COURSE OBJECTIVE:
After completing this course you should be able to:
• Describe CCE flows and processes required to support and troubleshoot the PCCE deployment
• Introduce the many diagnostic tools available to the engineer responsible for troubleshooting a PCCE environment
• Apply troubleshooting tools and techniques to address issues with CCE Certificates, Cisco Finesse, and PCCE Deployment
TARGET AUDIENCE:
Not available. Please contact.
COURSE PREREQUISITES:
Attendees should meet the following prerequisites:
• Strong knowledge of computer networking components: Windows A/D, SQL Server, and components (servers, routers, switches)
• Strong understanding of IP networks
• Advanced experience administering of Cisco Packaged Contact Center Enterprise
• Experience deploying Cisco Packaged Contact Center Enterprise
• Experience administering and troubleshooting Cisco Unified Communications Manager and Voice Gateways
COURSE CONTENT:
CCE Flows and Process Review
Troubleshooting and Support Methodology
PCCE Components
PCCE Call Flow Review
CCE Diagnostic Tools
Diagnostic Framework Suite
Run Analysis Manager
Run Unified System Command-Line Interface (CLI)
Troubleshooting CCE
Troubleshooting Certificates
Troubleshooting Cisco Finesse
Troubleshooting a PCCE Deployment
Lab Exercises
• Configure Access to Discovery Environment
• Explore CCE Components
• Explore Diagnostic Framework Suite
• Analyze Peripheral Gateway (PG) Logs
• Navigate Certificate Store
• View Cisco Finesse Logs
FOLLOW ON COURSES:
Not available. Please contact.