Course Overview

The Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) v1.0 course prepares you to deploy Cisco® Enterprise Chat and Email (ECE) into an existing Enterprise Contact Center environment, as well as provides you the knowledge necessary to configure both Cisco Packaged Contact Center Enterprise and ECE environments for integration.

Who Should Attend

• Deployment engineers

Course Objectives

• 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

Course Outline

This is a 4-day class

Please contact Akhil for your custom class price.
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