Understanding Cisco Contact Center Foundations

Master the Cisco Contact Center Foundations with this comprehensive course designed for deployment engineers, technical sales professionals, and managers, ensuring an exceptional understanding of the CCE solution's architecture and deployment models.

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Essential Skills Gained

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Understand the core components and deployment models of the Cisco Contact Center Enterprise (CCE) solution.

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Configure and support Cisco Contact Center environments effectively.

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Deploy critical application components and troubleshoot their integration in unified communications.

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Learn to manage and optimize the business application of CCE solutions within enterprise networks.

Format

  • Instructor-led
  • 1 days with lectures and hands-on labs.

Audience

  • Deployment Engineers
  • Technical Sales
  • Account and Project Managers
  • Managers overseeing CCE deployments

Description

This course is an architectural overview of the CCE Solution components and deployment models. The course is intended for all Admin and Deployment audiences as well as Management and Executives in order to understand the business application of the CCE solution. For Admin and Deployment audiences, the course provides a framework around the interrelationship between both core and optional components required to effectively configure, support, deploy, and troubleshoot the CCE solution.

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Upcoming Course Dates

July 28-28, 2025

10:00 AM - 6:00 PM

Virtual: Online - US/Eastern

Guaranteed to Run

Enroll

$995

November 10-10, 2025

10:00 AM - 6:00 PM

Virtual: Online - US/Eastern

Guaranteed to Run

Enroll

$995

Course Outline

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Section 1 – Introduction to CCE

  1. Contact Center Basics

  2. Key Performance Indicators

  3. Cisco Contact Center Fundamentals

  4. Cisco Contact Center Portfolio

Section 2 – Functionality of PCCE Components

  1. PSTN and Voice Gateways

  2. Cisco Unified Border Element (CUBE)

  3. Cisco Unified SIP Proxy (CUSP)

  4. VXML Gateway and Virtual Voice Browser (VVB)

  5. Customer Voice Portal (CVP)

  6. Intelligent Contact Manager (ICM)

  7. Cisco Unified Communications Manager (CUCM)

  8. Finesse Agent Desktop

  9. PCCE Logical Call Flow

Section 3 – Terms and Naming Conventions Used in CCE

  1. CCE Access Environment

    1. Peripherals

    2. Routing Clients

    3. Route Requests

  2. CCE Routing Configuration

    1. Media Routing Domains

    2. Dialed Numbers

    3. Call Types

  3. CCE Scripting Basics

    1. Scripts and Script Scheduling

    2. Skill Targets

  4. CCE Target Verification and Selection

    1. Agent Targeting Rule

    2. Labels

  5. CCE Targets

    1. Skill Groups

    2. Precision Queues

    3. Agents

Section 4 – Access Tools Available in CCE

  1. SPOG (Single Pane of Glass)

  2. Configuration Manager

  3. Script Editor

  4. CUCM Web Administration

  5. Call Studio Application

  6. Gateway Access

Section 5 – Discovering CCE Features Beyond Default

  1. Agent Management

    1. Agent Greeting

    2. Whisper

    3. Silent Monitoring

  2. Agent Efficiency

    1. Mobile Agent

    2. Extension Mobility

    3. Single Sign-on

  3. Customer Satisfaction

    1. Courtesy Call Back

    2. Post-Call Survey

  4. Advanced Features

    1. Agent Request

    2. Enterprise Chat and Email

    3. Outbound Option

    4. Task Routing

    5. Video Contact Center

  5. Enhanced Integration

    1. Avaya Support

    2. ICM Gateway Support

    3. Third Party Integration

    4. Customer Virtual Assistant

    5. Command Execution Pane

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