Cisco Next Level

CI-CCEI-VILT

Reporting Cisco Contact Center Enterprise

Price:
Duration: 3 Days

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®)

Who should enroll

  • Deployment engineer

  • Sales engineer

Dates
An individual course planning is possible for this kind of course. If you would like to know more about this course please either call us on +971 4 42 89 440 or send an email to training@fastlane-mea.com.

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

  • Discover how to install CCE software

  • Administer CA signed security certificates to support the successful addition of a PCCE site

  • Use the Integration Wizard to configure the various platforms and servers installed in 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

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

    • PCCE Remote Site Overview

    • Remote Site Security Certificate Considerations

  • Integrating Cisco Unified Intelligence Center, LiveData, and Cisco 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

    • Confirm Configuration Readiness

    • Unified Communication Manager Administration

  • Scripting for Packaged Contact Center Enterprise

    • Configure Script Editor

    • Use Microapps

  • Configuring Single Sign-On

    • SSO Overview

    • Configure SSO Prerequisites

Lab outline

  • Navigate CCE Discovery Architecture and Components

  • Explore ICM Configuration Tools

  • Observe Installed CCE Software

  • Certificate Store Navigation

  • Add a Remote Site to PCCE

  • Personalize Cisco Finesse Server

  • Configure Site Dial Plan

  • Verify Configuration Details to Facilitate Final Testing

  • Configure Deployment of VXML Functionality

  • Build a Series of Test Scripts

  • Enable Single Sign-On

Further information

If you would like to know more about this course please contact us