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.
Student Testimonials
Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus.
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Excellent presentation skills, subject matter knowledge, and command of the environment.
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Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect.
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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
Detailed Class Syllabus
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