Understanding Cisco Contact Center Enterprise Foundations (CCEF)

The Understanding Cisco Contact Center Enterprise Foundations (CCEF) course 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. Introduction to CCECisco Contact Center BasicsCisco Contact Center FundamentalsFunctionality of PCCE ComponentsPublic Switched Telephone Network (PSTN) and Voice GatewaysCisco Unified Border Element (CUBE)Terms and Naming Conventions Used in CCECCE Access EnvironmentCCE Routing ConfigurationAccess Tools Available in CCESingle Pane of Glass (SPOG)Cisco Intelligent Contact Management (ICM) Configuration ManagerDiscovering CCE Features