Implementing Cisco Contact Center Enterprise (CCEI)

What you’ll learn in this course

The Implementing Cisco Contact Center Enterprise (CCEI) 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.

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Private group training

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Course duration

  • Instructor-led training: 3 days in the classroom
  • Virtual instructor-led training: 3 days of web-based classes

How you’ll benefit

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 enroll

  • Deployment engineer
  • Sales engineer

Technology areas

Collaboration

Course details

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

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:

  • Administering Cisco Contact Center Enterprise (CCEA)
  • Administering Advanced Cisco Contact Center Enterprise (CCEAA)
  • Understanding Cisco Contact Center Enterprise Foundations (CCEF)
  • Understanding Cisco Collaboration Foundations (CLFNDU)
  • Implementing and Administering Cisco Solutions (CCNA®)

Outline

  • 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

Resources