COURSE OBJECTIVE:
After completing 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
TARGET AUDIENCE:
Engineers involved in the deployment and implementation of Cisco Contact Cneter Enterprise Chat and Email
COURSE PREREQUISITES:
Attendees should meet the following prerequisites:
• 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
COURSE CONTENT:
Deploying Cisco Enterprise Chat and Email
• What is ECE?
• ECE Components and Deployment Models
• Install ECE Software
• Classic ECE Navigation
• Prepare PCCE for ECE
• Integrate ECE with the SPOG
• PCCE/ECE Integration Tasks
• Integrate ECE with Email
• Integrate ECE with Cisco Finesse
• High Availability Considerations
• ECE Call Flow Primer
ECE General Administration
• SPOG Partition Overview
• SPOG Department Overview
• Add and Import Objects into ECE
• ECE Queues
Cisco ECE Email Administration
• Personalize the Email Trail
• Workflows
• CCE Scripting for Email
• Verify Email to Agent
• Blended Routing
• Storage Management
Cisco ECE Chat Administration
• ECE Configuration for Chat
• Chat Entry Points
• Verify Chat Operation
• Customize Chat
• Callback/Delayed Callback
Cisco Enterprise Chat and Email Features
• ECE Reports
• Agent Single Sign-On for ECE
• Troubleshoot ECE
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
FOLLOW ON COURSES:
Not available. Please contact.