IMPLEMENTING CISCO CONTACT CENTER ENTERPRISE (CCEI)

Description

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.

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
11/29/202112/01/2021
12/20/202112/22/2021
01/10/202201/12/2022
01/31/202202/02/2022
02/21/202202/23/2022
03/14/202203/16/2022
04/04/202204/06/2022
04/25/202204/27/2022
05/16/202205/18/2022
06/06/202206/08/2022
06/27/202206/29/2022
07/18/202207/20/2022
08/08/202208/10/2022
08/29/202208/31/2021
09/19/202209/21/2022
10/10/202210/12/2022
10/31/202211/02/2022
11/21/202211/23/2022
12/12/202212/14/2022

Curriculum

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

Adding a Site to Packaged CCE 

  • PCCE Remote Site Overview
  • Remote Site Security Certificate Considerations

Integrating Cisco Unified Intelligence Center, LiveData, and 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

Configuring to Validate Deployment 

  • Confirm Configuration Readiness
  • Cisco Unified Communications Manager Administration

Scripting for Packaged Contact Center Enterprise 

  • Configure Script Editor
  • Use Microapps

Configuring Single Sign-On

  • SSO Overview
  • Configure SSO Prerequisites

Lab outline 

  • Navigate CCE Discovery Architecture and Components
  • Explore ICM Configuration Tools
  • Observe Installed CCE Software
  • Navigate Certificate Store
  • Add a Remote Site to PCCE
  • Personalize Finesse Server
  • Configure Site Dial Plan
  • Verify Configuration Details for Final Testing
  • Build a Series of Test Scripts
  • Enable Single Sign-On