CCEI, Implementing Cisco Contact Center Enterprise is a 3-day course that 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.
This course will help you:
- Learn how to optimize management of CCE solutions for smooth, connected, and efficient digital experiences across multiple channels
- Manage the effects of using CCE solutions for scalability, flexibility, and growth to support larger contact center enterprises
The course qualifies for 24 Cisco Continuing Education credits (CE) towards recertification.
Duration: 3 Days
CLC Value: 27Prerequisites:
The knowledge and skills that a learner should have before attending this course are as follows:
- 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
Recommended Cisco offerings that may help you meet these prerequisites:
- CCEA: Administering Cisco Contact Center Enterprise
- CCEAA: Administering Advanced Cisco Contact Center Enterprise
- CCEF: Understanding Cisco Contact Center Enterprise Foundations
- CLFNDU: Understanding Cisco Collaboration Foundations
- CCNA: Implementing and Administering Cisco Solutions
Course Objectives:
Upon completing this course, the learner will be able to meet these overall 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
- Discover how to install CCE software
- Administer CA signed security certificates to support the successful addition of a PCCE site
- Use the Integration Wizard to configure the various platforms and servers installed in 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
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:
Labs are designed to assure learners a whole practical experience, through the following practical activities:
- 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
The primary audience for this course is as follows:
- Deployment engineer
- Sales engineer