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Implementing Cisco Contact Center Chat & Email (CCECE) is unfortunately unavailable

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Excel Level I: Fundamentals

Excel Level I: Fundamentals

Noble Desktop See all classes by this school @ 185 Madison Ave, New York, NY & Virtually Online

Build a confident foundation in Microsoft Excel through this practical workshop at Noble Desktop. You'll work with calculations, functions, charts, formatting, and print layouts to manage data and produce well-structured spreadsheets.

(452) Beginner 18 and older

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Excel Bootcamp

Excel Bootcamp

Noble Desktop See all classes by this school @ 185 Madison Ave, New York, NY & Virtually Online

Gain comprehensive Excel expertise in this intensive three-day course that moves from foundational calculations through to advanced automation with macros. Whether you're building on basic knowledge or aiming for expert-level proficiency, this well-paced program covers the full range of tools and techniques that make Excel an indispensable asset in any professional setting.

(452) Beginner 18 and older

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Mon. Nov 2nd, 6–9pm ET  (18 hours over 6 sessions)  
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Excel Specialist Certification Program

Excel Specialist Certification Program

Noble Desktop See all classes by this school @ 185 Madison Ave, New York, NY & Virtually Online

Become an expert in Microsoft Excel and strengthen your resume through this comprehensive certification program. Get lifetime access to video courses, private training, and free proctored exams. Grow your skills and stand out in the competitive job market.

(452) All levels 18 and older

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6–9pm ET

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Excel for Business Fundamentals

Excel for Business Fundamentals

NYIM Training See all classes by this school @ 185 Madison Ave, New York, NY & Virtually Online

Maximize your everyday productivity with this focused course on Excel's most essential tools and functions. Through hands-on exercises, you'll gain a confident working command of the formulas, features, and workflows that business professionals rely on most, helping you work smarter and more efficiently from day one.

(750) Beginner 18 and older

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Excel Expert Certification Program

Excel Expert Certification Program

Noble Desktop See all classes by this school @ 185 Madison Ave, New York, NY & Virtually Online

Reach advanced Excel proficiency in this complete program. Through group sessions, private instruction, and a certification exam with one free retake, you'll cover formulas, functions, PivotTables, charts, and career-boosting tools.

(452) All levels 18 and older

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Implementing Cisco Contact Center Chat & Email (CCECE)

Sunset Learning Institute
3.8 4 reviews
  • All levels
  • 18 and older
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  • Live Instructor-led Virtual Classroom
  • 32 hours over 4 sessions
Implementing Cisco Contact Center Chat & Email (CCECE)
Implementing Cisco Contact Center Chat & Email (CCECE)
Implementing Cisco Contact Center Chat & Email (CCECE)
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Class Description

Description Cancellation Policy

Description

The Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) v1.0 course teaches you how to deploy Cisco© Enterprise Chat and Email (ECE) into an existing Enterprise Contact Center environment. You will learn the steps required to prepare and configure both Cisco Packaged Contact Center Enterprise (PCCE) and ECE environments for integration, as well as gain experience with the operation and administration tasks required for initial ECE deployment. 

Additionally, you will experience ongoing system administration tasks such as enabling Single Sign-On (SSO), importing objects, preparing queues and workflows, using the scripting tool, generating reports, and enabling system logs for troubleshooting. Finally, you will also learn how to implement features that enhance ECE operations for Agents.

Prerequisites:

Before taking this course, students should have:

  • Strong knowledge of computer networking components: Windows A/D, SQL
  • Strong understanding of IP networks
  • Advanced experience administering Cisco Packaged Contact Center Enterprise
  • Experience deploying Cisco Packaged Contact Center Enterprise

Target Audience:

  • Deployment engineers

Course Objectives:

After taking this course, you should be able to:

  • Describe the ECE solution as deployed with Cisco Contact Center Enterprise (CCE)
  • Define the components of ECE that make up the available deployment models available for enterprise solutions
  • Utilize the Classic ECE interface to differentiate between partitions
  • Utilize the Classic ECE interface to differentiate between processes and instances
  • Configure the PCCE requirements necessary to integrate ECE
  • Configure the requirements necessary to integrate ECE with the Single Pane of Glass used with PCCE
  • Configure the requirements necessary to integrate ECE with email services
  • Add the ECE Agent gadget to the Cisco Finesse Desktop layout
  • Describe the installation requirements for a high-availability deployment of ECE
  • Describe a basic email and chat call flow through the ECE/PCCE environment
  • Understand the general operational requirements for adding CCE Agent, skill, and scripting objects and importing them into CCE
  • Navigate the administrative tabs in both the Business Partition and Department view of the Single Pane of Glass
  • Add and import objects into the ECE
  • Describe the configurations options found in the Email and Chat Queue
  • Describe the configuration and verification of chat functionality in a CCE ECE environment
  • Configure and verify ECE settings
  • Configure an entry point for a chat queue and introduce template sets
  • Customize the chat experience
  • Define and verify the configuration requirements to deploy callback and delayed callback
  • Describe the benefits of implementing Agent Single Sign-on in the ECE/CCE environment
  • Configure the requirements necessary to implement Agent Single Sign-on in the ECE/CCE environment

Course Outline:

  • Deploying Cisco Enterprise Chat and Email
  • ECE General administration
  • Cisco ECE Email administration
  • Cisco ECE Chat administration
  • Cisco Enterprise Chat and Email features
Lab outline

  • Navigate CCE discovery architecture and components
  • Navigate ECE and CCE discovery architecture and components
  • Navigate ECE Email and Cisco Finesse integration
  • Add and Import CCE Resources into ECE
  • Personalize the Email Trail
  • Build a Department Workflow
  • Build CCE Script for Email
  • Agent Verification of Email
  • Configure and Verify Chat Operation
  • Customize Chat
  • Explore Reporting for ECE
  • Support Single Sign On (SSO) for ECE
  • Troubleshoot ECE

School Notes:
Important:
All Sunset Learning Institute classes are taught in an instructor-led, live virtual environment. This price includes a facility fee of $300 (except Reston,VA or Denver, CO) to allow you to take it in a classroom-type environment. If you prefer to take the class from home, the $300 fee will be waived and refunded.

Refund Policy

Cancellation Policy

  • For cancellation notice received more than 16 business days prior to the class date, students may receive either a full refund less 5% cancellation fee or reschedule into another class date.
  • For cancellation notice less than 16 business days prior to the class start date, students will receive a voucher in the amount of the paid tuition to use for the same course up to a six months time frame and will be automatically put onto the wait list of the course of their choice and granted final admission five business days prior to class start day based on enrollment levels.
  • Student substitutions may be made at any time prior to the class start date. The school recommends that students substitutions instead of cancellation.
  • Failure to attend without written notice prior to the class start date will be considered a no show and will result in forfeiture of the full course price.
The school reserves the right to reschedule a course at any time.

Reschedule Policy

  • If a student chooses to reschedule their enrollment more than 29 business days prior to the start of class, we will do so with no penalty.
  • If a student chooses to reschedule less than 29 business days prior to the training start date they will be subject to a reschedule fee. The fee will depend on the class and the timing.

Reviews of Classes at Sunset Learning Institute (4)

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Sunset Learning Institute

Sunset Learning Institute is a renowned IT training provider that specializes in Cisco hardware. With a consultative approach and a focus on aligning training initiatives with business objectives, they deliver high quality advanced training in Cisco, Microsoft, ITIL, Red Hat, and CompTIA courses.

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Sunset Learning Institute
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