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CCEI: Implementing Cisco Contact Center Enterprise

$2,695

  • 3 Days
  • Cisco CLC Voucher Eligible

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This course is recommended for the following:
DUCCE: Deploying Unified Contact Center Enterprise with CVP

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Course Description

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.

Outline

Planning a Cisco Packaged Contact Center Enterprise Deployment 

  • Packaged CCE Component Overview
  • Call Flows Review

 

Staging a Packaged CCE Deployment 

  • PCCE Deployment Planning and System Design Specification
  • Software Compatibility and OS Requirements

 

Preparing CCE Software for Installation 

  • General Considerations and System Requirements
  • Active Directory Considerations

 

Administering Security Certificates 

  • Security Certificate Overview
  • Install and Configure Certificate Authority

 

Introducing the Packaged CCE Integration Wizard 

  • PCCE Inventory and Service Accounts
  • Run the PCCE Wizard Adding a Site to Packaged CCE

 

Adding a Site to Packaged CCE 

  • PCCE Remote Site Overview
  • Remote Site Security Certificate Considerations

 

Integrating Cisco Unified Intelligence Center, LiveData, and Finesse 

  • Compare Real Time vs. Live Data
  • Complete Cisco Unified Intelligence Center Integration

 

Personalizing the Packaged CCE Dial Plan 

  • CCE Dial Plan Components
  • Ingress Gateway and Cisco Unified Border Element Dial Plans Configuring to Validate Deployment

 

Configuring to Validate Deployment 

  • Confirm Configuration Readiness
  • Cisco Unified Communications Manager Administration

 

Scripting for Packaged Contact Center Enterprise 

  • Configure Script Editor
  • Use Microapps

 

Configuring Single Sign-On 

  • SSO Overview
  • Configure SSO Prerequisites

 

Lab outline 

  • Navigate CCE Discovery Architecture and Components
  • Explore ICM Configuration Tools
  • Observe Installed CCE Software
  • Navigate Certificate Store
  • Add a Remote Site to PCCE
  • Personalize Finesse Server
  • Configure Site Dial Plan
  • Verify Configuration Details for Final Testing
  • Build a Series of Test Scripts
  • Enable Single Sign-On
Audience
  • Deployment Engineer
  • Sales Engineer
Prerequisites

The knowledge and skills that students are expected to have before attending this course are:

  • 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

Here are recommended Cisco learning offerings that may help students meet these prerequisites:

  • Cisco CCEF Course
  • Cisco CCEA Course
  • Cisco CCEAA Course
  • Cisco CCNA Course
  • Cisco CLFNDU Course
What You Will Learn

After taking this course, you should be able to:

  • 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
  • Configure an advanced VXML application implementing DB lookup functionality and digit collection; use Call Studio and CCE Scripting tools to present call data collected from the caller to the gent desktop
  • Discover how to install CCE software
  • Administer CA signed security certificates to support the successful addition of a PCCE site
  • Identify the tasks associated with adding Remote Site functionality to 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
  • Configure Single sign-on for Unified CCE