Cisco Next Level

Objectives

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

• Discover how to install CCE software

• Administer CA signed security certificates to support the successful addition of a PCCE site

• Use the Integration Wizard to configure the various platforms and servers installed in 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

Outline

• 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

  • PCCE Remote Site Overview

  • Remote Site Security Certificate Considerations

• Integrating Cisco Unified Intelligence Center, LiveData, and Cisco 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

  • Confirm Configuration Readiness

  • Unified Communication Manager Administration

• Scripting for Packaged Contact Center Enterprise

  • Configure Script Editor

  • Use Microapps

• Configuring Single Sign-On

  • SSO Overview

  • Configure SSO Prerequisites

Lab outline

• Navigate CCE Discovery Architecture and Components

• Explore ICM Configuration Tools

• Observe Installed CCE Software

• Certificate Store Navigation

• Add a Remote Site to PCCE

• Personalize Cisco Finesse Server

• Configure Site Dial Plan

• Verify Configuration Details to Facilitate Final Testing

• Configure Deployment of VXML Functionality

• Build a Series of Test Scripts

• Enable Single Sign-On