Troubleshooting Cisco Contact Center Enterprise (CCET)

Course Objectives:

To provide Tier 3 support personnel with the tools and processes required to expediently identify and resolve common issues during ongoing Day 2 operations of a successfully deployed PCCE 12.5 solution.

Target Audience:

• Deployment Engineer
• Sales Engineer
• Deployment Project Manager
• Account Manager

Prerequisites:

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

• Strong knowledge of computer networking components – Windows A/D, SQL Server, and components (servers, routers, switch)
• Strong understanding of IP networks
• Advanced experience administering of Cisco Packaged Contact Center Enterprise
• Experience deploying Cisco Packaged Contact Center Enterprise
• Experience administering and troubleshooting Unified Communications Manager and Voice Gateways

Here are recommended Cisco learning offerings that may help students meet these prerequisites: See detailed names in Curriculum and Target Audiences

• Cisco CCNA
• Cisco CLFNDU
• Cisco CLCOR
• Cisco CCEF
• Cisco CCEA
• Cisco CCEAA
• Cisco CCEI

Course Outline:

Section 1

CCE Flows and Process Review       

• Describe CCE flows and processes required to support and troubleshoot the PCCE deployment.

Troubleshooting and Support Methodology

• Review concepts for a Troubleshooting Methodology and how to apply these methods in a sample scenario.

PCCE Component Review

• Review the components involved in PCCE Deployment and the function of each.     

PCCE Call Flow Review      

• Review the Call Flow process to discuss the messages and protocols required to support a PCCE Deployment.     

PCCE Processes   

• Describe the processes required by various CCE Services and how they support the application.

Discovery 01-1    

• Configure Access to Discovery Environment
• Setup the Discovery environment.

Discovery 01-2    

• Explore CCE Components 
• Explore the Inventory of a PCCE Deployment, confirm the AW Sync Status of the deployment, and access the Diagnostic Framework Portico.

Section 2           

CCE Diagnostic tools         

• Introduce the many diagnostic tools available to the engineer responsible for troubleshooting a PCCE environment.

Diagnostic Framework Suite           

• Introduce the basics of the Diagnostic Framework Suite and its role in CCE troubleshooting.

Run Analysis Manager      

• Use the Analysis Manager tool to run a selection of CCE logs.

Run Unified System CLI     

• Use the System CLI to run a selection of CCE logs.

Run Diagnostic Framework Portico

• Use the Diagnostic Framework Portico to run a selection of CCE logs.

Run Single Pane of Glass (SPOG)     

• Use the SPOG interface to run a selection of CCE logs.

ICM Command Line Tools

• Examine ICM Command Line tools and their use in troubleshooting in a CCE environment.

Discovery 2-1      

• Explore Diagnostic Framework Suite            
• Explore diagnostic tools used to access data logs across the platform.

Discovery 2-2      

• Analyze PG Logs  
• Examine the tools that are used to analyze peripheral gateway / agent transactions.

Section 3           

Troubleshooting CCE        

• Apply troubleshooting tools and techniques to address issues with CCE Certificates, Cisco Finesse, and PCCE Deployment.

Troubleshoot Certificates

• Examine concepts regarding security certificates and discuss the tools and utilities used to ensure their efficacy.

Troubleshoot Cisco Finesse            

• Define the protocols, tools, and procedures used to troubleshoot the Cisco Finesse client/server environment.

Troubleshoot a PCCE Deployment  

• Examine troubleshooting scenarios and solutions witnessed in building the PCCE lab-only deployment model used for this course.

Discovery 3-1      

• Navigate Certificate Store
• Navigate the various certificate stores found in the PCCE environment, across multiple server types and Operating Systems.

Discovery 3-2      

• View Cisco Finesse Logs    
• Enable Cisco Finesse client/server logging and view the contents of the logged information.