The Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 course is focused on Day 2 support of a Packaged Contact Center Enterprise (PCCE) deployment by Tier 3 support personnel. Cisco PCCE provides an enterprise-class contact center in a prepackaged deployment model that offers simplified deployment, operation, and maintenance. You will learn to identify the processes and tools used to diagnose common deployment issues so that support personnel can select optimal methods to resolve those issues


* 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:
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

  • CCE Flows and Process Review

  • Troubleshooting and Support Methodology
    PCCE Component Review
    PCCE Call Flow Review

  • CCE Diagnostic Tools

  • Diagnostic Framework Suite
    Run Analysis Manager
    Run Unified System Command-Line Interface (CLI)

  • Troubleshooting CCE

  • Troubleshoot Certificates
    Troubleshoot Cisco Finesse
    Troubleshoot a PCCE Deployment


This course is intended for those whose job role could be Account manager, Deployment engineer, Deployment project manager, and Sales engineer.




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


Length: 2.0 days (16 hours)


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