Cisco Implementing Cisco Contact Center Enterprise Chat and Email v1 (CCECE)

Price
$3,595.00 USD

Duration
4 Days

Cisco Learning Credit (CLC) Eligible

Delivery Methods
Virtual Instructor Led
Private Group

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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.

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

Who Should Attend?

Deployment engineers

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