CCEI v1.0 – Implementing Cisco Contact Center Enterprise


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Tulevat päivämäärät

Oct 17 - Oct 19, 2022
09:00 - 17:00

Nov 14 - Nov 16, 2022
09:00 - 17:00

Dec 12 - Dec 14, 2022
09:00 - 17:00

Jan 9 - Jan 11, 2023
09:00 - 17:00

Feb 6 - Feb 8, 2023
09:00 - 17:00

Mar 6 - Mar 8, 2023
09:00 - 17:00

  • CCEI v1.0 – Implementing Cisco Contact Center Enterprise
    3 days  (Instructor Led Online)  |  Unified Contact Center

    Course Details


    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.


    This class 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


    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
    • Configure an advanced VXML application implementing DB lookup functionality and digit collection; use Call Studio and CCE Scripting tools to present call data collected from the caller to the gent desktop
    • Discover how to install CCE software
    • Administer CA signed security certificates to support the successful addition of a PCCE site
    • Identify the tasks associated with adding Remote Site functionality to 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


    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®)