CI-CCECE
Implementing Cisco Contact Center Enterprise Chat & Email
Price:
Duration:
4 Days
CI-CCECE
CLC's:
CE
36
32 Credits
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
What you will Learn
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.
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
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
Further information
If you would like to know more about this course please contact us
