CCET - Cisco Contact Center Enterprise

Course Description

The Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 course is focused on Day 2 support of a Packaged Contact Center Enterprise (PCCE) deployment by Tier 3 support personnel. Cisco^® PCCE provides an enterprise-class contact center in a prepackaged deployment model that offers simplified deployment, operation, and maintenance. You will learn to identify the processes and tools used to diagnose common deployment issues so that support personnel can select optimal methods to resolve those issues.

How You'll Benefit

This class will help you:
Learn the troubleshooting techniques to maximize the benefits the prepackaged deployment model PCCE
Anticipate and rectify possible deployment issues by learning the tools and processes that provide solutions for deployment issues

Who Should Enroll

Account manager
Deployment engineer
Deployment project manager
Sales engineer

Course Objectives

After taking this course, you should be able to:
Describe CCE flows and processes required to support and troubleshoot the PCCE deployment
Introduce the many diagnostic tools available to the engineer responsible for troubleshooting a PCCE environment
Apply troubleshooting tools and techniques to address issues with CCE Certificates, Cisco Finesse, and PCCE Deployment

Course Prerequisites

To fully benefit from this course, you should have the following knowledge:
Strong knowledge of computer networking components: Windows A/D, SQL Server, and components (servers, routers, switches)
Strong understanding of IP networks
Advanced experience administering of Cisco Packaged Contact Center Enterprise
Experience deploying Cisco Packaged Contact Center Enterprise
Experience administering and troubleshooting Cisco Unified Communications Manager and Voice Gateways

Recommended Cisco offerings that may help you meet these prerequisites:
Understanding Cisco Contact Center Enterprise Foundations (CCEF)
Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
Understanding Cisco Collaboration Foundations (CLFNDU)
Implementing and Administering Cisco Solutions (CCNA^®)
Administering Cisco Contact Center Enterprise (CCEA)
Administering Advanced Cisco Contact Center Enterprise (CCEAA)
Implementing Cisco Contact Center Enterprise (CCEI)

Course Outline

CCE Flows and Process Review
Troubleshooting and Support Methodology
PCCE Components
PCCE Call Flow Review
CCE Diagnostic Tools
Diagnostic Framework Suite
Run Analysis Manager
Run Unified System Command-Line Interface (CLI)
Troubleshooting CCE
Troubleshooting Certificates
Troubleshooting Cisco Finesse
Troubleshooting a PCCE Deployment

Lab Exercises
Configure Access to Discovery Environment
Explore CCE Components
Explore Diagnostic Framework Suite
Analyze Peripheral Gateway (PG) Logs
Navigate Certificate Store
View Cisco Finesse Logs

Lab Outline

Configure Access to Discovery Environment
Explore CCE Components
Explore Diagnostic Framework Suite
Analyze Peripheral Gateway (PG) Logs
Navigate Certificate Store
View Cisco Finesse Logs