Implementing Cisco Contact Center Enterprise (CCEI)

Course Objectives:

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

Prerequisites:

The knowledge and skills that students are expected to have before attending this course are:

• 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

Here are recommended Cisco learning offerings that may help students meet these prerequisites:

• Cisco CCEF Course
• Cisco CCEA Course
• Cisco CCEAA Course
• Cisco CCNA Course
• Cisco CLFNDU Course

Target Audience:

• Deployment Engineer
• Sales Engineer

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