Implementing Cisco Contact Center Enterprise (CCEI)

Course Overview

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.

3 days
  • 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

    After taking this course, you should be able to:

    • 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
    • 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
  • 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

    Recommended Cisco offerings that may help you meet these prerequisites:

    • Administering Cisco Contact Center Enterprise (CCEA)
    • Administering Advanced Cisco Contact Center Enterprise (CCEAA)
    • Understanding Cisco Contact Center Enterprise Foundations (CCEF)
    • Understanding Cisco Collaboration Foundations (CLFNDU)
    • Implementing and Administering Cisco Solutions (CCNA®)
    • Deployment engineer
    • Sales engineer