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 Components
• PCCE Call Flow Review
• CCE Diagnostic Tools
• Diagnostic Framework Suite
• Run Analysis Manager
• Run Unified System Command-Line Interface (CLI)
• Troubleshooting CCE
• Troubleshooting Certificates
• Troubleshooting Cisco Finesse
• Troubleshooting a PCCE Deployment

Lab Exercises

• Configure Access to Discovery Environment
• Explore CCE Components
• Explore Diagnostic Framework Suite
• Analyze Peripheral Gateway (PG) Logs
• Navigate Certificate Store
• View Cisco Finesse Logs

• Account manager
• Deployment engineer
• Deployment project manager
• Sales engineer

To fully benefit from this course, you should 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 Center Enterprise 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)