CCEI: CCEI – Implementing Cisco Contact Center Enterprise

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About this Course

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.

Audience Profile

  • Deployment Engineer
  • Sales Engineer

At Course Completion

Outline

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

Prerequisites

The knowledge and skills that students are expected to have before attending this course are:

  • 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

Here are recommended Cisco learning offerings that may help students meet these prerequisites:

  • Cisco CCEF Course
  • Cisco CCEA Course
  • Cisco CCEAA Course
  • Cisco CCNA Course
  • Cisco CLFNDU Course