Troubleshooting Cisco Contact Center Enterprise

Kursun kodu

CCET

Müddət

2 Gün, 16 Saat

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Kursun təsviri

Məqsədlər

Tələblər

Kursun proqramı

Kursun təsviri

The Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 course 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.

Məqsədlər

After taking this course, you should be able to:

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

Tələblər

To fully benefit from this course, you should have the following knowledge:

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 Gateways

Recommended Cisco offerings that may help you meet these prerequisites:

Understanding Cisco Contact Center Enterprise Foundations (CCEF)
Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
Understanding Cisco Collaboration Foundations (CLFNDU)
Implementing and Administering Cisco Solutions (CCNA^®)
Administering Cisco Contact Center Enterprise (CCEA)
Administering Advanced Cisco Contact Center Enterprise (CCEAA)
Implementing Cisco Contact Center Enterprise (CCEI)

Kursun proqramı

Course outline

CCE Flows and Process Review
- Troubleshooting and Support Methodology
- PCCE Component Review
- PCCE Call Flow Review
CCE Diagnostic Tools
- Diagnostic Framework Suite
- Run Analysis Manager
- Run Unified System Command-Line Interface (CLI)
Troubleshooting CCE
- Troubleshoot Certificates
- Troubleshoot Cisco Finesse
- Troubleshoot a PCCE Deployment

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

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Troubleshooting Cisco Contact Center Enterprise

Kursun kodu:

CCET

Müddət:

2 Gün, 16 Saat

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