Understanding Cisco Contact Center Enterprise Foundations

• Account and project managers
• Business liaisons
• Deployment engineers
• Managers overseeing CCE deployments
• Technical sales

To fully benefit from this course, you should have the following knowledge:

• Basic knowledge of networking (Windows Active Directory, 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

Recommended Cisco offerings that may help you meet these prerequisites:

• Implementing and Administering Cisco Solutions (CCNA) v2.2
• Understanding Cisco Collaboration Foundations (CLFNDU)

After taking this course, you should be able to:

• Provide a high-level overview of the Cisco Contact Center portfolio
• List the key components within the Packaged Contact Center Enterprise (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