Cisco Implementing Cisco Contact Center Enterprise v1 (CCEI)

Price
$2,695.00 USD

Duration
3 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 (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 Objectives

  • 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

Who Should Attend?

  • Deployment engineer
  • Sales engineer
  • 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

  • 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

Agenda

1. Planning a Cisco Packaged Contact Center Enterprise Deployment

  • Packaged CCE Component Overview
  • Call Flows Review

2. Staging a Packaged CCE Deployment

  • PCCE Deployment Planning and System Design Specification
  • Software Compatibility and OS Requirements

3. Preparing CCE Software for Installation

  • General Considerations and System Requirements
  • Active Directory Considerations

4. Administering Security Certificates

  • Security Certificate Overview
  • Install and Configure Certificate Authority

5. Introducing the Packaged CCE Integration Wizard

  • PCCE Inventory and Service Accounts
  • Run the PCCE Wizard Adding a Site to Packaged CCE

6. Adding a Site to Packaged CCE

  • PCCE Remote Site Overview
  • Remote Site Security Certificate Considerations

7. Integrating Cisco Unified Intelligence Center, LiveData, and Finesse

  • Compare Real Time vs. Live Data
  • Complete Cisco Unified Intelligence Center Integration

8. Personalizing the Packaged CCE Dial Plan

  • CCE Dial Plan Components
  • Ingress Gateway and Cisco Unified Border Element Dial Plans Configuring to Validate Deployment

9. Configuring to Validate Deployment

  • Confirm Configuration Readiness
  • Cisco Unified Communications Manager Administration

10. Scripting for Packaged Contact Center Enterprise

  • Configure Script Editor
  • Use Microapps

11. Configuring Single Sign-On

  • SSO Overview
  • Configure SSO Prerequisites
 

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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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