Vendor: Cisco
Mode: Classroom or Virtual Classroom with Instructor
Level: Associate
Exam: NA
Exam at your place: NA
Duration: 1 day
Language: German, French, Italian, English

SKU: CCEF-ILT Categories: , ,

Course Price

CHF 990.00

(excl. VAT)

Discount available for multiple students and dedicated classes.

Course Schedule
Ask for more dates, other languages or a different delivery mode as needed and we will do our best to meet your needs.
LanguageModeStart Date
GermanVirtual Class or ClassroomOn request
FrenchVirtual Class or ClassroomOn request
ItalianVirtual Class or ClassroomOn request
EnglishVirtual Class or ClassroomOn request

What you’ll learn

The Understanding Cisco Contact Center Enterprise Foundations (CCEF) course provides a comprehensive overview of the Cisco® Packaged Contact Center Enterprise (PCCE) and Unified Contact Center Enterprise solutions. It aims to equip participants with a foundational understanding of contact center fundamentals, outlining the available Cisco contact center solutions and their target customer base. The course places a specific focus on the Cisco Contact Center Enterprise (CCE) product family, delving into its key features and functionalities. This includes an exploration of the solution’s architecture, major system components, and the tools employed for administration and reporting. Importantly, CCEF serves as the fundamental building block for subsequent courses, essential for those seeking to deploy, configure, support, and troubleshoot Cisco CCE solutions.

Who should enroll

  • Account and project managers
  • Business liaisons
  • Deployment engineers
  • Managers overseeing CCE deployments
  • Technical sales

Technology areas

  • Collaboration

Training overview


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


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

Recommended Cisco offerings that may help you meet these prerequisites:


  • 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

Lab outline

This class does not have any labs.

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