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

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

Enroll for 4- day Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0 course from Koenig Solutions accredited by Cisco. 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

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 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

 

 

Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0 Training (Duration : 32 Hours) Download Course Contents

Live Virtual Classroom
Group Training 1450
15 - 18 Nov GTR 09:00 AM - 05:00 PM CST
(8 Hours/Day)

06 - 09 Dec 09:00 AM - 05:00 PM CST
(8 Hours/Day)

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Course Modules

Module 2: ECE General administration
  • Details are not available.
Module 6: Lab outline
  • Navigate CCE discovery architecture and components
  • Navigate ECE and CCE discovery architecture and components
  • Navigate ECE Email and Cisco Finesse integration
  • Add and Import CCE Resources into ECE
  • Personalize the Email Trail
  • Build a Department Workflow
  • Build CCE Script for Email
  • Agent Verification of Emai
  • Configure and Verify Chat Operation
  • Customize Chat
  • Explore Reporting for ECE
  • Support Single Sign On (SSO) for ECE
  • Troubleshoot ECE
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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