Trials and demos
How to buy

Troubleshooting Cisco Contact Center Enterprise (CCET)

The Troubleshooting Cisco Contact Center Enterprise (CCET) training is focused on Day 2 support of a Packaged Contact Center Enterprise (PCCE) deployment by Tier 3 support personnel. Cisco® PCCE provides an enterprise-class contact center in a prepackaged deployment model that offers simplified deployment, operation, and maintenance. You will learn to identify the processes and tools used to diagnose common deployment issues so that support personnel can select optimal methods to resolve those issues.

What you need to know

Continuing Education

Earn 16 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 the troubleshooting techniques to maximize the benefits the prepackaged deployment model PCCE
    • Anticipate and rectify possible deployment issues by learning the tools and processes that provide solutions for deployment issues

    Who should enroll

    • Account managers
    • Deployment engineers
    • Deployment project managers
    • Sales engineers

    Technology areas

    • Collaboration

    Objectives

    • Describe CCE flows and processes required to support and troubleshoot the PCCE deployment
    • Introduce the many diagnostic tools available to the engineer responsible for troubleshooting a PCCE environment
    • Apply troubleshooting tools and techniques to address issues with CCE Certificates, Cisco Finesse, and PCCE Deployment

    Prerequisites

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

    • Strong knowledge of computer networking components: Windows A/D, SQL Server, and components (servers, routers, switches)
    • Strong understanding of IP networks
    • Advanced experience administering of Cisco Packaged Contact Center Enterprise
    • Experience deploying Cisco Packaged Contact Center Enterprise
    • Experience administering and troubleshooting Cisco Unified Communications Manager and Voice

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

    Outline

    • CCE Flows and Process Review
    • CCE Diagnostic Tools
    • Troubleshooting CCE

    Lab outline

    • Configure Access to Discovery Environment
    • Explore CCE Components
    • Explore Diagnostic Framework Suite
    • Analyze Peripheral Gateway (PG) Logs
    • Navigate Certificate Store
    • View Cisco Finesse Logs