The Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0 course gives you an overview of the Cisco Packaged Contact Center Enterprise (PCCE) and Unified Contact Center Enterprise solutions. You will learn about the Cisco Contact Center Enterprise (CCE) products and explore features and functionality of the solution including major system components.


* 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

  • Introduction to CCE

  • Cisco Contact Center Basics
    Cisco Contact Center Fundamentals

  • Functionality of PCCE Components

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

  • Terms and Naming Conventions Used in CCE

  • CCE Access Environment
    CCE Routing Configuration

  • Access Tools Available in CCE

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

  • Discovering CCE Features Beyond Default

  • Agent Management
    Agent Efficiency


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


Length: 1.0 day (8 hours)


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To request a custom delivery, please chat with an expert.