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Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 Course Overview

Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 Course Overview

The Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 course is a comprehensive training program designed for technical professionals working with the Cisco Contact Center Enterprise solutions. The course provides an in-depth understanding of troubleshooting methods, the components of the Packaged Contact Center Enterprise (PCCE), and the Call flows that are crucial for maintaining system integrity and performance.

Participants will learn how to effectively use CCE diagnostic tools, including the Diagnostic Framework Suite, Analysis Manager, and the Unified System Command-Line Interface (CLI). This knowledge is essential for identifying and resolving issues within the system.

The course also covers practical troubleshooting scenarios, such as dealing with Certificate errors, Cisco Finesse issues, and challenges in a PCCE deployment. Through a combination of theory and hands-on lab exercises, learners will gain the skills necessary to configure, explore, and troubleshoot CCE components, ensuring the smooth operation of the contact center environment.

By the end of the course, attendees will have a strong foundation to Troubleshoot CCE systems, enhancing their capabilities as support specialists or engineers in a contact center enterprise setting.

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Course Prerequisites

To ensure that our learners can successfully undertake the Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 course, the following minimum prerequisites are recommended:


  • Basic understanding of networking and network protocols.
  • Fundamental knowledge of Cisco Unified Communications Manager (CUCM) and Cisco Unified Contact Center Enterprise (UCCE) or Packaged Contact Center Enterprise (PCCE).
  • Experience with Cisco IP telephony components, including phones, Call Manager, gateways, and the basic flow of calls in a UCCE/PCCE environment.
  • Familiarity with the Microsoft Windows operating system.
  • Prior experience with computer telephony integration (CTI), interactive voice response (IVR), and automatic call distribution (ACD).
  • An understanding of contact center operations and the common challenges faced.

These prerequisites are designed to provide a foundation that will help learners to more effectively absorb the technical content of the course and engage with the laboratory exercises. With this knowledge base, students are better prepared to troubleshoot and support the Cisco Contact Center Enterprise environment.


Target Audience for Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0

Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 is a technical course designed for IT professionals who manage and support Cisco contact center solutions.


  • Network Administrators
  • System Engineers
  • Technical Support Personnel
  • IT Operations Staff
  • Contact Center Engineers
  • Cisco Contact Center Enterprise Specialists
  • IT Professionals seeking CCET certification
  • Systems Integrators working with contact center technologies
  • Network Managers responsible for contact center infrastructure


Learning Objectives - What you will Learn in this Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0?

Introduction to Learning Outcomes

The Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 course empowers students with the skills to diagnose and resolve issues in a PCCE environment, leveraging Cisco's tools and methodologies.

Learning Objectives and Outcomes

  • Understand and apply a systematic troubleshooting and support methodology for the Cisco Contact Center Enterprise (CCE) solutions.
  • Identify the key components of Packaged Contact Center Enterprise (PCCE) and their roles within the contact center ecosystem.
  • Analyze and interpret call flow processes in PCCE to pinpoint potential disruption points.
  • Utilize the Diagnostic Framework Suite to troubleshoot and resolve common issues within the CCE infrastructure.
  • Execute analysis using the Analysis Manager to identify problems and assess system health.
  • Employ Unified System Command-Line Interface (CLI) commands for troubleshooting and system navigation.
  • Troubleshoot certificate-related issues that may impact system security and connectivity.
  • Resolve common Cisco Finesse integration and operational issues to ensure a seamless agent experience.
  • Conduct comprehensive troubleshooting on a PCCE deployment, identifying and addressing deployment-specific challenges.
  • Engage in hands-on lab exercises to reinforce learning, including configuring access, exploring CCE components, utilizing diagnostic tools, analyzing logs, and navigating certificate stores.

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