CCEF Understanding Cisco Contact Center Foundations v1.0

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.

Module 1 Introduction to CCE

• Contact Center Basics
• Key Performance Indicators
• Cisco Contact Center Fundamentals
• Cisco Contact Center Portfolio

Module 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

Module 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

Module 4 Access Tools Available in CCE

• SPOG (Single Pane of Glass)
• Configuration Manager
• Script Editor
• CUCM Web Administration
• Call Studio Application
• Gateway Access

Module 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

The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles.

Primary audiences:

• Deployment Engineers
• Technical Sales
• Account and Project Managers

Secondary audiences:

• Managers overseeing CCE deployments
• Business Liaisons