The content and explanation is really good. Please include more Practical lab topics and also deployment topics.
Cisco Packaged Contact Center Enterprise PCCE Administration
Master Cisco Packaged Contact Center Enterprise - PCCE
Updated on Sep, 2023
Language - English
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
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
Router and Logger
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
Check out the detailed breakdown of what’s inside the course
- Introduction to PCCE Server 03:35 03:35
- Pre-Requisites to this course 01:36 01:36
PCCE Cisco Contact Center Adminstration
Cisco Unified Voice Portal - CVP
All the best and Good Bye
Navidut TauhidUCC 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.
User your certification to make a career change or to advance in your current career. Salaries are among the highest in the world.
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