Module 1 – Deploying Cisco Enterprise Chat and Email
Lesson 1 – ECE Overview
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ECE Deployment Models and Architectural Overview
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ECE System Requirements
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Chat, Email and Data Flow
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ECE Login Points
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PCCE Considerations
Lesson 2 – Preparing CCE for ECE Integration
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Preparing CCE for ECE Integration Overview
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CCE Configuration Cleanup
Lesson 3 – ECE Installation
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ECE Installation Overview
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Install SQL for ECE as Administrator
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ECE Installation (11.5)
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ECE Upgrade (11.6)
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Check System Performance
Lesson 4 – ECE Integration with CCE
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Partition and Console Overviews
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ECE Startup
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Partition Administration
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Unified CCE Integration
Lab 1-1 Navigating ECE and CCE
Lesson 5 – ECE Integration with Email Server
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Dispatcher & Retriever Process Startup
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Configure Email for ECE – Add Alias
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SMTP Settings
Lesson 6 – Enabling SSL Functionality for ECE
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Secure Sockets Layer (SSL) Overview
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Enabling SSL for ECE
Lesson 7 – Integrating Finesse with ECE
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Finesse Configuration Overview
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Finesse Admin Page (cfadmin)
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.xml Files Configuration
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ECE Finesse Login
Lab 1-2 Navigating ECE Email and Finesse Integration
Module 2 – Cisco ECE Operations & Administration
Lesson 1 – Partition Administration Deep-Dive
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ECE Administration Console Overview
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Partition Console – Administration
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Administration Console
Lesson 2 – Adding & Importing UCCE Objects into ECE
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Chat & Email Flow
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Adding/Importing Objects
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Verify ICM & ECE Configuration
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Using PQ’s with ECE
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Create ICM Scripts
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Scheduling ICM/CCE Routing Scripts
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Import CCE Objects into ECE
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Logging in as an ECE Agent
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Department Considerations and Configuration
Lab 2-1 Preparing CCE Basic Configuration
Lab 2-2 Working with ECE Imports
Lab 2-3 ECE Agent Login
Lesson 3 -ECE Queues and Workflows
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Services and Settings for Queues and Workflows
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Partition and Department Settings for Queues and Workflows
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Creating Articles
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Workflow Service Level Configuration
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Confirming the Workflow Editor (JRE)
Lab 2-4 Working with ECE Workflow Queues
Lab 2-5 Working with ECE Articles
Lesson 4 – Configuring Inbound Email
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Configuring Inbound Email
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Create New Inbound Workflow
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ICM Inbound Email Script
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Verify Email Operation – ICM Script
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Verify Email Operation to Agent
Lesson 5 – Configuring Outbound Email
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Configuring Onbound Email
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Create New Outbound Workflow
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Verify Outbound Email Operation
Lab 2-6 Workflow Editor and Verifying Email Operation
Lesson 6 – Configuring ECE Chat
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Configure and Verify CCE/ECE for Chat
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Testing Template Modifications
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Verify Chat Operation
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Callback, Delayed Callback
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Dynamic Messages for Integrated Chat
Lab 2-7 Configure and Verify Chat in ECE
Lesson 7 – Reporting for ECE
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Reporting Overview
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ECE Reports in CUIC
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Native ECE Reporting
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Creating & Modifying Reports
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Managing Report History
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Scheduling Reports
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Sending Notifications
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Setting Permissions on Reports
Lab 2-8 Reporting for ECE
Module 3 – Cisco ECE Features
Lesson 1 – Agent Single Sign-On (SSO) for ECE
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SSO Overview
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Configure & Verify SSO
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Other Security Considerations
Lab 3-1 Agent SSO
Lesson 2 – Troubleshooting
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Common issues and solutions
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Enabling logs
Lesson 3 – ECE 12.x New Features Overview
Lesson 4 – Solutions + Features Overview