CCECE — Implementing Cisco Contact Center Enterprise Chat & Email

Course Overview

The Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) v1.0 course teaches you how to deploy Cisco® Enterprise Chat and Email (ECE) into an existing Enterprise Contact Center environment. You will learn the steps required to prepare and configure both Cisco Packaged Contact Center Enterprise (PCCE) and ECE environments for integration, as well as gain experience with the operation and administration tasks required for initial ECE deployment. Additionally, you will experience ongoing system administration tasks such as enabling Single Sign-On (SSO), importing objects, preparing queues and workflows, using the scripting tool, generating reports, and enabling system logs for troubleshooting. Finally, you will also learn how to implement features that enhance ECE operations for Agents.

How you’ll benefit

This course will help you:

Configure, integrate, and deploy Cisco Enterprise Chat and Email into existing Enterprise Contact Center environments
Grow your understanding of Cisco ECE administration and features

Who should attend

Deployment engineers

Prerequisites

Before taking this course, student should have:

Strong knowledge of computer networking components: Windows A/D, SQL
Strong understanding of IP networks
Advanced experience administering Cisco Packaged Contact Center Enterprise
Experience deploying Cisco Packaged Contact Center Enterprise

Course Objectives

After taking this course, you should be able to:

Describe the ECE solution as deployed with Cisco Contact Center Enterprise (CCE)
Define the components of ECE that make up the available deployment models available for enterprise solutions
Utilize the Classic ECE interface to differentiate between partitions
Utilize the Classic ECE interface to differentiate between processes and instances
Configure the PCCE requirements necessary to integrate ECE
Configure the requirements necessary to integrate ECE with the Single Pane of Glass used with PCCE
Configure the requirements necessary to integrate ECE with email services
Add the ECE Agent gadget to the Cisco Finesse Desktop layout
Describe the installation requirements for a high-availability deployment of ECE
Describe a basic email and chat call flow through the ECE/PCCE environment
Understand the general operational requirements for adding CCE Agent, skill, and scripting objects and importing them into CCE
Navigate the administrative tabs in both the Business Partition and Department view of the Single Pane of Glass
Add and import objects into the ECE
Describe the configurations options found in the Email and Chat Queue
Describe the configuration and verification of chat functionality in a CCE ECE environment
Configure and verify ECE settings
Configure an entry point for a chat queue and introduce template sets
Customize the chat experience
Define and verify the configuration requirements to deploy callback and delayed callback
Describe the benefits of implementing Agent Single Sign-on in the ECE/CCE environment
Configure the requirements necessary to implement Agent Single Sign-on in the ECE/CCE environment