United States
United States
The Koenig Crafted course covers the details needed to prepare an both UCCE and ECE environments for the integration and configurations steps required to do the actual integration. Students will gain experience with the operations and administration tasks required for initial ECE deployment as well as ongoing system administration such as enabling SSO, importing objects, preparing queues and workflows, using the scripting tool, generating reports, enabling system logs for troubleshooting. Students will also see how to implement features that enhance ECE operations for Agents. This course also describes feature enhancements that will be available in ECE 12.0.
The base course for this Koenig Crafted Course is "DUCCE -Deploying Cisco Unified Contact Center Enterprise", the course is intended for system engineers engaged with the day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product. During the class, students will learn the Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting options.
Target Audience:
This course is designed for partners and customers responsible for deploying and administering ECE in the UCCE environment.
Course Objectives:
Download Course Contents
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The prerequisites for this course are that the student has knowledge and experience deploying and administering and maintaining Cisco UCCE.
AUCCE1 can help you achieve the prerequisite.
Course Outline:
Module 1 – Deploying Cisco Enterprise Chat and Email
Lesson 1 – ECE Overview
Lesson 2 – Preparing CCE for ECE Integration
Lesson 3 – ECE Installation
Lesson 4 – ECE Integration with CCE
Lab 1-1 Navigating ECE and CCE
Lesson 5 – ECE Integration with Email Server
Lesson 6 – Enabling SSL Functionality for ECE
Lesson 7 – Integrating Finesse with ECE
Lab 1-2 Navigating ECE Email and Finesse Integration
Module 2 – Cisco ECE Operations & Administration
Lesson 1 – Partition Administration Deep-Dive
Lesson 2 – Adding & Importing UCCE Objects into ECE
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
Lab 2-4 Working with ECE Workflow Queues
Lab 2-5 Working with ECE Articles
Lesson 4 – Configuring Inbound Email
Lesson 5 – Configuring Outbound Email
Lab 2-6 Workflow Editor and Verifying Email Operation
Lesson 6 – Configuring ECE Chat
Lab 2-7 Configure and Verify Chat in ECE
Lesson 7 – Reporting for ECE
Lab 2-8 Reporting for ECE
Module 3 – Cisco ECE Features
Lesson 1 – Agent Single Sign-On (SSO) for ECE
Lab 3-1 Agent SSO
Lesson 2 – Troubleshooting
Lesson 3 – ECE 12.x New Features Overview
Lesson 4 – Solutions + Features Overview
We offer below courses: Cisco Certified Network Associate (200-301 CCNA) - Implementing Cisco Collaboration Core Technologies (CLCOR) - Implementing Cisco Data Center Core Technologies (DCCOR) v1.1 - CompTIA Network+ (N10-008) - Implementing Cisco Enterprise Network Core Technologies (ENCOR) - Implementing Cisco Enterprise Advanced Routing and Services (ENARSI) - CCNP Data Center Implementing Cisco SD-WAN Solutions (ENSDWI) v2.0 - Understanding Cisco Wireless Foundations (WLFNDU) v1.0 - CCNP Service Provider
