COURSE LIST / COURSE BY TECHNOLOGY VENDORS / CISCO

CCET - Troubleshooting Cisco Contact Center Enterprise v1.0

Course Summary:

The Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 course is focused on Day 2 support of a Packaged Contact Center Enterprise (PCCE) deployment by Tier 3 support personnel. Cisco® PCCE provides an enterprise-class contact center in a prepackaged deployment model that offers simplified deployment, operation, and maintenance. You will learn to identify the processes and tools used to diagnose common deployment issues so that support personnel can select optimal methods to resolve those issues.

Course Duration:

Course Content:

Course outline

CCE Flows and Process Review

Troubleshooting and Support Methodology
PCCE Components
PCCE Call Flow Review

CCE Diagnostic Tools

Diagnostic Framework Suite
Run Analysis Manager
Run Unified System Command-Line Interface (CLI)

Troubleshooting CCE

Troubleshooting Certificates
Troubleshooting Cisco Finesse
Troubleshooting a PCCE Deployment

Lab outline

Configure Access to Discovery Environment
Explore CCE Components
Explore Diagnostic Framework Suite
Analyze Peripheral Gateway (PG) Logs
Navigate Certificate Store
View Cisco Finesse Logs