Implementing Cisco Contact Center Enterprise (CCEI)


Course Description

CCEI - Implementing Cisco Contact Center Enterprise

The Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course teaches you how to build and implement a Cisco® Packaged Contact Center Enterprise (PCCE) solution, including advanced integration of external data, Single Sign-On (SSO), and process detail for the Contact Center Enterprise (CCE) solution with examples of the various deployment models. This integration process enables businesses and organizations to deliver a connected digital experience of continuous and capability-rich journeys for your customers, across time and channels.
 
This course teaches you to install the CCE solution and provide Tier 2–3 solution support. The focus is on Day 1 support for a new CCE deployment. This class will help you:
  • Learn how to optimize management of CCE solutions for smooth, connected, and efficient digital experiences across multiple channels
  • Manage the effects of using CCE solutions for scalability, flexibility, and
 

Learning Objectives

  • Examine components, protocols, and variables that influence selection of the design and sizing of a PCCE deployment
  • Identify concepts necessary to create CCE system design specifications and deployment plans
  • Discover how to install CCE software
  • Administer CA signed security certificates to support the successful addition of a PCCE site
  • Use the Integration Wizard to configure the various platforms and servers installed in the PCCE environment
  • Discuss integration of the CUIC, LiveData, and Finesse reporting environments
  • Configure the PCCE Dial Plan end-to-end, incorporating the use of Cisco Unified Border Element (CUBE), Cisco Unified SIP Proxy (CUSP), Cisco Virtualized Voice Browsers (VVBs), Voice XML (VXML) Gateways (GW), and Significant Digits
  • Examine concepts necessary to create CCE system design specifications and deployment plans
  • Create a series of routing scripts using PCCE

Prerequisites

To fully benefit from this course, you should have the following knowledge:

  • Advanced knowledge of computer networking components: Windows A/D, SQL Server, and components
  • Understanding of IP networks
  • Strong understanding of Cisco Packaged Contact Center Enterprise functionality
  • Advanced experience administering of Cisco Packaged Contact Center Enterprise
  • Working knowledge of Unified Communications Manager and Voice Gateways
     

Recommended Cisco offerings that may help you meet these prerequisites:

  • Administering Cisco Contact Center Enterprise (CCEA)
  • Administering Advanced Cisco Contact Center Enterprise (CCEAA)
  • Understanding Cisco Contact Center Enterprise Foundations (CCEF)
  • Understanding Cisco Collaboration Foundations (CLFNDU)
  • Implementing and Administering Cisco Solutions (CCNA®)
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Labs

  1. Navigate CCE Discovery Architecture and Components
  2. Explore ICM Configuration Tools
  3. Observe Installed CCE Software
  4. Certificate Store Navigation
  5. Add a Remote Site to PCCE
  6. Personalize Cisco Finesse Server
  7. Configure Site Dial Plan
  8. Verify Configuration Details to Facilitate Final Testing
  9. Configure Deployment of VXML Functionality
  10. Build a Series of Test Scripts
  11. Enable Single Sign-On

For more detailed information about this course, please click here

Course Information

Length: 3 day

Format: Lecture and Lab

Delivery Method: n/a

Max. Capacity: 16



Schedule