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Troubleshooting Cisco Contact Center Enterprise
Description
Troubleshooting Cisco Contact Center Enterprise (CCET) Introduction:
Welcome to the Advanced Troubleshooting for Cisco Contact Center Enterprise (CCET) course, a specialized training program designed for Tier 3 support technicians and engineers. This course aims to equip you with the advanced skills and knowledge necessary to effectively diagnose and resolve intricate issues commonly encountered in the deployment and maintenance of Cisco Contact Center Enterprise (PCCE) systems.
Throughout this comprehensive course, you will dive into the intricacies of PCCE deployment, gaining a thorough understanding of CCE flows, processes, and the fundamental components that constitute the PCCE framework. You will learn to apply systematic troubleshooting methodologies to real-world scenarios, enhancing your ability to analyze call flow processes, protocols, and the various services integral to the CCE infrastructure.
The course also emphasizes mastering an array of diagnostic tools and utilities, such as the Diagnostic Framework Suite, Analysis Manager, System CLI, Diagnostic Framework Portico, Single Pane of Glass (SPOG), and ICM Command Line Tools.
By the end of this course, you will be proficient in troubleshooting complex issues related to CCE certificates, Cisco Finesse, and varied PCCE deployment scenarios, including navigating certificate stores and effectively utilizing Cisco Finesse logs for advanced troubleshooting.
Prerequisites
Before enrolling in this course, students are expected to have the following prerequisites:
- Strong knowledge of computer networking components, including Windows A/D, SQL Server, servers, routers, and switches.
- Strong understanding of IP networks.
- Advanced experience in administering Cisco Packaged Contact Center Enterprise.
- Experience in deploying Cisco Packaged Contact Center Enterprise.
- Experience in administering and troubleshooting Unified Communications Manager and Voice Gateways.
Audience
This course is ideal for the following roles:
- Deployment Engineer
- Sales Engineer
- Deployment Project Manager
- Account Manager
Troubleshooting Cisco Contact Center Enterprise Outline
CCE Flows and Process Review
- Describe CCE flows and processes required to support and troubleshoot the PCCE deployment.
- Troubleshooting and Support Methodology
- Review concepts for a Troubleshooting Methodology and how to apply these methods in a sample scenario.
- PCCE Component Review
- Review the components involved in PCCE Deployment and the function of each.
- PCCE Call Flow Review
- Review the Call Flow process to discuss the messages and protocols required to support a PCCE Deployment.
- PCCE Processes
- Describe the processes required by various CCE Services and how they support the application.
- Discovery 01-1
- Configure Access to Discovery Environment
- Setup the Discovery environment.
- Discovery 01-2
- Explore CCE Components
- Explore the Inventory of a PCCE Deployment, confirm the AW Sync Status of the deployment, and access the Diagnostic Framework Portico.
CCE Diagnostic tools
- Introduce the many diagnostic tools available to the engineer responsible for troubleshooting a PCCE environment.
- Diagnostic Framework Suite
- Introduce the basics of the Diagnostic Framework Suite and its role in CCE troubleshooting.
- Run Analysis Manager
- Use the Analysis Manager tool to run a selection of CCE logs.
- Run Unified System CLI
- Use the System CLI to run a selection of CCE logs.
- Run Diagnostic Framework Portico
- Use the Diagnostic Framework Portico to run a selection of CCE logs.
- Run Single Pane of Glass (SPOG)
- Use the SPOG interface to run a selection of CCE logs.
- ICM Command Line Tools
- Examine ICM Command Line tools and their use in troubleshooting in a CCE environment.
- Discovery 2-1
- Explore Diagnostic Framework Suite
- Explore diagnostic tools used to access data logs across the platform.
- Discovery 2-2
- Analyze PG Logs
- Examine the tools that are used to analyze peripheral gateway / agent transactions.
Troubleshooting CCE
- Apply troubleshooting tools and techniques to address issues with CCE Certificates, Cisco Finesse, and PCCE Deployment.
- Troubleshoot Certificates
- Examine concepts regarding security certificates and discuss the tools and utilities used to ensure their efficacy.
- Troubleshoot Cisco Finesse
- Define the protocols, tools, and procedures used to troubleshoot the Cisco Finesse client/server environment.
- Troubleshoot a PCCE Deployment
- Examine troubleshooting scenarios and solutions witnessed in building the PCCE lab-only deployment model used for this course.
- Discovery 3-1
- Navigate Certificate Store
- Navigate the various certificate stores found in the PCCE environment, across multiple server types and Operating Systems.
- Discovery 3-2
- View Cisco Finesse Logs
- Enable Cisco Finesse client/server logging and view the contents of the logged information.