CCECE - Implementing Cisco Contact Center Chat & Email (CCECE)

In this 4-day hands-on course students will discover how to deploy Cisco Enterprise Chat and Email into an existing Packaged Contact Center environment. The course covers the details needed to prepare both CCE and ECE environments for the integration and configuration steps required to do the actual integration. Students will gain experience with the operations and administration tasks required for initial ECE deployment as well as ongoing system administration such as enabling SSO, importing objects, preparing queues and workflows, using the scripting tool, generating reports, enabling system logs for troubleshooting. Students will also see how to implement features that enhance ECE operations for Agents. This course also describes feature enhancements that will be available in ECE 12.0. This course is designed for partners and customers responsible for deploying and administering ECE in the PCCE environment.

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

Click here to print this page »


Detailed Class Syllabus

Implementing ECE

What is ECE?
ECE Components and Deployment Models
Installing ECE
Classic ECE Navigation
Prepare PCCE for ECE
Integrate ECE with the SPOG
PCCE/ECE Integration Tasks
Integrate ECE with Email
Integrate ECE with Finesse
High Availability Considerations
ECE Call Flow Primer

ECE General Administration

SPOG Partition Overview
SPOG Department Overview
Adding and Importing CCE Objects into ECE
ECE Queues

Cisco ECE Email Administration

Personalize the Email Trail
CCE Scripting for Email
Verify Email to Agent
Blended Routing
Storage Management

Cisco ECE Chat Administration

ECE Configuration for Chat
Chat Entry Points
Verify Chat Operation
Customize Chat
Callback/Delayed CallBack

ECE Features

ECE Reporting
Agent Single Sign-On for ECE
Troubleshooting ECE