Cisco Contact Center Enterprise Fundamentals (CCCEF)

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About this Course

Through targeted instruction and a series of hands on labs, this course will provide students with a fundamental understanding of Cisco Unified Communications and Unified Contact Center Enterprise environment. It introduces students to the basic role and operation of Unified Communications Manager, ICM, CVP and Unity Connection (UC).

Audience Profile

This course was developed for anyone in the contact center team who would like a better understanding of the intricacies of their Cisco contact center enterprise environment  This might include Business Analysts, Operations Specialists, Engineers Technicians or Managers. 

This course is for you if:

  • Your job requires an understanding of activities, decisions, and day to day tasks of the contact center team.
  • You need to better understand the underlying technologies of your contact center platform
  • You would like to get a flying start as a prelude before diving into more specialized areas of training
  • You need to be better able to communicate and make/recommend decisions at a technical level

At Course Completion

After completing this course, students will be able to...

  • Describe the Cisco Unified Communications Manager and Unity Connection Solution and identify key terms, configuration, and architecture.
  • Describe the Cisco Unified Contact Center Enterprise Solution and identify key terms, architecture and configuration requirements.
  • Summarize day to day tasks associated with UCCE agent support in regard to configuration and scripting..
  • Classify the tasks associated with Cisco Unified Contact Center Enterprise scripting to support CVP functionality.
  • Explain the additional configuration and scripting considerations to support complex business requirements.  For example, distinguish Auto-Attendant (Unity) from Agent/Skills/PQ (UCCE) functionality, given the requirements of a particular line of business.  

Prerequisites

  • Basic understanding of contact center KPIs
  • Basic knowledge of networking  and components is helpful but not required 
  • Functional use of a Windows PC and multitasking