Implementing Cisco Contact Center Enterprise [CCEI]

OVERVIEW

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.

This class will help you:

• Learn how to optimize management of CCE solutions for smooth, connected, and efficient digital experiences across multiple channels
• Manage the effects of using CCE solutions for scalability, flexibility, and growth to support larger contact center enterprises

OBJECTIVES

After completing 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
• Configure an advanced VXML application implementing DB lookup functionality and digit collection; use Call Studio and CCE Scripting tools to present call data collected from the caller to the gent desktop
• Discover how to install CCE software
• Administer CA signed security certificates to support the successful addition of a PCCE site
• Identify the tasks associated with adding Remote Site functionality to 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

AUDIENCE

• Deployment engineer
• Sales engineer

CERTIFICATION

Recommended as preparation for the following exams:

• There is no exam currently aligned to this course

CONTENT

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