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Implementing Cisco Contact Center Enterprise (CCEI)

The Implementing Cisco Contact Center Enterprise (CCEI) training 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 training 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.

What you need to know

Continuing Education

Earn 24 CE credits towards recertification

Ways to get this training

Instructor-led training

Join lively classroom-style learning and discussions, online or in person, that are led by Cisco and our Learning Partners.

Register for instructor-led training
Download the course overview (PDF)

    How you'll benefit

    This training 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

    Who should enroll

    • Deployment engineers
    • Sales engineers

    Technology areas

    • Collaboration

    Objectives

    • 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

    Prerequisites

    There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:

    • 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

    These skills can be found in the following Cisco Learning Offerings:

    Course outline

    • Planning a Cisco Packaged Contact Center Enterprise Deployment
    • Staging a Packaged CCE Deployment
    • Preparing CCE Software for Installation
    • Administering Security Certificates
    • Introducing the Packaged CCE Integration Wizard
    • Adding a Site to Packaged CCE
    • Integrating Cisco Unified Intelligence Center, LiveData, and Cisco Finesse
    • Personalizing the Packaged CCE Dial Plan
    • Configuring to Validate Deployment
    • Scripting for Packaged Contact Center Enterprise
    • Configuring Single Sign-On

    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