Duration: 3 days
Version: 1.0

Continuing Education credits: 24 points

Schedule of CLC-eligible Courses: here
Price in Cisco Learning Credits (CLCs): 27
Note: Cisco may charge you VAT or Sales Tax if and where applicable.

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.


After taking this course, you should be able to:
  • 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


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

Recommended Cisco offerings that may help you meet these prerequisites:
Who should enroll:
  • Deployment engineers
  • Sales engineers