Implementing Cisco Contact Center Enterprise (CCEI) - Outline

Detailed 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

  • PCCE Remote Site Overview
  • Remote Site Security Certificate Considerations

Integrating Cisco Unified Intelligence Center, LiveData, and Cisco 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

  • Confirm Configuration Readiness
  • Unified Communication 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
  • Certificate Store Navigation
  • Add a Remote Site to PCCE
  • Personalize Cisco Finesse Server
  • Configure Site Dial Plan
  • Verify Configuration Details to Facilitate Final Testing
  • Configure Deployment of VXML Functionality
  • Build a Series of Test Scripts
  • Enable Single Sign-On