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