Cisco Implementing Cisco Contact Center Enterprise v1 (CCEI)

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Course Overview

The Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course teaches you how to build and implement a Cisco® Packaged Contact Center Enterprise (PCCE) solution, including advanced integration of external data, Single Sign-On (SSO), and process detail for the Contact Center Enterprise (CCE) solution with examples of the various deployment models. This integration process enables businesses and organizations to deliver a connected digital experience of continuous and capability-rich journeys for your customers, across time and channels. This course teaches you to install the CCE solution and provide Tier 2–3 solution support. The focus is on Day 1 support for a new CCE deployment.

Who Should Attend

  • Deployment engineer
  • Sales engineer

Course Objectives

    • 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

Course Outline

1. Planning a Cisco Packaged Contact Center Enterprise Deployment

  • Packaged CCE Component Overview
  • Call Flows Review

2. Staging a Packaged CCE Deployment

  • PCCE Deployment Planning and System Design Specification
  • Software Compatibility and OS Requirements

3. Preparing CCE Software for Installation

  • General Considerations and System Requirements
  • Active Directory Considerations

4. Administering Security Certificates

  • Security Certificate Overview
  • Install and Configure Certificate Authority

5. Introducing the Packaged CCE Integration Wizard

  • PCCE Inventory and Service Accounts
  • Run the PCCE Wizard Adding a Site to Packaged CCE

6. Adding a Site to Packaged CCE

  • PCCE Remote Site Overview
  • Remote Site Security Certificate Considerations

7. Integrating Cisco Unified Intelligence Center, LiveData, and Finesse

  • Compare Real Time vs. Live Data
  • Complete Cisco Unified Intelligence Center Integration

8. Personalizing the Packaged CCE Dial Plan

  • CCE Dial Plan Components
  • Ingress Gateway and Cisco Unified Border Element Dial Plans Configuring to Validate Deployment

9. Configuring to Validate Deployment

  • Confirm Configuration Readiness
  • Cisco Unified Communications Manager Administration

10. Scripting for Packaged Contact Center Enterprise

  • Configure Script Editor
  • Use Microapps

11. Configuring Single Sign-On

  • SSO Overview
  • Configure SSO Prerequisites

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Class Dates & Times

Class times are listed Eastern time

This is a 3-day class

Please contact Akhil for your custom class price.
at@tmbsusa.com | +1(908) 334-4476

Register for Class

Register When Time Where How
Register 01/26/2026 10:00AM - 6:00PM Online VILT
Register 03/23/2026 10:00AM - 6:00PM Online VILT