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Implementing Cisco Contact Center Enterprise (CCEI)
Description
Implementing Cisco Contact Center Enterprise (CCEI) Introduction
Welcome to the definitive training program on Implementing Cisco Contact Center Enterprise (CCEI) v1.0, meticulously crafted for deployment and sales engineers.
This course is tailored to enhance your expertise in deploying Cisco Packaged Contact Center Enterprise (PCCE) solutions, equipping you with essential skills for advanced system integration and management.
Throughout this comprehensive course, participants will dive into detailed deployment strategies, learn how to integrate external data effectively, and implement robust Single Sign-On (SSO) solutions. The curriculum is designed to transform students into proficient deployment specialists who are well-versed in PCCE scripting and can provide exceptional Tier 2-3 and Day 1 support for new Cisco CCE deployments.
By completing this course, you will acquire a thorough understanding of the complexities involved in managing Cisco PCCE environments. You will gain the ability to navigate challenging deployment scenarios, integrate multiple system components seamlessly, and maintain the highest standards of security and operational efficiency.
Equip yourself with the skills to excel in the deployment and management of Cisco’s enterprise contact center solutions and advance your professional career.
Implementing Cisco Contact Center Enterprise (CCEI) Course Objectives
Our comprehensive curriculum is designed to equip you with key competencies in deploying and managing Cisco Packaged Contact Center Enterprise (PCCE) systems. Here’s what you can expect to learn:
- System Design and Deployment Planning: Develop the skills to design and plan PCCE deployments effectively, ensuring your systems are both robust and efficient to meet dynamic business needs.
- Scripting for Enhanced Customer Interactions: Gain advanced scripting skills crucial for creating interactive and responsive customer experiences.
- External Data Integration: Learn how to seamlessly integrate external data to enhance the functionality and versatility of your contact center.
- Single Sign-On (SSO) Solutions: Acquire expertise in implementing SSO solutions, a vital component for maintaining security in today’s digital environments.
- Software Compatibility and Integration: Navigate the complexities of software compatibility to ensure smooth system integration and operation.
Prerequisites
Prospective participants should have:
- Advanced knowledge in networking components including Windows A/D and SQL Server.
- A solid understanding of IP networks.
- Familiarity with Cisco Packaged Contact Center Enterprise functionalities.
- Experience in administering Cisco Packaged Contact Center Enterprise.
- Knowledge of Unified Communications Manager and Voice Gateways.
- Completion of recommended Cisco learning offerings to meet these prerequisites.
Audience
This course is specially tailored for:
- Deployment Engineers who are responsible for setting up and maintaining contact center solutions.
- Sales Engineers who need to understand the technical aspects of Cisco PCCE to provide effective solutions to clients.
Implementing Cisco Contact Center Enterprise (CCEI) Outline
Day 1
Planning and Deployment
- 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
Day 2
Installation and Security
- Preparing CCE Software for Installation
- General Considerations and System Requirements
- Active Directory Considerations
- Administering Security Certificates
- Security Certificate Overview
- Install and Configure Certificate Authority
Day 3
Integration and Dial Plans
- Introducing the Packaged CCE Integration Wizard
- PCCE Inventory and Service Accounts
- Run the PCCE Wizard Adding a Site to Packaged CCE
- Adding a Site to Packaged CCE
- PCCE Remote Site Overview
- Remote Site Security Certificate Considerations
- Integrating Cisco Unified Intelligence Center, LiveData, and Finesse
- Personalizing the Packaged CCE Dial Plan
- CCE Dial Plan Components
- Ingress Gateway and Cisco Unified Border Element Dial Plans
- Configuring to Validate Deployment
Day 4
Scripting and Single Sign-On
- Cisco Unified Communications Manager Administration
- Scripting for Packaged Contact Center Enterprise
- Configure Script Editor
- Use Microapps
- Configuring Single Sign-On
- SSO Overview
- Configure SSO Prerequisites
Lab Outline
Throughout the course, students will participate in hands-on labs covering topics such as:
- Navigating CCE architecture
- Configuring PCCE
- Personalizing Finesse
- Building test scripts
- Enabling Single Sign-On
$2695.00
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3 Days Course |