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Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0

You can learn how to implement Cisco Enterprise Chat and Email (ECE) into an already-existing Enterprise Contact Center environment by taking the Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) v1.0 course. In addition to gaining experience with the operation and administration tasks, participants in the Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) v1.0 training will learn the procedures needed to set up and configure the Cisco Packaged Contact Center Enterprise (PCCE) and ECE environments for integration.need to implement ECE initially. You will also be involved in routine system administration duties like setting up queues and workflows, importing items, allowing Single Sign-On (SSO), creating reports, utilizing the scripting tool, and enabling system logs for troubleshooting. Lastly, you will also learn how to add features that improve Agents' ECE operations. 

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You can learn how to implement Cisco Enterprise Chat and Email (ECE) into an already-existing Enterprise Contact Center environment by taking the Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) v1.0 course. In addition to gaining experience with the operation and administration tasks, participants in the Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) v1.0 training will learn the procedures needed to set up and configure the Cisco Packaged Contact Center Enterprise (PCCE) and ECE environments for integration.need to implement ECE initially. You will also be involved in routine system administration duties like setting up queues and workflows, importing items, allowing Single Sign-On (SSO), creating reports, utilizing the scripting tool, and enabling system logs for troubleshooting. Lastly, you will also learn how to add features that improve Agents' ECE operations.

 

  • 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.

  • Deployment Engineer
  • Cisco Integrators and Partners

Required

Strong knowledge of computer networking components: Windows A/D, SQL
Strong understanding of IP networks

Experience deploying Cisco Packaged Contact Center Enterprise
Advanced experience administering Cisco Packaged Contact Center Enterprise

Trainer Profile

Mr. Mohammed Gufran

Mr. Mohammed Gufran

Cisco Instructor

Gufran, a Cisco Authorized and CCIE certified instructor, possesses more than 15 years of training mastery in Networking, Security, SDN, and many other advanced courses and technologies. With CCNA, CCNP, and many other diverse Cisco specializations, he's achieved CCIE Security (50220). From foundational concepts to complex Cisco networks & and security topics like Identity Service Engine, Web Security, Email Security, Firewalls, VPN, NGIPS, and NGFW, he's a seasoned instructor. He aptly managed global training projects, collaborating with esteemed institutions like the Bank of Tanzania, EMAL - Abu Dhabi, PIC - Kuwait, and many clients based in the US & and UK. His journey empowers organizations and individuals through roles ranging from Training Consultant to Senior Training Consultant, including contributions to content management and trainer evaluation.

StudentsFeedback
Emanuel Paun

United State

Mohammad was an amazing professor. I do not have a strong networking background and Mohammad was very patient in teaching me the basics in topics like wireless. The way he taught (hands on/labs) really helped solidify everything we learned through the 5 days of classes. I have nothing but positive feedback for the way he taught these course and his personality was amazing. 10/10 professor.

Shreyas Deshpande

India

The training helped me connect dots and taught me a lot new concepts as well. The instructor is very knowledgeable in the subject and the demonstrations are very helpful for me to understand issues, and related solutions. I really appreciate and enjoyed the lectures and learning from instructor. Thank you very much!

Yeiner Carrillo

United State

The  BGP class was very interactive and pleasant, I personally liked the instructor's methodology. Thankyou 

James Ferrell

United State

Very cordial and great expertise,Courteous, knowledgeable, detail orientated Mohammed was an awesome instructor. very knowledgeable. 

Jason Pope

United State

The instructor was an outstanding; very personable and presented the material well. I liked the fact that he worked with us on the daily schedule which helped us take care of some crucial tasks here at the end of the year.

Paul Martinez

United State

Mohammed was great, super flexible and took my pervious experience into account. His adaptability made the learning sessions engaging, and his consideration of my background knowledge significantly enhanced the learning process. Overall, a fantastic experience with a teacher who understands how to make learning both effective and enjoyable."

Asadullah Osmani

Afghanistan

Gurfan, is a very Knowledgeable instructor and delivered the material professionally and was welling to explain and help with questions during the session.Great instructor vert knowledgeable and knew the topic very well and he very knowledgeable , i do recommend others to take courses with him.

Pramod Vidwat

India

Has a good knowledge on the subject and more important we had a lot of labs to practice and get the concepts cleared.

Helder

Mozambique

Is a great instructor, explains very well about the classes, very attentive, dynamic and very motivated, I learned a lot from him and I always hope to count on him during my I.T. careers, he is a excellent teacher.

Hirofumi Takemi

Japan

It was an excellent course and I was very lucky to have you as my trainer. Thanks a lot. Hope to see you again somewhere sometime.

Stevenson Kiteculo

Africa

What to say about the coach, I don't know where to start but I tell you, you have a big picture in your company, he helped me even in having motivation that everything is possible when you believe. He is a great teacher and a great person congratulations on you having him.It was a great pleasure to have you as a teacher, in fact he marked my life and I really want to be able to count on your future help, especially the teacher because thanks to him I was able to motivate myself and smile thinking about a great career all this was possible thanks to the efforts , attention and dedication he had to help me thank you very much

Mark Powell

United States

I learned a lot. His method of teaching and the way he made sure I understand everything will prove well for me passing my test.

Emmanuel A Bankole

Angola

I really appreciate this training, it has really impacted great knowledge and you are cool and perfect instructor if I have to be honest.