title
Please take a moment to fill out this form. We will get back to you as soon as possible.
All fields marked with an asterisk (*) are mandatory.
Implementing Cisco Contact Center Enterprise Chat and Email
Duration
4 Days
Course
CSC-CCECE
Available Formats
Classroom Training, Online Training
Course Description
Overview
The Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) course teaches you how to deploy Cisco® Enterprise Chat and Email (ECE) into an existing Enterprise Contact Center environment. You will learn the steps required to prepare and configure both Cisco Packaged Contact Center Enterprise (PCCE) and ECE environments for integration, as well as gain experience with the operation and administration tasks required for initial ECE deployment. Additionally, you will experience ongoing system administration tasks such as enabling Single Sign-On (SSO), importing objects, preparing queues and workflows, using the scripting tool, generating reports, and enabling system logs for troubleshooting. Finally, you will also learn how to implement features that enhance ECE operations for Agents.Objectives
This course will help you:
- Configure, integrate, and deploy Cisco Enterprise Chat and Email into existing Enterprise Contact Center environments
- Grow your understanding of Cisco ECE administration and features
- 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
Audience
- Deployment engineers
Prerequisites
-
Before taking this course, student should have:
- Strong knowledge of computer networking components: Windows A/D, SQL
- Strong understanding of IP networks
- Advanced experience administering Cisco Packaged Contact Center Enterprise
- Experience deploying Cisco Packaged Contact Center Enterprise
Topics
Course Outline
- Deploying Cisco Enterprise Chat and Email
- ECE General administration
- Cisco ECE Email administration
- Cisco ECE Chat administration
- Cisco Enterprise Chat and Email features
- Navigate CCE discovery architecture and components
- Navigate ECE and CCE discovery architecture and components
- Navigate ECE Email and Cisco Finesse integration
- Add and Import CCE Resources into ECE
- Personalize the Email Trail
- Build a Department Workflow
- Build CCE Script for Email
- Agent Verification of Email
- Configure and Verify Chat Operation
- Customize Chat
- Explore Reporting for ECE
- Support Single Sign On (SSO) for ECE
- Troubleshoot ECE
Related Courses
-
Implementing Cisco Advanced Call Control and Mobility Services (CLACCM)
CSC-CLACCM- Duration: 5 Days
- Delivery Format: Classroom Training, Online Training
- Price: 4,295.00 USD
-
Implementing Cisco Collaboration Cloud and Edge Solutions (CLCEI)
CSC-CLCEI- Duration: 5 Days
- Delivery Format: Classroom Training, Online Training
- Price: 4,300.00 USD
Self-Paced Training Info
Learn at your own pace with anytime, anywhere training
- Same in-demand topics as instructor-led public and private classes.
- Standalone learning or supplemental reinforcement.
- e-Learning content varies by course and technology.
- View the Self-Paced version of this outline and what is included in the SPVC course.
- Learn more about e-Learning
Course Added To Shopping Cart
bla
bla
bla
bla
bla
bla
Self-Paced Training Terms & Conditions
??spvc-wbt-warning??
Exam Terms & Conditions
??exam-warning??
??group-training-form-area??
??how-can-we-help-you-area??
??personalized-form-area??
??request-quote-area??
Sorry, there are no classes that meet your criteria.
Please contact us to schedule a class.
STOP! Before You Leave
Save 0% on this course!
Take advantage of our online-only offer & save 0% on any course !
Promo Code skip0 will be applied to your registration
Nothing yet
Purchase Information
??elearning-coursenumber?? ??coursename??
View Cart
title
Please take a moment to fill out this form. We will get back to you as soon as possible.
All fields marked with an asterisk (*) are mandatory.