COURSE OBJECTIVE:
After completing 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
TARGET AUDIENCE:
Not available. Please contact.
COURSE PREREQUISITES:
Attendees should meet the following prerequisites:
• 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
COURSE CONTENT:
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 Practice
• 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
FOLLOW ON COURSES:
Not available. Please contact.