Implementing Cisco Contact Center Enterprise Chat & Email

Engineers involved in the deployment and implementation of Cisco Contact Cneter Enterprise Chat and Email

After completing 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

Deploying Cisco Enterprise Chat and Email

• What is ECE?
• ECE Components and Deployment Models
• Install ECE Software
• Classic ECE Navigation
• Prepare PCCE for ECE
• Integrate ECE with the SPOG
• PCCE/ECE Integration Tasks
• Integrate ECE with Email
• Integrate ECE with Cisco Finesse
• High Availability Considerations
• ECE Call Flow Primer

ECE General Administration

• SPOG Partition Overview
• SPOG Department Overview
• Add and Import Objects into ECE
• ECE Queues

Cisco ECE Email Administration

• Personalize the Email Trail
• Workflows
• CCE Scripting for Email
• Verify Email to Agent
• Blended Routing
• Storage Management

Cisco ECE Chat Administration

• ECE Configuration for Chat
• Chat Entry Points
• Verify Chat Operation
• Customize Chat
• Callback/Delayed Callback

Cisco Enterprise Chat and Email Features

• ECE Reports
• Agent Single Sign-On for ECE
• Troubleshoot ECE

Lab outline

• Navigate CCE Discovery Architecture and Components
• Navigate ECE and CCE Discovery Architecture and Components
• Navigate ECE Email and Cisco Finesse integration
• Add and Import CCE Resources into ECE
• Personalize the Email Trail
• Build a Department Workflow
• Build CCE Script for Email
• Agent Verification of Email
• Configure and Verify Chat Operation
• Customize Chat
• Explore Reporting for ECE
• Support Single Sign On (SSO) for ECE
• Troubleshoot ECE

Attendees should meet the following prerequisites:

• 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

 

Aanbevolen vereisten:

• CCEF - Understanding Cisco Contact Center Enterprise Foundations
• CCEA - Administering Cisco Contact Center Enterprise
• CCEAA - Administering Advanced Cisco Contact Center Enterprise
• CCEI - Implementing Cisco Contact Center Enterprise

Recommended as preparation for the following exams:

• TBC