Understanding Cisco Contact Center Foundations (CCEF)

Training Summary
A 1-day overview of the Cisco Packaged Contact Center Enterprise and Unified Contact Center Enterprise solutions based on version 12.5. Architectural overviews explore solution components, sizing and deployment considerations, and key functionality and features. The course is intended for a broad audience including Business Decision Makers, Account Managers, Systems Engineers, Administrators, Application Specialists, and Deployment Engineers seeking to understand functional and business applications of the CCE solution. For technical audiences, this course is the foundation for additional courses required to deploy, configure, support, and troubleshoot Cisco CCE solutions.
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
1 Day/Lecture & Lab
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
Course Topics
  • Introduction to CCE
  • Functionality of PCCE Components
  • Terms and Naming Conventions Used in CCE
  • Access Tools Available in CCE
  • Discovering CCE Features Beyond Default

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