Implementing Cisco Contact Center Enterprise (CCEI) v1.0

Implementing Cisco Contact Center Enterprise (CCEI) v1.0 Certification Training Course Overview

Enroll for the 3-day Implementing Cisco Contact Center Enterprise (CCEI) v1.0 certification training course from Koenig Solutions accredited by Cisco. This 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. 

Through a blend of hands-on labs and interactive lectures, you will also learn 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.

Target Audience:

This course is designed for:

  • Deployment Engineer
  • Sales Engineer

Learning Objectives:

After completing this course, you will 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
  • Configure an advanced VXML application implementing DB lookup functionality and digit collection; use Call Studio and CCE Scripting tools to present call data collected from the caller to the gent desktop
  • Discover how to install CCE software
  • Administer CA signed security certificates to support the successful addition of a PCCE site
  • Identify the tasks associated with adding Remote Site functionality to 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

 

 

Implementing Cisco Contact Center Enterprise (CCEI) v1.0 (Duration : 24 Hours) Download Course Contents

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Course Modules

Module 1: Planning a Cisco Packaged Contact Center Enterprise Deployment
  • Packaged CCE Component Overview
  • Call Flows Review
Module 2: Staging a Packaged CCE Deployment
  • PCCE Deployment Planning and System Design Specification
  • Software Compatibility and OS Requirements
Module 3: Preparing CCE Software for Installation
  • General Considerations and System Requirements
  • Active Directory Considerations
Module 4: Administering Security Certificates
  • Security Certificate Overview
  • Install and Configure Certificate Authority
Module 5: Introducing the Packaged CCE Integration Wizard
  • PCCE Inventory and Service Accounts
  • Run the PCCE Wizard
Module 6: Adding a Site to Packaged CCE
  • PCCE Remote Site Overview
  • Remote Site Security Certificate Considerations
Module 7: Integrating Cisco Unified Intelligence Center, LiveData, and Cisco Finesse
  • Compare Real Time vs. Live Data
  • Complete Cisco Unified Intelligence Center Integration
Module 8: Personalizing the Packaged CCE Dial Plan
  • CCE Dial Plan Components
  • Ingress Gateway and Cisco Unified Border Element Dial Plans
Module 9: Configuring to Validate Deployment
  • Confirm Configuration Readiness
  • Unified Communication Manager Administration
Module 11: Configuring Single Sign-On
  • SSO Overview
  • Configure SSO Prerequisites
Module 12: Lab Practice
  • 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
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Course Prerequisites

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®)