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Implementing Cisco Contact Center Enterprise

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USD 2,250.00 excl. VAT

3 Days



PDF Outline

Who Should Attend

• Deployment engineer

• Sales engineer



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®)

What you will learn

What you will Learn


Course 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


Course Outline

• Planning a Cisco Packaged Contact Center Enterprise Deployment
o Packaged CCE Component Overview
o Call Flows Review
• Staging a Packaged CCE Deployment
o PCCE Deployment Planning and System Design Specification
o Software Compatibility and OS Requirements
• Preparing CCE Software for Installation
o General Considerations and System Requirements
o Active Directory Considerations
• Administering Security Certificates
o Security Certificate Overview
o Install and Configure Certificate Authority
• Introducing the Packaged CCE Integration Wizard
o PCCE Inventory and Service Accounts
o Run the PCCE Wizard
• Adding a Site to Packaged CCE
o PCCE Remote Site Overview
o Remote Site Security Certificate Considerations

• Integrating Cisco Unified Intelligence Center, LiveData, and Cisco Finesse
o Compare Real Time vs. Live Data
o Complete Cisco Unified Intelligence Center Integration
• Personalizing the Packaged CCE Dial Plan
o CCE Dial Plan Components
o Ingress Gateway and Cisco Unified Border Element Dial Plans
• Configuring to Validate Deployment
o Confirm Configuration Readiness
o Unified Communication Manager Administration
• Scripting for Packaged Contact Center Enterprise
o Configure Script Editor
o Use Microapps
• Configuring Single Sign-On
o SSO Overview
o Configure SSO Prerequisites


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

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