Implementing Cisco Contact Center Enterprise Chat & Email CCECE

COURSE CONTENT:

Deploying Cisco Enterprise Chat and Email

• • What is ECE?
• • ECE Components and Deployment Models
• • Install ECE Software
• • Classic ECE Navigation
• • Prepare PCCE for ECE
• • Integrate ECE with the SPOG
• • PCCE/ECE Integration Tasks
• • Integrate ECE with Email
• • Integrate ECE with Cisco Finesse
• • High Availability Considerations
• • ECE Call Flow Primer

ECE General Administration

• • SPOG Partition Overview
• • SPOG Department Overview
• • Add and Import Objects into ECE
• • ECE Queues

Cisco ECE Email Administration

• • Personalize the Email Trail
• • Workflows
• • CCE Scripting for Email
• • Verify Email to Agent
• • Blended Routing
• • Storage Management

Cisco ECE Chat Administration

• • ECE Configuration for Chat
• • Chat Entry Points
• • Verify Chat Operation
• • Customize Chat
• • Callback/Delayed Callback

Cisco Enterprise Chat and Email Features

• • ECE Reports
• • Agent Single Sign-On for ECE
• • Troubleshoot ECE

Lab outline

• • 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

TARGET AUDIENCE:

 Engineers involved in the deployment and implementation of Cisco Contact Cneter Enterprise Chat and Email

COURSE OBJECTIVE:

After completing this course, you should be able to:

• • 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

COURSE PREREQUISITES:

Attendees should meet the following prerequisites:

• • 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

FOLLOW ON COURSES:

Not available. Please contact.