COURSE LIST / COURSE BY TECHNOLOGY VENDORS / CISCO

CCEI - Implementing Cisco Contact Center Enterprise v1.0

Course Summary:

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.

Course Duration: 3 days

Course Content:

Course outline

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

PCCE Remote Site Overview
Remote Site Security Certificate Considerations

Integrating Cisco Unified Intelligence Center, LiveData, and Cisco 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

Confirm Configuration Readiness
Unified Communication Manager Administration

Scripting for Packaged Contact Center Enterprise

Configure Script Editor
Use Microapps

Configuring Single Sign-On

SSO Overview
Configure SSO Prerequisites

Lab outline

Navigate CCE Discovery Architecture and Components
Explore ICM Configuration Tools
Observe Installed CCE Software
Certificate Store Navigation
Add a Remote Site to PCCE
Personalize Cisco Finesse Server
Configure Site Dial Plan
Verify Configuration Details to Facilitate Final Testing
Configure Deployment of VXML Functionality
Build a Series of Test Scripts
Enable Single Sign-On