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Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0 Course Overview

Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0 Course Overview

The 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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Course Prerequisites

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:


  • Basic understanding of networking and telecommunications concepts.
  • Familiarity with the basics of IP telephony and Voice over IP (VoIP).
  • Knowledge of Cisco IP Phones and Cisco Unified Communications Manager (CUCM) basics.
  • An understanding of call routing principles.

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.


Target Audience for Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0

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.


  • IT Support Staff involved in day-to-day interaction with the Cisco Contact Center Enterprise environment
  • Network Engineers responsible for designing, implementing, or managing Cisco Contact Center solutions
  • Cisco Contact Center Managers overseeing operational aspects of Cisco CCE
  • Systems Engineers aiming to understand the technical aspects of Cisco Contact Center Enterprise systems
  • Cisco Technical Assistance Center (TAC) staff specializing in Cisco Contact Center products
  • Cisco Partners and Sales Engineers needing foundational knowledge on CCE
  • Cisco Unified Communications Architects planning and integrating contact center infrastructure
  • Voice and Telecommunications Analysts working with PSTN and VoIP solutions within contact centers
  • Contact Center Supervisors looking to understand the technical environment for better team management
  • IT Professionals seeking to transition into contact center technology roles


Learning Objectives - What you will Learn in this Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0?

  1. 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.

  2. Learning objectives and outcomes:

  • Understand the basic concepts and architecture of Cisco Contact Center Enterprise (CCE).
  • Identify the core components and their roles within the Cisco Contact Center environment.
  • Comprehend the fundamentals of how calls are processed within the CCE infrastructure.
  • Learn the integration and functionality of Voice Gateways and Cisco Unified Border Element (CUBE) in a contact center context.
  • Familiarize with the common terms and naming conventions used in CCE for effective communication within a technical environment.
  • Gain knowledge on how to access and navigate the CCE Access Environment and understand the routing configurations.
  • Utilize the Single Pane of Glass (SPOG) for simplified management and the Cisco Intelligent Contact Management (ICM) Configuration Manager for configuration tasks.
  • Explore additional CCE features to enhance agent management and improve agent efficiency.
  • Understand the Public Switched Telephone Network (PSTN) and its relevance to call delivery in a contact center.
  • Develop a foundational understanding that prepares for more advanced study or certification in Cisco Contact Center solutions.

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