CCEI - Implementing Cisco Contact Center Enterprise

Audience:

• Deployment Engineer • Sales Engineer

Prerequisites:

The knowledge and skills that students are expected to have before attending this course are: • 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 Here are recommended Cisco learning offerings that may help students meet these prerequisites: • Cisco CCEF Course • Cisco CCEA Course • Cisco CCEAA Course • Cisco CCNA Course • Cisco CLFNDU Course

Description:

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.

Course Objectives:

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

This course is delivered remotely via our partnership with Sunset Learning.