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.

• 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
• Adding a Site to Packaged CCE
  • PCCE Remote Site Overview
  • Remote Site Security Certificate Considerations
• Integrating Cisco Unified Intelligence Center, LiveData, and 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
• Configuring to Validate Deployment
  • Confirm Configuration Readiness
  • 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 Practice

• Navigate CCE Discovery Architecture and Components
• Explore ICM Configuration Tools
• Observe Installed CCE Software
• Navigate Certificate Store
• Add a Remote Site to PCCE
• Personalize Finesse Server
• Configure Site Dial Plan
• Verify Configuration Details for Final Testing
• Build a Series of Test Scripts
• Enable Single Sign-On

• Deployment engineer
• Sales engineer

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^®)