Cisco Implementing Cisco Contact Center Enterprise Chat and Email v1 (CCECE)

Price
$3,595.00 USD

Duration
4 Days

Cisco Learning Credit (CLC) Eligible

 

Delivery Methods
Virtual Instructor Led
Private Group

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Course Overview

The Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) v1.0 course prepares you to deploy Cisco® Enterprise Chat and Email (ECE) into an existing Enterprise Contact Center environment, as well as provides you the knowledge necessary to configure both Cisco Packaged Contact Center Enterprise and ECE environments for integration.

Course Objectives

  • 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

Who Should Attend?

  • Deployment engineers
  • Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
  • Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
  • Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
  • Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
  • Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
  • Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.

Course Prerequisites

  • 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

Agenda

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

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We can enroll multiple students in an upcoming class or schedule a dedicated private training event designed to meet your organization’s needs.

 



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