Understanding Cisco Contact Center Foundations (CCEF)

Course Objectives:

Upon completing this course, students will be able to meet these objectives:

• Provide a high-level overview of the Cisco Contact Center portfolio
• List the key components within the PCCE architecture and their functions
• Describe how calls flow through PCCE using appropriate terms and naming conventions
• Introduce the tools used in the Configuration, Scripting, Reporting, and Support of a PCCE deployment
• Identify advanced features available within the PCCE solution

Prerequisites:

The knowledge and skills that students are expected to have before attending this course are:

• Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
• Working knowledge of Unified Communications Manager and Voice Gateways
• Basic understanding of IP networks

Here are recommended Cisco learning offerings that may help students meet these prerequisites:

• Cisco CCNA Course
• Cisco CLFNDU Course

Target Audience:

The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles.

Primary audiences:

• Deployment Engineers
• Technical Sales
• Account and Project Managers

Secondary audiences:

• Managers overseeing CCE deployments
• Business Liaisons

Outline:

Section 1 – Introduction to CCE

• Contact Center Basics
• Key Performance Indicators
• Cisco Contact Center Fundamentals
• Cisco Contact Center Portfolio

Section 2 – Functionality of PCCE Components

• PSTN and Voice Gateways
• Cisco Unified Border Element (CUBE)
• Cisco Unified SIP Proxy (CUSP)
• VXML Gateway and Virtual Voice Browser (VVB)
• Customer Voice Portal (CVP)
• Intelligent Contact Manager (ICM)
• Cisco Unified Communications Manager (CUCM)
• Finesse Agent Desktop
• PCCE Logical Call Flow

Section 3 – Terms and Naming Conventions Used in CCE

• CCE Access Environment
  • Peripherals
  • Routing Clients
  • Route Requests
• CCE Routing Configuration
  • Media Routing Domains
  • Dialed Numbers
  • Call Types
• CCE Scripting Basics
  • Scripts and Script Scheduling
  • Skill Targets
• CCE Target Verification and Selection
  • Agent Targeting Rule
  • Labels
• CCE Targets
  • Skill Groups
  • Precision Queues
  • Agents

Section 4 – Access Tools Available in CCE

• SPOG (Single Pane of Glass)
• Configuration Manager
• Script Editor
• CUCM Web Administration
• Call Studio Application
• Gateway Access

Section 5 – Discovering CCE Features Beyond Default

• Agent Management
  • Agent Greeting
  • Whisper
  • Silent Monitoring
• Agent Efficiency
  • Mobile Agent
  • Extension Mobility
  • Single Sign-on
• Customer Satisfaction
  • Courtesy Call Back
  • Post-Call Survey
• Advanced Features
  • Agent Request
  • Enterprise Chat and Email
  • Outbound Option
  • Task Routing
  • Video Contact Center
• Enhanced Integration
  • Avaya Support
  • ICM Gateway Support
  • Third Party Integration
  • Customer Virtual Assistant
  • Command Execution Pane