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Troubleshooting Cisco Contact Center Enterprise

  • Course Code CCET
  • Duration 2 days
  • Version 1.0

Course Delivery

Public Classroom Price

eur1.495,00

excl. VAT

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Course Delivery

This course is available in the following formats:

  • Class Connect HD

    Connect to a class in HD

  • Company Event

    Event at company

  • Public Classroom

    Traditional Classroom Learning

  • Virtual Learning

    Learning that is virtual

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Course Overview

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The Troubleshooting Cisco Contact Center Enterprise (CCET)  course is focused on Day 2 support of a Packaged Contact Center Enterprise (PCCE) deployment by Tier 3 support personnel. Cisco® PCCE provides an enterprise-class contact center in a prepackaged deployment model that offers simplified deployment, operation, and maintenance. You will learn to identify the processes and tools used to diagnose common deployment issues so that support personnel can select optimal methods to resolve those issues. 

This class will help you:

  • Learn the troubleshooting techniques to maximize the benefits the prepackaged deployment model PCCE
  • Anticipate and rectify possible deployment issues by learning the tools and processes that provide solutions for deployment issues

Course Schedule

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Target Audience

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  • Account manager
  • Deployment engineer
  • Deployment project manager
  • Sales engineer
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Course Objectives

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After completing 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
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Course Content

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  • CCE Flows and Process Review
  • Troubleshooting and Support Methodology
  • PCCE Components
  • PCCE Call Flow Review
  • CCE Diagnostic Tools
  • Diagnostic Framework SuiteRun 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
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Course Prerequisites

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Attendees should meet the following prerequisites:

  • 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 prerequisites:
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Test Certification

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Recommended as preparartion for the following exams:

  • There is no exam currently aligned to this course

 

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Related Products

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