Implementing Cisco Contact Center Enterprise

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

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: - Understanding Cisco Contact Center Enterprise Foundations (CCEF) - Administering Cisco Contact Center Enterprise (CCEA) - Administering Advanced Cisco Contact Center Enterprise (CCEAA) - Understanding Cisco Collaboration Foundations (CLFNDU) - Implementing and Administering Cisco Solutions (CCNA) v2.2

- Deployment engineer - Sales engineer

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

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 course 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