The Reporting Cisco Contact Center Enterprise (CCER) v1.0 course provides an architectural overview of the Contact Center Enterprise (CCE) Solution components and deployment models. You will learn the end-to-end reporting solutions of CCE designed to assist customers and partners in the task of creating reports and managing disparate data sources.

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* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

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

1
  • Introduction to CCE

  • Cisco Contact Center Basics
    Cisco Contact Center Fundamentals

2
  • Functionality of PCCE Components

  • Public Switched Telephone Network (PSTN) and Voice Gateways
    Cisco Unified Border Element (CUBE)

3
  • Terms and Naming Conventions Used in CCE

  • CCE Access Environment
    CCE Routing Configuration

4
  • Access Tools Available in CCE

  • Single Pane of Glass (SPOG)
    Cisco Intelligent Contact Management (ICM) Configuration Manager

5
  • Discovering CCE Features Beyond Default

  • Agent Management
    Agent Efficiency

Audience

This course is ideal for Account and project managers, Business liaisons, Deployment engineers, Managers overseeing CCE deployments, and Technical sales.

Language

English

Prerequisites

While there are no prerequisites for this course, please ensure you have the right level of experience to be successful in this training.

$2,195

Length: 1.0 day (8 hours)

Level:

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Course Schedule:

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11
Dec
Monday
10:00 AM ET -
6:00 PM ET
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