CCET - Troubleshooting Cisco Contact Center Enterprise (CCET)

This Troubleshooting Cisco Contact Center Enterprise course is focused on Day 2 support of a PCCE deployment by Tier 3 support personnel. The course identifies processes and tools used to identify and diagnose common deployment issues so that support personnel can then select optimal methods to resolve those issues.

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:
Strong knowledge of computer networking components – Windows A/D, SQL Server, and components (servers, routers, switch)
Strong understanding of IP networks
Advanced experience administering of Cisco Packaged Contact Center Enterprise
Experience deploying Cisco Packaged Contact Center Enterprise
Experience administering and troubleshooting Unified Communications Manager and Voice Gateways
Here are recommended Cisco learning offerings that may help students meet these prerequisites: See detailed names in Curriculum and Target Audiences
Cisco CCNA
Cisco CCEF
Cisco CCEA
Cisco CCEI

Detailed Class Syllabus

Section 1

CCE Flows and Process Review
Describe CCE flows and processes required to support and troubleshoot the PCCE deployment.
Troubleshooting and Support Methodology
Review concepts for a Troubleshooting Methodology and how to apply these methods in a sample scenario.
PCCE Component Review
Review the components involved in PCCE Deployment and the function of each.
PCCE Call Flow Review
Review the Call Flow process to discuss the messages and protocols required to support a PCCE Deployment.
PCCE Processes
Describe the processes required by various CCE Services and how they support the application.
Discovery 01-1
Configure Access to Discovery Environment
Setup the Discovery environment.
Discovery 01-2
Explore CCE Components
Explore the Inventory of a PCCE Deployment, confirm the AW Sync Status of the deployment, and access the Diagnostic Framework Portico.

Section 2

CCE Diagnostic tools
Introduce the many diagnostic tools available to the engineer responsible for troubleshooting a PCCE environment.
Diagnostic Framework Suite
Introduce the basics of the Diagnostic Framework Suite and its role in CCE troubleshooting.
Run Analysis Manager
Use the Analysis Manager tool to run a selection of CCE logs.
Run Unified System CLI
Use the System CLI to run a selection of CCE logs.
Run Diagnostic Framework Portico
Use the Diagnostic Framework Portico to run a selection of CCE logs.
Run Single Pane of Glass (SPOG)
Use the SPOG interface to run a selection of CCE logs.
ICM Command Line Tools
Examine ICM Command Line tools and their use in troubleshooting in a CCE environment.
Discovery 2-1
Explore Diagnostic Framework Suite
Explore diagnostic tools used to access data logs across the platform.
Discovery 2-2
Analyze PG Logs
Examine the tools that are used to analyze peripheral gateway / agent transactions.

Section 3

Troubleshooting CCE
Apply troubleshooting tools and techniques to address issues with CCE Certificates, Cisco Finesse, and PCCE Deployment.
Troubleshoot Certificates
Examine concepts regarding security certificates and discuss the tools and utilities used to ensure their efficacy.
Troubleshoot Cisco Finesse
Define the protocols, tools, and procedures used to troubleshoot the Cisco Finesse client/server environment.
Troubleshoot a PCCE Deployment
Examine troubleshooting scenarios and solutions witnessed in building the PCCE lab-only deployment model used for this course.
Discovery 3-1
Navigate Certificate Store
Navigate the various certificate stores found in the PCCE environment, across multiple server types and Operating Systems.
Discovery 3-2
View Cisco Finesse Logs
Enable Cisco Finesse client/server logging and view the contents of the logged information.