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Cisco Contact Center Enterprise Fundamentals (CCCEF)

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What's Included With This Class?​

365 Day neXT Learning Membership

Video Reference Library

Online Discussion Forums

Tech Talk Webinars

Goal-Based Learning Paths

Your neXT membership includes…

  • A 365 Day neXT Learning Membership is included with the class, giving you access to the below resources. Join thousands of other neXT members in your learning journey!

 

  • Video Reference Library: Thousands of recorded topics, many of which relate to the official technology curriculum, broken down into short, consumable videos. These videos are all on-demand and searchable by subject or course name. Get access to content and recordings from the entire technology stack, not just this class!

 

  • Online Discussion Forums: Technical discussion boards are available for you to interact with SLI instructors, SME’s, and other neXT Learning members. You can leave questions and expect to see quick responses as discussion boards are monitored daily.

 

  • Tech Talk Webinars: SLI hosts a series of technical webinars quarterly. These are virtual, interactive sessions for customers, instructors & SME’s to engage on a variety of topics, driven by our members. Sessions are recorded and archived for future viewing. Session Types: Delta & New Featured Topics, Open Q&A Workshops, Exam Prep & Guidance, Lab Demos. We are always open to new ideas and topics!

 

  • Goal-based Learning Paths: Learning paths are available for members who have a specific end goal in sight. SLI instructors have developed these paths which may contain videos, blogs, articles, or quizzes, combined to help learners meet specific objectives. Example learning paths: CCNA Exam Prep, Scripting for Beginners

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Overview

Through targeted instruction and a series of hands on labs, this course will provide students with a fundamental understanding of Cisco Unified Communications and Unified Contact Center Enterprise environment. It introduces students to the basic role and operation of Unified Communications Manager, ICM, CVP and Unity Connection (UC).

Target Audience

This course was developed for anyone in the contact center team who would like a better understanding of the intricacies of their Cisco contact center enterprise environment  This might include Business Analysts, Operations Specialists, Engineers, Technicians or Managers. 

This course is for you if:

  • Your job requires an understanding of activities, decisions, and day to day tasks of the contact center team.
  • You need to better understand the underlying technologies of your contact center platform
  • You would like to get a flying start as a prelude before diving into more specialized areas of training
  • You need to be better able to communicate and make/recommend decisions at a technical level

Prerequisites

  • Basic understanding of contact center KPIs
  • Basic knowledge of networking  and components is helpful but not required 
  • Functional use of a Windows PC and multitasking

Course Objectives

After completing this course, students will be able to…

  • Describe the Cisco Unified Communications Manager and Unity Connection Solution and identify key terms, configuration, and architecture.
  • Describe the Cisco Unified Contact Center Enterprise Solution and identify key terms, architecture and configuration requirements.
  • Summarize day to day tasks associated with UCCE agent support in regard to configuration and scripting.
  • Classify the tasks associated with Cisco Unified Contact Center Enterprise scripting to support CVP functionality.
  • Explain the additional configuration and scripting considerations to support complex business requirements. For example, distinguish Auto-Attendant (Unity) from Agent/Skills/PQ (UCCE) functionality, given the requirements of a particular line of business. 

Full Course Outline

Module 1: Exploring Communications Manager and Unity Connection
  • Describe, at a high level, the Cisco Communications Manager and Unity connection solution 
  • Describe the role of Cisco Unified Communications Manager  Clusters
  • Navigate the Cisco Unified Communications Manager  administration tools
  • Provision a phone with Cisco Unified Communications Manager  
  • Explore the use of Cisco Unified Communications Manager  phone templates
  • Explore Device pools
  • List and discuss the relevance and importance of Cisco Unified Communications Manager  features and services
  • Describe functionality of Unity Connection as a Voice Mail and/or Auto Attendant Solution
  • Configure Voice Mail Users and Mail box features
  • Configure Unity Connection Call Handlers 
Module 2: Exploring Unified Contact Center Enterprise (UCCE)
  • Describe,  the Cisco UCCE solution, including components and KPIs 
  • Examine a UCCE/CVP comprehensive call flow
  • Access the Cisco UCCE administration tool set
Module 3: Basic configuration and scripting for Agent Support
  • Utilize Cisco Unified Contact Center Enterprise Configuration manager
  • Utilize Cisco Unified Contact Center Enterprise Script Editor
  • Utilizing trouble shooting and verification tools within the UCCE administration tools program group
  • Introduction to variables
  • Adding skill groups and agents to a Cisco Unified Contact Center Enterprise deployment 
Module 4: Scripting for CVP
  • Understand the use and function of microapps
  • Discuss the management tasks associated with CVP media files
  • Build a simple script to support CVP functionality (Prompt, collect and queue)
Module 5: Advanced Considerations
  • Understand the use of reporting touch points in a Cisco Unified Contact Center Enterprise script
  • Implementing precision routing using precision queues and agent attributes utilizing Cisco Unified Contact Center Enterprise formula editor to create basic routing expressions 

Appendix:Telephony 101 (From Semaphore to Subnets)
  • Understanding Bandwidth
  • From Analogue to Digtal
  • Transmission Standards
  • TDM to Packet Switching
  • The OSI model (7 layers or 5)
  • TCP/IP Explained
  • Repeaters/.Switches/Routers and Gateways
  • Network classes and subnets
  • VOIP (Voice Over IP) Different from Data. How?
  • Getting there from here:  One Packets Network Journey
Exclusive Video Included With This Course:​
Exploring CUIC Stock Reports
Exclusive Video Included With This Course:​
Virtualized Voice Browser (VVB) Configuration
Exclusive Video Included With This Course:​
Finesse Administration
Exclusive Video Included With This Course:​
Cisco Enterprise Chat & Email (ECE)
Exclusive Video Included With This Course:​
Call Flows & Scripting for UCCX
Exclusive Video Included With This Course:​
Skills Groups & Precision Queues
Exclusive Video Included With This Course:​
CUSP Configuration
Exclusive Video Included With This Course:​
PCCE Overview
Exclusive Video Included With This Course:​
Dial Numbers, Call Types & Reporting Touchpoints
Exclusive Video Included With This Course:​
Cisco UCCE Outbound Option Installation
Exclusive Video Included With This Course:​
UCCX Finesse Deep Dive
Exclusive Video Included With This Course:​
Configuring Finesse Web Chat and Agent Email for UCCX
Exclusive Video Included With This Course:​
How to Kick off a Call Studio Studio Application from ICM Script
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