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Implementing Cisco Contact Center Enterprise Chat & Email

WGAC-CSC-CCECE

Cisco Training Courses Certification 46a21f4384

Schedule

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Open
Cisco

Implementing Cisco Contact Center Enterprise Chat & Email

WGAC-CSC-CCECE

London, City

Language: English

GMT UTC+00:00

Start date:03 Apr 2023 09:00
End date:06 Apr 2023 17:00
Duration:4 days

$ 3,145

Open
Cisco

Implementing Cisco Contact Center Enterprise Chat & Email

WGAC-CSC-CCECE

Skopje

Language: English

CET UTC+01:00

Start date:05 Jun 2023 09:00
End date:08 Jun 2023 17:00
Duration:4 days
Open
Cisco

Implementing Cisco Contact Center Enterprise Chat & Email

WGAC-CSC-CCECE

Sofia

Language: English

EET UTC+02:00

Start date:02 Oct 2023 09:00
End date:05 Oct 2023 17:00
Duration:4 days

Description

  • Deploying Cisco Enterprise Chat and Email
  • ECE General administration
  • Cisco ECE Email administration
  • Cisco ECE Chat administration
  • Cisco Enterprise Chat and Email features

Before taking this course, student should have:

  • 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

After taking 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

The description for this course is currently being updated.
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