Implementing Cisco Contact Center Chat & Email (CCECE)

Course 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

Prerequisites:

Before taking this course, students 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

Target Audience:

Deployment engineers

Course Outline:

• 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