Learn How to Implement Cisco Contact Center Enterprise (CCEI) v1.0

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

Implementing Cisco Contact Center Enterprise (CCEI) v1.0 is a 5-day instructor-led training course designed to help students prepare for Cisco Certified Contact Center Enterprise (CCE) certification. The course explains how to implement, configure, and manage a Cisco Unified Contact Center Enterprise (UCCE) system release 10.5. Through a combination of lessons, lecture, small group discussions, and hands-on activities, students learn the skills necessary to integrate CCE with customer-facing systems to provide a complete customer experience. By the end of this course, students should be able to:
• Describe the components of a Cisco Unified Contact Center Enterprise (UCCE) system.
• Install, configure, operate and deploy the Unified Contact Center Enterprise (UCCE) solution.
• Configure Cisco Unified Communications Manager in the contact center system
• Monitor and troubleshoot enterprise contact center element issues.
• Implement scripting, routing, report creation and analytics for Cisco Unified Contact Center Enterprise (UCCE).
• Utilise third-party applications including customer relationship management (CRM) in a contact center deployment.
• Describe the features available in Cisco Unified Contact Center Enterprise Quality Management (UCCE-QM).
• Integrate Cisco Unified Contact Centre Express (UCCX) for inbound and outbound customer interactions.
• Implement a comprehensive Enterprise Contact Center system in accordance with Cisco Contact Centre Enterprise (CCE) best practices.

This is a Rare Course and it can be take up to 3 weeks to arrange the training.


The 1-on-1 Advantage

Get 1on-1 session with our expert trainers at a date & time of your convenience.

Flexible Dates

Start your session at a date of your choice-weekend & evening slots included, and reschedule if necessary.

4-Hour Sessions

Training never been so convenient- attend training sessions 4-hour long for easy learning.

Destination Training

Attend trainings at some of the most loved cities such as Dubai, London, Delhi(India), Goa, Singapore, New York and Sydney.

You will learn:

Module 1: Planning a Cisco Packaged Contact Center Enterprise Deployment
  • Packaged CCE Component Overview
  • Call Flows Review
  • PCCE Deployment Planning and System Design Specification
  • Software Compatibility and OS Requirements
  • General Considerations and System Requirements
  • Active Directory Considerations
  • Security Certificate Overview
  • Install and Configure Certificate Authority
  • PCCE Inventory and Service Accounts
  • Run the PCCE Wizard
  • PCCE Remote Site Overview
  • Remote Site Security Certificate Considerations
  • Compare Real Time vs. Live Data
  • Complete Cisco Unified Intelligence Center Integration
  • CCE Dial Plan Components
  • Ingress Gateway and Cisco Unified Border Element Dial Plans
  • Confirm Configuration Readiness
  • Unified Communication Manager Administration
  • 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
Live Online Training (Duration : 24 Hours) 2650 + If you accept merging of other students. Per Participant & excluding VAT/GST
We Offer :
  • 1-on-1 Public - Select your own start date. Other students can be merged.
  • 1-on-1 Private - Select your own start date. You will be the only student in the class.

4 Hours
8 Hours
Week Days

Start Time : At any time

12 AM
12 PM

1-On-1 Training is Guaranteed to Run (GTR)
Group Training
Date On Request
Course Prerequisites

• Must have Cisco Certified Network Associate (CCNA) certification
• Must have either an active Cisco Collaboration Architecture and Design (CAAD) certification or have taken the Cisco Collaboration Solutions for Architects (CCSA) course
• Must possess foundational knowledge of Cisco Unified Communications Manager (CUCM)
• Must have a working knowledge of the concepts covered by the CCEI v1.0 course prerequisite web-based training course
• Knowledge of Cisco Unified Intelligent Contact Management Enterprise (UICME) is beneficial
• Understanding of Quality of Service (QoS) and basic routing protocols is helpful

Target Audience

The Implementing Cisco Contact Center Enterprise (CCEI) v1
0 training is geared towards experienced networking professionals who wish to gain a deep knowledge of how to install, configure, maintain, and troubleshoot the Cisco Contact Center Enterprise (CCE) solution
The target audience for this training includes network administrators, network engineers, system administrators, IT and QA professionals, systems architects, and any other individual interested in understanding and successfully implementing this industry leading Contact Center Enterprise solution from Cisco
With the help of this course and its instructor-led labs and e-learning modules, participants will gain an appreciation of the components of a Contact Center Enterprise solution and will be able to design, implement, and maintain powerful unified communication and collaboration tools such as text/voice/video chat, presence management, skills-based routing, web collaboration, real-time reporting, among other features

Learning Objectives of Implementing Cisco Contact Center Enterprise (CCEI) v1.0

1. Understand the overall architecture of a Cisco Contact Center Enterprise system and the essential components involved.
2. Learn the best practices and configuration techniques for the supported IP Telephony devices.
3. Recognize how contact center agents use IP phones, Unified Contact Center Express (UCCX) applications, and web-based applications for customer service interactions.
4. Learn to configure, monitor, and troubleshoot a Cisco Contact Center Enterprise system to ensure superior customer service.
5. Utilize analytics to measure performance and gain insight into customer service operations.
6. Become knowledgeable on advanced Cisco UCCX/CVP features and functionality.
7. Gain experience deploying and administering transformational contact center solutions.

Student Feedback  (Check Koenig Feedback on Trustpilot)

Q1 Say something about the Trainer? Q2 How is Koenig different from other training Companies? Q3 Will you come back to Koenig for training ?

Student Name Feedback
Vinod Kewate
United States
A1. Deep knowledge about the product

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