CCECE - Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0

The Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) v1.0 course teaches you how to deploy Cisco® Enterprise Chat and Email (ECE) into an existing Enterprise Contact Center environment. You will learn the steps required to prepare and configure both Cisco Packaged Contact Center Enterprise (PCCE) and ECE environments for integration, as well as gain experience with the operation and administration tasks required for initial ECE deployment. Additionally, you will experience ongoing system administration tasks such as enabling Single Sign-On (SSO), importing objects, preparing queues and workflows, using the scripting tool, generating reports, and enabling system logs for troubleshooting. Finally, you will also learn how to implement features that enhance ECE operations for Agents.

Duration: 4.0 days

Enquire Now

Start learning today!

Click Hereto customize your Training

Objectives

After taking this course, you should be able to:

  • Describe the ECE solution as deployed with Cisco Contact Center Enterprise (CCE)
  • Define the components of ECE that make up the available deployment models available for enterprise solutions
  • Utilize the Classic ECE interface to differentiate between partitions
  • Utilize the Classic ECE interface to differentiate between processes and instances
  • Configure the PCCE requirements necessary to integrate ECE
  • Configure the requirements necessary to integrate ECE with the Single Pane of Glass used with PCCE
  • Configure the requirements necessary to integrate ECE with email services
  • Add the ECE Agent gadget to the Cisco Finesse Desktop layout
  • Describe the installation requirements for a high-availability deployment of ECE
  • Describe a basic email and chat call flow through the ECE/PCCE environment
  • Understand the general operational requirements for adding CCE Agent, skill, and scripting objects and importing them into CCE
  • Navigate the administrative tabs in both the Business Partition and Department view of the Single Pane of Glass
  • Add and import objects into the ECE
  • Describe the configurations options found in the Email and Chat Queue
  • Describe the configuration and verification of chat functionality in a CCE ECE environment
  • Configure and verify ECE settings
  • Configure an entry point for a chat queue and introduce template sets
  • Customize the chat experience
  • Define and verify the configuration requirements to deploy callback and delayed callback
  • Describe the benefits of implementing Agent Single Sign-on in the ECE/CCE environment
  • Configure the requirements necessary to implement Agent Single Sign-on in the ECE/CCE environment

Content

  • Deploying Cisco Enterprise Chat and Email
  • ECE General administration
  • Cisco ECE Email administration
  • Cisco ECE Chat administration
  • Cisco Enterprise Chat and Email features

 Lab Outline

  • Navigate CCE discovery architecture and components
  • Navigate ECE and CCE discovery architecture and components
  • Navigate ECE Email and Cisco Finesse integration
  • Add and Import CCE Resources into ECE
  • Personalize the Email Trail
  • Build a Department Workflow
  • Build CCE Script for Email
  • Agent Verification of Email
  • Configure and Verify Chat Operation
  • Customize Chat
  • Explore Reporting for ECE
  • Support Single Sign On (SSO) for ECE
  • Troubleshoot ECE

Audience

  • Deployment engineers

Prerequisites

Before taking this course, student should have:

  • Strong knowledge of computer networking components: Windows A/D, SQL
  • Strong understanding of IP networks
  • Advanced experience administering Cisco Packaged Contact Center Enterprise
  • Experience deploying Cisco Packaged Contact Center Enterprise

Certification

product-certification

Course Benefits

product-benefits
  • Career growth
  • Broad Career opportunities
  • Worldwide recognition from leaders
  • Up-to Date technical skills
  • Popular Certification Badges

Cisco Popular Courses

sise

In SISE, you will learn how to install, configure, and deploy ISE to secure identity-based networks.

encor

Learn the knowledge and skills needed to configure, troubleshoot, and manage enterprise wired and wireless networks in this 5-days official Cisco course.

scor

The Implementing and Operating Cisco Security Core Technologies (SCOR) v1. 0 course helps you prepare for the Cisco CCNP Security and CCIE Security certificatio

dccor

In this course you will learn the skills needed to implement data center compute, LAN and SAN infrastructure along with the automation and security in data cent
Enquire Now
 
 
 
 
Ptyf31
By clicking "Submit", I agree to the Terms Of Use and Privacy Policy