
Book now |
| All prices exclude VAT. |
All prices exclude VAT.
Cisco Learning Credits (CLCs) are prepaid training vouchers that can be used as investment into your knowledge. You can attend NIL Learning’s trainings and pay with CLCs. Click to learn more.
Objectives
Gain expert IT skills with NIL Learning: Benefit from our blend of theory and practical experience. Enhance your growth with insights into current and future tech trends. Choose us for cutting-edge Cisco training and more, taught by field-proven experts to maximize your training investment.
- 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
Who should enroll?
This course is designed for:
- Account and project managers
- Business liaisons
- Deployment engineers
- Managers overseeing CCE deployments
- Technical sales
Course benefits:
Get expert knowledge
Our learning programs are designed and led by expert IT engineers, consultants, and instructors. We constantly implement participants’ feedback to improve courses.
Our experiences build your competencies
With 30+ years of experience, we’ve been on the market as long as Cisco. Our understanding of IT systems and industry job demands gives us the insight to guide you toward becoming a world-class expert yourself.
Rise above the industry average
Cisco courses are intended not only for passing the certification exam but also for developing your skills and rising above the industry average. Our instructors provide guidance and references that allow you to grow into a confident and competent professional.
Retain the knowledge longer
Our in-depth, non-interrupted learning program ensures you understand the bigger picture and retain the knowledge long term. It also reduces the risk of information loss and confusion.
Learn from the best in Cisco technologies
Our IT consultants-turned-instructors have years of experience and dedicate time to listening and interacting with participants within the course content. Their hands-on project involvement brings practical expertise to our learning programs.
Have peace of mind
We deliver on our promise and schedule. Rest assured, our instructors will give you knowledge, information, hints, and practical experiences around specific topics. Based on a global survey conducted by Cisco, NIL Learning instructors enjoy an average score of 4.78 out of 5.
Be ahead of the curve
As Cisco Platinum Learning Partner and technical community member, we create learning content for major technological vendors. NIL Learning is among the first to offer high-quality learning and training courses in Cisco Technologies.
Get more from a training
Our instructors deliver the courses with practical and useful examples from real-life situations. All NIL Learning instructors are field-proven experts – each both an active engineer and instructor.
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Course Outline
- 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
- There are no labs for this course.
Prerequisite Knowledge
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:
Associated Certifications
Why NIL?
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30+ years of experience
Since 1992, NIL has been at the forefront of advanced contributors to strategic partner Cisco technologies, learning curriculum and value-added solutions deployed to clients around the globe.
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Best instructor I’ve seen in a long time
He was the best instructor I’ve seen in a long time.
The skills of the trainer are priceless
It was a good training session. Very friendly and helpful, professional trainer. The skills of the trainer are priceless.
Instructor very knowledgeable and clear in his approach
The instructor was very knowledgeable and clear in his approach. Explained everything very nicely. Highly recommend him.