IMPLEMENTING CISCO CONTACT CENTER CHAT & EMAIL (CCECE)

Description

The Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) v1.0 course teaches you how to deploy Cisco© Enterprise Chat and Email (ECE) into an existing Enterprise Contact Center environment. You will learn the steps required to prepare and configure both Cisco Packaged Contact Center Enterprise (PCCE) and ECE environments for integration, as well as gain experience with the operation and administration tasks required for initial ECE deployment. Additionally, you will experience ongoing system administration tasks such as enabling Single Sign-On (SSO), importing objects, preparing queues and workflows, using the scripting tool, generating reports, and enabling system logs for troubleshooting. Finally, you will also learn how to implement features that enhance ECE operations for Agents.

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Solutions

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

  • Instructor-Led (the best training format we offer)
  • Live Online Classroom – Online Instructor-Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

StartFinishPublic PricePublic EnrollPrivate PricePrivate Enroll
11/29/202112/02/2021
12/20/202112/23/2021
01/10/202201/13/2022
01/31/202202/03/2022
02/21/202203/24/2022
03/14/202203/17/2022
04/04/202204/07/2022
04/25/202204/28/2022
05/16/202205/19/2022
06/06/202206/09/2022
06/27/202206/30/2022
07/18/202207/21/2022
08/08/202208/11/2022
08/29/202209/01/2022
09/19/202209/22/2022
10/10/202210/13/2022
10/31/202211/03/2022
11/21/202211/24/2022
12/12/202212/15/2022

Curriculum

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

Lab outline

  • Navigate CCE discovery architecture and components
  • Navigate ECE and CCE discovery architecture and components
  • Navigate ECE Email and Cisco Finesse integration
  • Add and Import CCE Resources into ECE
  • Personalize the Email Trail
  • Build a Department Workflow
  • Build CCE Script for Email
  • Agent Verification of Email
  • Configure and Verify Chat Operation
  • Customize Chat
  • Explore Reporting for ECE
  • Support Single Sign On (SSO) for ECE
  • Troubleshoot ECE