home > training > CCECE: Implementing Cisco Contact Center Chat & Email

CCECE: Implementing Cisco Contact Center Chat & Email

$3,595

4 Days
Cisco CLC Voucher Eligible

Course:

Course Description

The Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) v1.0 course teaches you how to deploy Cisco® Enterprise Chat and Email (ECE) into an existing Enterprise Contact Center environment. You will learn the steps required to prepare and configure both Cisco Packaged Contact Center Enterprise (PCCE) and ECE environments for integration, as well as gain experience with the operation and administration tasks required for initial ECE deployment. Additionally, you will experience ongoing system administration tasks such as enabling Single Sign-On (SSO), importing objects, preparing queues and workflows, using the scripting tool, generating reports, and enabling system logs for troubleshooting. Finally, you will also learn how to implement features that enhance ECE operations for Agents.

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

Audience

Deployment engineers

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

What You Will Learn

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