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Implementing Cisco Contact Center Enterprise
Description
CCEI – Implementing Cisco Contact Center Enterprise Introduction
Welcome to our in-depth and comprehensive course on Implementing Cisco Contact Center Enterprise (CCEI) v1.0.
This course is meticulously designed for deployment engineers and sales engineers who aspire to master the implementation of Cisco Packaged Contact Center Enterprise (PCCE) solutions.
Our training program delves deep into the intricacies of PCCE, focusing on deployment strategies, advanced integration with external data, and implementing Single Sign-On (SSO) solutions.
By the end of this course, you’ll not only be proficient in PCCE deployment and scripting but also equipped with the skills to offer Tier 2-3 support and Day 1 support for new CCE deployments.
Course Objectives
Our comprehensive curriculum aims to equip you with:
- Profound insights into PCCE deployment planning, ensuring you can design systems that are both robust and efficient.
- Advanced skills in scripting, which is vital for creating interactive and responsive customer experiences.
- The ability to integrate external data seamlessly, enhancing the functionality and versatility of the contact center.
- Expertise in implementing SSO solutions, a critical component in today’s security-conscious digital environment.
What You’ll Learn
The course covers a range of essential topics, each contributing to your overall expertise in implementing Cisco Contact Center solutions:
- Deployment Planning: Delve into the strategic planning required for successful Cisco Packaged Contact Center Enterprise deployments, considering the latest industry practices and technologies.
- System Design: Develop skills to design state-of-the-art contact center systems that cater to dynamic business requirements.
- Software Compatibility: Navigate the complexities of software compatibility, a crucial aspect to ensure smooth integration and operation.
- Security Certificates: Gain an in-depth understanding of security certificates, essential for safeguarding your contact center’s data and communications.
- Integration Techniques: Learn about advanced integration techniques that provide a unified and seamless experience to customers.
- Dial Plans: Master the creation and management of effective dial plans, optimizing the efficiency of call routing and handling.
- Scripting Capabilities: Acquire the ability to write and implement powerful scripts that can significantly enhance customer interaction and operational efficiency.
- Single Sign-On Implementation: Understand the mechanics behind SSO implementation, ensuring a secure yet convenient access system for users.
Your Path to Expertise
Upon completing this course, you will have developed a comprehensive skill set, making you proficient in the deployment and management of Cisco Packaged Contact Center Enterprise solutions. You’ll be equipped to handle complex deployment scenarios, integrate various components seamlessly, and ensure the highest level of security and efficiency in your contact center operations.
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.
CCEI – Implementing Cisco Contact Center Enterprise 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 |