The Implementing Cisco Contact Center Enterprise (CCEI) v1.0 is 3-day 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 and 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: