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.

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 Outline

• Deploying Cisco Enterprise Chat and Email
• ECE General administration
• Cisco ECE Email administration
• Cisco ECE Chat administration
• Cisco Enterprise Chat and Email features

Lab Outline

• Navigate CCE discovery architecture and components
• Navigate ECE and CCE discovery architecture and components
• Navigate ECE Email and Cisco Finesse integration
• Add and Import CCE Resources into ECE
• Personalize the Email Trail
• Build a Department Workflow
• Build CCE Script for Email
• Agent Verification of Email
• Configure and Verify Chat Operation
• Customize Chat
• Explore Reporting for ECE
• Support Single Sign On (SSO) for ECE
• Troubleshoot ECE