(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.

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By default, our instructors deliver the courses remotely in real time in English. On-premise delivery and other languages available on request.

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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

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Dates and Prices

Date Language Location Price|

07.04.2025 - 07.04.2025

English

Online, GMT+2

800 €

810 $

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13.10.2025 - 13.10.2025

English

Online, GMT+2

800 €

810 $

Book now
All prices exclude VAT.

Language: English

Location: Online

Price:  800 € 810 $

Book now

Language: English

Location: Online

Price:  800 € 810 $

Book now

All prices exclude VAT.

What are CLCs (Cisco Learning Credits)?

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.

Didn’t find what you were looking for?

If you’re interested in training for teams, specific language or on-premise delivery, don’t hesitate to contact us. We will try to accommodate all your expectations to get you the best training experience.

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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.

Courses delivered by experts for experts in the making.

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A tech powerhouse with 30+ years of training & field experience

Industry-acclaimed, broadly expertised, and technically proficient

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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

Looking for something different?

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Course Instructors

Knowledge is your greatest power. And it resides in the people that lead our courses.

Why NIL?

Global Leading Provider of Cisco Courses

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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FAQ

A remote lab is a virtual environment that provides access to Cisco equipment and software for hands-on practice. It allows learners to simulate real-world scenarios and apply what they have learned in a controlled setting, all from a remote location.

Labs work by providing a set of tasks or exercises that learners must complete using the remote lab environment. These tasks are designed to reinforce theoretical knowledge through practical application, often using real or simulated Cisco hardware and software configurations.

Access to labs is provided to learners by an instructor at the beginning of the training.

Access to the remote lab is limited to the duration of the course.

Accessing a remote lab requires a stable internet connection and a compatible web browser. Some labs may also require specific software or plugins to be installed on your computer. Detailed system requirements are provided in advance.

Not every course includes a remote lab. Whether a course includes a remote lab depends on the course’s objectives and structure. Courses focused on practical skills or technical certifications are more likely to include remote labs. Each training has lab exercises listed in its description.

To access the Course Book or Student Guide, you must have an active Cisco.com ID (CCO ID). Access details are provided a few days before the start date of the training and on the first day of the training by the instructor (in case an email from Cisco is missed).

Access to the Course Book (Student Guide) is related to the learners’s CCO ID and is valid for the life of a specific course.

Reach out to our team!

For any additional information, team training or language options, write to our team! We’re eager to help you meet your learning goals.

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