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.

Who Should Attend?

• Deployment engineer
• Sales engineer

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