Implementing Cisco Contact Center Chat & Email (CCECE)



PT25714
Summary
In this 4-day hands-on course students will discover how to deploy Cisco Enterprise Chat and Email into an existing Packaged Contact Center environment. The course covers the details needed to prepare both CCE and ECE environments for the integration and configuration steps required to do the actual integration. Students will gain experience with the operations and administration tasks required for initial ECE deployment as well as ongoing system administration such as enabling SSO, importing objects, preparing queues and workflows, using the scripting tool, generating reports, enabling system logs for troubleshooting. Students will also see how to implement features that enhance ECE operations for Agents. This course also describes feature enhancements that will be available in ECE 12.0. This course is designed for partners and customers responsible for deploying and administering ECE in the PCCE environment.
Prerequisites
There are no prerequisites for this course.
Duration
4 Days/Lecture & Lab
Audience
This course is designed for partners and customers responsible for deploying and administering ECE in the PCCE environment.
Topics
  • Implementing ECE
  • ECE General Administration
  • Cisco ECE Email Administration
  • Cisco ECE Chat Administration
  • ECE Features
  • High-Level Discovery Overview

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