Cisco Packaged Contact Center Enterprise PCCE Administration

person icon Navidut Tauhid

Cisco Packaged Contact Center Enterprise PCCE Administration

Master Cisco Packaged Contact Center Enterprise - PCCE

updated on icon Updated on Sep, 2023

language icon Language - English

person icon Navidut Tauhid

architecture icon IT & Software,Other IT & Software,Cisco


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Course Description

Packaged CCE is a predesigned deployment model of Cisco Unified Contact Center Enterprise. With Packaged CCE, businesses can enjoy the advantages of a smaller hardware footprint and reduced time to install and configure. Key differentiators of Packaged CCE are its simplified management interface and workflows, which provide a fast, efficient user experience for contact center agents, supervisors, and administrators. Packaged CCE is an open platform by design and provides a variety of open interfaces for custom integrations.

Packaged CCE includes a comprehensive feature set out-of-the-box from the following industry-leading products:

Cisco Unified Contact Center Enterprise (to enable omnichannel customer journeys)

Cisco Unified Customer Voice Portal (for speech-enabled self-service)

Cisco Unified Intelligence Center (for comprehensive reporting)

Cisco Finesse web-based agent/supervisor desktop

Key media capabilities of Packaged CCE include:

Support for inbound and outbound voice

Built-in email and chat

Social media customer care

Support for inbound video

Audio and video recording

Powerful application programming interfaces for integrating task and outbound routing

Packaged CCE's usability advantages include:

Blade server support

Web-based administration

Simplified log collection and trace level management

Built-in real-time system health check

Live data real-time reporting

Business benefits of Packaged CCE include:

Enhanced customer experiences through all contact channels

Optimized engagement with mobile and video callers

Cost reduction by using your existing communications infrastructure

Increased employee productivity and lower support costs

Flexible addition of new capabilities through standard web APIs

Who this course is for:

  • CCNA, CCNP, Voip Administrators, Unified Communication Administrators, Call Centre Specialist, Call Centre Supervisors, Anyone interested in learning Cisco Contact Center Administration.


What will you learn in this course:

  • Cisco Packaged Contact Center Administration

  • Auto Call Distribution (ACD)

  • IVR (Self Service) and Call Queueing

  • Skill based routing

  • Inbound Calls - New calls from a carrier, New internal calls

  • Cisco Unified Intelligent Contact Management Enterprise (Cisco Unified ICM)

  • Cisco Unified Customer Voice Portal (CVP)

  • Cisco Virtualized Voice Browser (VVB)

  • Ingress and Egress Gateway

  • PCCE-UCCE Call Flow

  • Different Types of Cisco Contact Center Solutions

  • Agent Limits for each Cisco Contact Center Solutions

  • Peripheral Gateway

  • Router and Logger

  • Cisco Finesse

  • Cisco Unified Intelligence Center (CUIC)


What are the prerequisites for this course?

  • IP Addressing Basics of Windows Server, Active Directory, DNS

  • Basics of Cisco Unified Communication and Collaboration: Call Manager, Voice Gateways

Cisco Packaged Contact Center Enterprise PCCE Administration


Check out the detailed breakdown of what’s inside the course

2 Lectures
  • play icon Introduction to PCCE Server 03:35 03:35
  • play icon Pre-Requisites to this course 01:36 01:36
PCCE Cisco Contact Center Adminstration
7 Lectures
PCCE Components
7 Lectures
Cisco Unified Voice Portal - CVP
2 Lectures
All the best and Good Bye
1 Lectures

Instructor Details

Navidut Tauhid

Navidut Tauhid

UCC and CC Expert

Cısco and Mıcrosoft Unıfıed Communıcatıon and Collaboratıon and Contact Center Architect.

AWS Solution Architect, Azure Administrator, GCP Quest by Qwiklabs, CCIE Written, CCVP, CCNA, Cisco Unified Contact Centre Express Specialist, Cisco Unity Connection Specialist.

More than 15 years of experience in managing VoIP, Networking; System Administration; Helpdesk Management, Technical Support, and Project Execution. Experience in setting up and managing VoIP, wide area networks, and administering network devices.

Adept at mapping client’s requirements, custom designing solutions, and troubleshooting for complex information VoIP network management.

Rich experience on UC Products like CCM, UCCX and UCCE, Cisco Voice Gateways and Unity Connection, Skype For Business, MS-Teams, Amazon Connect, AWS, Azure, GCP Cloud, Data Center, etc.

Insightful knowledge in VMWare Virtualization.

Domain expertise in installing, administering Windows System Solutions. Insightful knowledge in VoIP Server Management and VoIP Network Planning.

Excellent communication and interpersonal skills with proven abilities in resolving complex VoIP networking-related issues.

Strong communication, collaboration, and team-building skills with deftness in training and supporting end-users as well as developing technical staff to achieve performance objectives.

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vaishnavi patil

The content and explanation is really good. Please include more Practical lab topics and also deployment topics.

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