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We're here to help you find itThe Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0 course is designed to provide a comprehensive introduction to the Cisco Contact Center Enterprise (CCE) environment. Aimed at learners who are new to the Cisco contact center platform, the course covers the basics and fundamentals of contact center operations, as well as the functionality of Packaged Contact Center Enterprise (PCCE) components.
Throughout the course, students will gain a solid understanding of key concepts, such as the Public Switched Telephone Network (PSTN), Voice Gateways, and the Cisco Unified Border Element (CUBE). The curriculum delves into essential terms, naming conventions, and access tools like the Single Pane of Glass (SPOG) and Cisco Intelligent Contact Management (ICM) Configuration Manager, ensuring that learners can navigate and manage the CCE environment effectively.
Additionally, the course explores CCE features that enhance agent management and efficiency, providing valuable insights that can lead to improved performance in a contact center setting. By the end of the course, participants will be well-equipped with the foundational knowledge necessary to work with Cisco Contact Center Enterprise solutions.
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Certainly! To ensure that participants can fully benefit from the Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0 course, the following prerequisites are recommended:
These prerequisites provide the foundational knowledge necessary to grasp the more advanced concepts covered in the CCEF course. It is important that students have a general awareness of these topics to facilitate a smoother learning experience.
The Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0 course is designed for IT professionals seeking to master the essentials of Cisco's CCE solutions.
The Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0 course provides foundational knowledge on the architecture, components, functionality, and management of Cisco Contact Center Enterprise solutions.
Learning objectives and outcomes:
The Public Switched Telephone Network (PSTN) is a global system that enables telephone communications via interconnected networks using copper wires, fiber-optic cables, and satellites. Essentially, it includes all the world's circuit-switched telephone networks, providing an infrastructure and services for public telecommunication. The PSTN uses traditional landline phones to connect calls through manual switching systems originally, evolving to automated electronic switching. It's the backbone of traditional telephony and has been seamlessly integrating newer technologies to continue serving voice communications needs efficiently.
Voice Gateways are devices used in telecommunications that act as bridges between different network types, allowing voice communications to be transmitted over digital networks like the internet. These gateways convert voice signals from analog to digital forms and vice versa, enabling seamless connectivity between traditional phone systems and modern VoIP (Voice over Internet Protocol) networks. This helps businesses maintain efficient communication systems by integrating old and new telephony technologies. Voice Gateways are essential for organizations looking to upgrade their communication systems while still supporting older infrastructure.
The Cisco Unified Border Element (CUBE) is a network function that acts as a bridge and facilitator for voice and video traffic between different networks. This technology is vital for managing communication sessions in Cisco's IP communications, especially when connecting enterprise networks to external networks or the internet. CUBE can perform tasks like protocol interworking (translating different communication protocols), secure connectivity, and transcoding (converting media formats for compatibility), enhancing the reliability and quality of voice and video calls across diverse network environments.
Single Pane of Glass (SPOG) is a technology term describing a management tool that allows you to view and control multiple pieces of information from different systems within a single user interface. This means instead of switching between multiple screens or systems to monitor or manage various parts of your business or IT environment, you can do it all from one screen. This approach simplifies management, improves decision-making speed, and enhances overall efficiency by providing a comprehensive view across all operations.
Cisco Intelligent Contact Management (ICM) Configuration Manager is a tool used to direct incoming customer communications to the most suitable resources in a contact center. It optimizes the handling of customer interactions across different channels such as phone, email, and chat by efficiently routing these communications based on predefined rules and real-time conditions. The Configuration Manager component allows administrators to set up and maintain the routing strategies, agent skill sets, and resource allocation necessary to manage customer queries effectively and improve overall service quality in contact centers.
The Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0 course is designed for IT professionals seeking to master the essentials of Cisco's CCE solutions.
The Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0 course provides foundational knowledge on the architecture, components, functionality, and management of Cisco Contact Center Enterprise solutions.
Learning objectives and outcomes:
