- Ways to Train:
- Live Classroom Class is delivered at a Centriq location with a live instructor actually in the classroom.
- Live Virtual Class Class is delivered live online via Centriq's Virtual Remote technology. Student may attend class from home or office or other location with internet access.
- HD Class Class is delivered via award winning HD-ILT at Centriq's facility. Students view the live instructor utilizing a 60'' HD monitor.
- Ways to Buy:
- Retail Class can be purchased directly via check, credit card, or PO.
- CV Centriq Vouchers Class is available for students using Centriq Vouchers.
- CP Centriq Choice Pass Eligible Class is available to students utilizing Centriq Choice Pass program.
Start Date | End Date | Duration | Days | Start Time | End Time | Time Zone | Location | Ways to Train | Ways to Buy | Price | |
---|---|---|---|---|---|---|---|---|---|---|---|
07.25.22 | 07.25.22 | 1 Day | M | 9:00AM | 5:00PM | Central | Virtual Only | Live Virtual Classroom | Cash CV Centriq Vouchers |
$895.00 2.0 CV
|
Enroll Now |
08.29.22 | 08.29.22 | 1 Day | M | 9:00AM | 5:00PM | Central | Virtual Only | Live Virtual Classroom | Cash CV Centriq Vouchers |
$895.00 2.0 CV
|
Enroll Now |
10.17.22 | 10.17.22 | 1 Day | M | 9:00AM | 5:00PM | Central | Virtual Only | Live Virtual Classroom | Cash CV Centriq Vouchers |
$895.00 2.0 CV
|
Enroll Now |
11.28.22 | 11.28.22 | 1 Day | M | 9:00AM | 5:00PM | Central | Virtual Only | Live Virtual Classroom | Cash CV Centriq Vouchers |
$895.00 2.0 CV
|
Enroll Now |
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
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
Course Completion
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
View the Understanding Cisco Contact Center Foundations (CCEF) Training Course 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