Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0 Certification Training Course

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Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0 Course Overview

This course is focused on how to deploy Cisco Enterprise Chat and Email into an existing Packaged Contact Center environment. Through a blend of hands-on labs and interactive lectures, you will learn:

  • Configure, integrate, and deploy Cisco Enterprise Chat and Email into existing Enterprise Contact Center environments
  • Grow your understanding of Cisco ECE administration and features

The 1-on-1 Advantage


Flexible Dates

  • • Choose Start Date
  • • Reschedule After Booking
  • • Weekend / Evening Option

4-Hour Sessions

You will learn:

Module 6: Lab outline
  • Navigate CCE discovery architecture and components
Live Online Training (Duration : 32 Hours)
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.

2100 + If you accept merging of other students. Incl. Official Courseware
4 Hours
8 Hours
Ultra-Fast Track
Week Days

Start Time : At any time

12 AM
12 PM

1-On-1 Training is Guaranteed to Run (GTR)
Group Training
1850 Per Participant Incl. Official Courseware
12 - 15 Dec
09:00 AM - 05:00 PM CST
(8 Hours/Day)
16 - 19 Jan
09:00 AM - 05:00 PM CST
(8 Hours/Day)
06 - 09 Feb
09:00 AM - 05:00 PM CST
(8 Hours/Day)
Course Prerequisites
  • Strong knowledge of computer networking components: Windows A/D, SQL
  • Strong understanding of IP networks
  • Advanced experience administering Cisco Packaged Contact Center Enterprise
  • Experience deploying Cisco Packaged Contact Center Enterprise

Target Audience:

  • Advanced CCE administrators
  • Cisco and partner CCE Deployment Engineers
  • Tier 2 and 3 CCE support personnel and Field Engineers
  • ATP roles (DE)

Learning Objectives:

After completing this Cisco course, you will be able to:

  • Define the components of ECE that make up the available deployment models available for enterprise solutions
  • Utilize the Classic ECE interface to differentiate between partitions
  • Utilize the Classic ECE interface to differentiate between processes and instances
  • Configure the PCCE requirements necessary to integrate ECE
  • Configure the requirements necessary to integrate ECE with the Single Pane of Glass used with PCCE
  • Configure the requirements necessary to integrate ECE with email services
  • Add the ECE Agent gadget to the Cisco Finesse Desktop layout
  • Describe the installation requirements for a high-availability deployment of ECE
  • Describe a basic email and chat call flow through the ECE/PCCE environment
  • Understand the general operational requirements for adding CCE Agent, skill, and scripting objects and importing them into CCE
  • Navigate the administrative tabs in both the Business Partition and Department view of the Single Pane of Glass
  • Add and import objects into the ECE
  • Describe the configurations options found in the Email and Chat Queue
  • Describe the configuration and verification of chat functionality in a CCE ECE environment
  • Configure and verify ECE settings
  • Configure an entry point for a chat queue and introduce template sets
  • Customize the chat experience
  • Define and verify the configuration requirements to deploy callback and delayed callback
  • Describe the benefits of implementing Agent Single Sign-on in the ECE/CCE environment
  • Configure the requirements necessary to implement Agent Single Sign-on in the ECE/CCE environment

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