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.


* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

After taking 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

  • 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


This course is ideal for those whose job role could be Deployment engineer or Sales engineer.




To fully benefit from this course, you should have the following knowledge: 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 Recommended Cisco offerings that may help you meet these prerequisites: Administering Cisco Contact Center Enterprise (CCEA) Administering Advanced Cisco Contact Center Enterprise (CCEAA) Understanding Cisco Contact Center Enterprise Foundations (CCEF) Understanding Cisco Collaboration Foundations (CLFNDU) Implementing and Administering Cisco Solutions (CCNA)


Length: 3.0 days (24 hours)


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