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.
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
Target Audience:
Deployment Engineer
Sales Engineer
Course Objectives:
After taking this course, you should be able to:
Examine components, protocols, and variables that influence selection of the design and sizing of a PCCE deployment
Identify concepts necessary to create CCE system design specifications and deployment plans
Configure an advanced VXML application implementing DB lookup functionality and digit collection; use Call Studio and CCE Scripting tools to present call data collected from the caller to the gent desktop
Discover how to install CCE software
Administer CA signed security certificates to support the successful addition of a PCCE site
Identify the tasks associated with adding Remote Site functionality to the PCCE environment
Discuss integration of the CUIC, LiveData, and Finesse reporting environments
Configure the PCCE Dial Plan end-to-end, incorporating the use of Cisco Unified Border Element (CUBE), Cisco Unified SIP Proxy (CUSP), Cisco Virtualized Voice Browsers (VVBs), Voice XML (VXML) Gateways (GW), and Significant Digits
Examine concepts necessary to create CCE system design specifications and deployment plans
Create a series of routing scripts using PCCE
Configure Single sign-on for Unified CCE
Course Outline:
Planning a Cisco Packaged Contact Center Enterprise Deployment
Staging a Packaged CCE Deployment
Preparing CCE Software for Installation
Administering Security Certificates
Introducing the Packaged CCE Integration Wizard
Adding a Site to Packaged CCE
Integrating Cisco Unified Intelligence Center, LiveData, and Finesse
Personalizing the Packaged CCE Dial Plan
Configuring to Validate Deployment
Scripting for Packaged Contact Center Enterprise
Configuring Single Sign-On
Lab outline
Navigate CCE Discovery Architecture and Components
Explore ICM Configuration Tools
Observe Installed CCE Software
Navigate Certificate Store
Add a Remote Site to PCCE
Personalize Finesse Server
Configure Site Dial Plan
Verify Configuration Details for Final Testing
Build a Series of Test Scripts
Enable Single Sign-On
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.