Implementing Cisco Contact Center Enterprise (CCEI)

Description
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.
This training also earns you 24 Continuing Education (CE) credits toward recertification.

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
• Earn 24 CE credits toward recertification

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