(CCEI) Implementing Cisco Contact Center Enterprise

Join CCEI training: Learn to deploy and manage CCE solutions for efficient, connected, and scalable digital customer experiences.

Duration

3 days

Version

1.0

CE Credits

24

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CLCs

27

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By default, our instructors deliver the courses remotely in real time in English. On-premise delivery and other languages available on request.

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Course Overview

The Implementing Cisco Contact Center Enterprise (CCEI) is an instructor-led or virtual instructor-led course that 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 course 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 class 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

Welcome to Your Path to Mastery!

Hey! Ready to learn and grow? I'm here to help you every step of the way!

Welcome aboard! This course is tailored to empower you with the knowledge and skills you need. We'll make learning engaging and fun, turning your challenges into achievements. Let's get started on your amazing journey!

Robert Lesar

Lead Instructor

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Dates and Prices

Date Language Location Price|

02.12.2024 - 04.12.2024

English

Online, GMT+1

2580 €

2610 $

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All prices exclude VAT.

Language: English

Location: Online

Price:  2580 € 2610 $

Book now

All prices exclude VAT.

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If you’re interested in training for teams, specific language or on-premise delivery, don’t hesitate to contact us. We will try to accommodate all your expectations to get you the best training experience.

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Objectives

Gain expert IT skills with NIL Learning: Benefit from our blend of theory and practical experience. Enhance your growth with insights into current and future tech trends. Choose us for cutting-edge Cisco training and more, taught by field-proven experts to maximize your training investment.

  • 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
  • Configure an advanced VXML application implementing DB lookup functionality and digit collection; use Call Studio and CCE Scripting tools to present call data collected from the caller to the gent desktop
  • Discover how to install CCE software
  • Administer CA signed security certificates to support the successful addition of a PCCE site
  • Identify the tasks associated with adding Remote Site functionality to 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

Who should enroll?

  • Deployment engineers
  • Sales engineers

Course benefits:

Get expert knowledge

Our learning programs are designed and led by expert IT engineers, consultants, and instructors. We constantly implement participants’ feedback to improve courses.

Our experiences build your competencies

With 30+ years of experience, we’ve been on the market as long as Cisco. Our understanding of IT systems and industry job demands gives us the insight to guide you toward becoming a world-class expert yourself.

Rise above the industry average

Cisco courses are intended not only for passing the certification exam but also for developing your skills and rising above the industry average. Our instructors provide guidance and references that allow you to grow into a confident and competent professional.

Retain the knowledge longer

Our in-depth, non-interrupted learning program ensures you understand the bigger picture and retain the knowledge long term. It also reduces the risk of information loss and confusion.

Learn from the best in Cisco technologies

Our IT consultants-turned-instructors have years of experience and dedicate time to listening and interacting with participants within the course content. Their hands-on project involvement brings practical expertise to our learning programs.

Have peace of mind

We deliver on our promise and schedule. Rest assured, our instructors will give you knowledge, information, hints, and practical experiences around specific topics. Based on a global survey conducted by Cisco, NIL Learning instructors enjoy an average score of 4.78 out of 5.

Be ahead of the curve

As Cisco Platinum Learning Partner and technical community member, we create learning content for major technological vendors. NIL Learning is among the first to offer high-quality learning and training courses in Cisco Technologies.

Get more from a training

Our instructors deliver the courses with practical and useful examples from real-life situations. All NIL Learning instructors are field-proven experts – each both an active engineer and instructor.

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Course Outline

  • Planning a Cisco Packaged Contact Center Enterprise Deployment
  • - Packaged CCE Component Overview
  • - Call Flows Review
  • Staging a Packaged CCE Deployment
  • - PCCE Deployment Planning and System Design Specification
  • - Software Compatibility and OS Requirements
  • Preparing CCE Software for Installation
  • - General Considerations and System Requirements
  • - Active Directory Considerations
  • Administering Security Certificates
  • - Security Certificate Overview
  • - Install and Configure Certificate Authority
  • Introducing the Packaged CCE Integration Wizard
  • - PCCE Inventory and Service Accounts
  • - Run the PCCE Wizard Adding a Site to Packaged CCE
  • Adding a Site to Packaged CCE
  • - PCCE Remote Site Overview
  • - Remote Site Security Certificate Considerations
  • Integrating Cisco Unified Intelligence Center, LiveData, and Finesse
  • - Compare Real Time vs. Live Data
  • - Complete Cisco Unified Intelligence Center Integration
  • Personalizing the Packaged CCE Dial Plan
  • - CCE Dial Plan Components
  • - Ingress Gateway and Cisco Unified Border Element Dial Plans Configuring to Validate Deployment
  • Configuring to Validate Deployment
  • - Confirm Configuration Readiness
  • - Cisco Unified Communications Manager Administration
  • Scripting for Packaged Contact Center Enterprise
  • - Configure Script Editor
  • - Use Microapps
  • Configuring Single Sign-On
  • - SSO Overview
  • - Configure SSO Prerequisites

Lab Outline

  • Navigate CCE Discovery Architecture and Components
  • Explore ICM Configuration Tools
  • Observe Installed CCE Software
  • Navigate Certificate Store
  • Add a Remote Site to PCCE
  • Personalize Finesse Server
  • Configure Site Dial Plan
  • Verify Configuration Details for Final Testing
  • Build a Series of Test Scripts
  • Enable Single Sign-On

Prerequisite Knowledge

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

  • 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

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Course Instructors

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Why NIL?

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30+ years of experience

Since 1992, NIL has been at the forefront of advanced contributors to strategic partner Cisco technologies, learning curriculum and value-added solutions deployed to clients around the globe.

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FAQ

A remote lab is a virtual environment that provides access to Cisco equipment and software for hands-on practice. It allows learners to simulate real-world scenarios and apply what they have learned in a controlled setting, all from a remote location.

Labs work by providing a set of tasks or exercises that learners must complete using the remote lab environment. These tasks are designed to reinforce theoretical knowledge through practical application, often using real or simulated Cisco hardware and software configurations.

Access to labs is provided to learners by an instructor at the beginning of the training.

Access to the remote lab is limited to the duration of the course.

Accessing a remote lab requires a stable internet connection and a compatible web browser. Some labs may also require specific software or plugins to be installed on your computer. Detailed system requirements are provided in advance.

Not every course includes a remote lab. Whether a course includes a remote lab depends on the course’s objectives and structure. Courses focused on practical skills or technical certifications are more likely to include remote labs. Each training has lab exercises listed in its description.

To access the Course Book or Student Guide, you must have an active Cisco.com ID (CCO ID). Access details are provided a few days before the start date of the training and on the first day of the training by the instructor (in case an email from Cisco is missed).

Access to the Course Book (Student Guide) is related to the learners’s CCO ID and is valid for the life of a specific course.

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For any additional information, team training or language options, write to our team! We’re eager to help you meet your learning goals.

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