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

Lab Practice

• Navigate CCE Discovery Architecture and Components
• Explore ICM Configuration Tools
• Observe Installed CCE Software
• Navigate Certificate Store
• Add a Remote Site to PCCE
• Personalize Finesse Server
• Configure Site Dial Plan
• Verify Configuration Details for Final Testing
• Build a Series of Test Scripts
• Enable Single Sign-On

• Deployment engineer
• 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®)