Course Overview
The Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course teaches you how to build and implement a Cisco® Packaged Contact Center Enterprise (PCCE) solution, including advanced integration of external data, Single Sign-On (SSO), and process detail for the Contact Center Enterprise (CCE) solution with examples of the various deployment models. This integration process enables businesses and organizations to deliver a connected digital experience of continuous and capability-rich journeys for your customers, across time and channels. This course teaches you to install the CCE solution and provide Tier 2–3 solution support. The focus is on Day 1 support for a new CCE deployment.
This course will help you:
- Learn how to optimize management of CCE solutions for smooth, connected, and efficient digital experiences across multiple channels
- Manage the effects of using CCE solutions for scalability, flexibility, and growth to support larger contact center enterprises
Who should attend
- Deployment engineer
- Sales engineer
Prerequisites
To fully benefit from this course, you should have the following knowledge:
- Advanced knowledge of computer networking components: Windows A/D, SQL Server, and components
- Understanding of IP networks
- Strong understanding of Cisco Packaged Contact Center Enterprise functionality
- Advanced experience administering of Cisco Packaged Contact Center Enterprise
- Working knowledge of Unified Communications Manager and Voice Gateways
Recommended Cisco offerings that may help you meet these prerequisites:
Course Objectives
After taking this course, you should be able to:
- Examine components, protocols, and variables that influence selection of the design and sizing of a PCCE deployment
- Identify concepts necessary to create CCE system design specifications and deployment plans
- Discover how to install CCE software
- Administer CA signed security certificates to support the successful addition of a PCCE site
- Use the Integration Wizard to configure the various platforms and servers installed in the PCCE environment
- Discuss integration of the CUIC, LiveData, and Finesse reporting environments
- Configure the PCCE Dial Plan end-to-end, incorporating the use of Cisco Unified Border Element (CUBE), Cisco Unified SIP Proxy (CUSP), Cisco Virtualized Voice Browsers (VVBs), Voice XML (VXML) Gateways (GW), and Significant Digits
- Examine concepts necessary to create CCE system design specifications and deployment plans
- Create a series of routing scripts using PCCE
- Configure Single sign-on for Unified CCE
Follow On Courses
Outline: Implementing Cisco Contact Center Enterprise (CCEI)
Planning a Cisco Packaged Contact Center Enterprise Deployment
- Packaged CCE Component Overview
- Call Flows Review
Staging a Packaged CCE Deployment
- PCCE Deployment Planning and System Design Specification
- Software Compatibility and OS Requirements
Preparing CCE Software for Installation
- General Considerations and System Requirements
- Active Directory Considerations
Administering Security Certificates
- Security Certificate Overview
- Install and Configure Certificate Authority
Introducing the Packaged CCE Integration Wizard
- PCCE Inventory and Service Accounts
- Run the PCCE Wizard
Adding a Site to Packaged CCE
- PCCE Remote Site Overview
- Remote Site Security Certificate Considerations
Integrating Cisco Unified Intelligence Center, LiveData, and Cisco Finesse
- Compare Real Time vs. Live Data
- Complete Cisco Unified Intelligence Center Integration
Personalizing the Packaged CCE Dial Plan
- CCE Dial Plan Components
- Ingress Gateway and Cisco Unified Border Element Dial Plans
Configuring to Validate Deployment
- Confirm Configuration Readiness
- Unified Communication Manager Administration
Scripting for Packaged Contact Center Enterprise
- Configure Script Editor
- Use Microapps
Configuring Single Sign-On
- SSO Overview
- Configure SSO Prerequisites
Lab outline
- 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