CCEI - Implementing Cisco Contact Center Enterprise (CCEI)

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. Student
Excellent presentation skills, subject matter knowledge, and command of the environment. Student
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect. Student

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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