CCEI - Implementing Cisco Contact Center Enterprise

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.

How You'll Benefit

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

Who Should Enroll

Deployment engineer
Sales engineer

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

Course Prerequisites

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^®)

Course Outline

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

Lab Outline

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