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

To successfully undertake the Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course, participants should meet the following minimum prerequisites:

• Basic understanding of networking and networking technologies
• Familiarity with Cisco Unified Communications Manager (CUCM) and Cisco Unified Contact Center Enterprise (UCCE) fundamentals
• Knowledge of Cisco IP telephony
• Experience with Microsoft Windows Server deployed in an Active Directory environment
• Understanding of contact center operations and terminology
• Awareness of basic telephony concepts, including VoIP and Session Initiation Protocol (SIP)
• Fundamental knowledge of computer server deployment, including hardware and software compatibility considerations

These prerequisites are designed to ensure that participants can fully engage with the course material and participate in the hands-on lab exercises that are integral to the learning experience. They are not meant to discourage potential learners but to provide a foundation for effective training and the best possible outcomes from the course.

Target Audience for Implementing Cisco Contact Center Enterprise (CCEI) v1.0

The Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course is designed for IT professionals involved in contact center deployment and management.

• Network Engineers
• System Engineers
• Contact Center Designers
• Cisco Voice Administrators
• IT Project Managers
• Cisco Unified Communications Managers
• Technical Support Personnel
• Cisco Contact Center Specialists
• Cisco Partners and Resellers specializing in contact center solutions
• Contact Center Architects and Consultants

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

Introduction to Learning Outcomes

The Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course equips learners with essential knowledge and skills to deploy and manage Cisco's Packaged CCE solutions effectively.

Learning Objectives and Outcomes

• Understand the components and call flow operations of Packaged CCE to enable informed deployment decisions.
• Plan and design a PCCE deployment, including system specifications, software compatibility, and operating system requirements.
• Prepare CCE software for installation, focusing on general considerations, system requirements, and Active Directory integration.
• Administer security certificates, including setting up a Certificate Authority, to ensure secure communications within the contact center.
• Utilize the PCCE Integration Wizard to manage PCCE inventory and service accounts efficiently.
• Implement a new remote site in PCCE, understanding the unique security certificate requirements and configurations involved.
• Integrate Cisco Unified Intelligence Center, LiveData, and Cisco Finesse to enhance reporting capabilities and agent experiences.
• Personalize the CCE dial plan, ensuring efficient call routing through ingress gateways and Cisco Unified Border Element.
• Validate deployment configurations, including readiness checks and Unified Communication Manager administration.
• Develop and configure ICM scripts using the Script Editor and Microapps to meet specific contact center routing and interaction management needs.
• Configure Single Sign-On (SSO) for seamless and secure user authentication across Cisco CCE applications.
• Gain practical experience through hands-on lab practice, including navigating CCE architecture, configuring tools, and enabling SSO.