Implementing Cisco Contact Center Enterprise (CCEI)
- Duration: 3 days (24 hours)
- Date: on request
Implementing Cisco Contact Center Enterprise (CCEI)
This course will help:
- 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
Course syllabus:
- 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
- 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
You will learn:
- 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
Pre-requisites:
To fully benefit from this course, you should have the following knowledge:
- 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
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