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PT25713
Training Summary
This Troubleshooting Cisco Contact Center Enterprise course is focused on Day 2 support of a PCCE deployment by Tier 3 support personnel. The course identifies processes and tools used to identify and diagnose common deployment issues so that support personnel can then select optimal methods to resolve those issues.
Prerequisites
The knowledge and skills that students are expected to have before attending this course are:
- Strong knowledge of computer networking components – Windows A/D, SQL Server, and components (servers, routers, switch)
- 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 Unified Communications Manager and Voice Gateways
- Cisco CCNA
- Cisco CLFNDU
- Cisco CLCOR
- Cisco CCEF
- Cisco CCEA
- Cisco CCEAA
- Cisco CCEI
Duration
2 Days/Lecture & Lab
Audience
This course is designed for Deployment Engineers, Sales Engineers, Deployment Project Managers, and Account Managers.
Course Topics
- CCE Flows and Process Review
- Troubleshooting and Support Methodology
- PCCE Component Review
- PCCE Call Flow Review
- PCCE Processes
- CCE Diagnostic tools
- Diagnostic Framework Suite
- Run Analysis Manager
- Run Unified System CLI
- Run Diagnostic Framework Portico
- Run Single Pane of Glass (SPOG)
- ICM Command Line Tools
- Troubleshooting CCE
- Troubleshoot Certificates
- Troubleshoot Cisco Finesse
- Troubleshoot a PCCE Deployment