Implementing Cisco Contact Center Enterprise (CCEI) v1.0

Duration: 3 Days (24 Hours)

Implementing Cisco Contact Center Enterprise (CCEI) v1.0 Course Overview:

In the Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course, you will learn how to build and implement a Cisco Packaged Contact Center Enterprise (PCCE) solution. The course covers advanced integration of external data, Single Sign-On (SSO), and provides a detailed understanding of the Contact Center Enterprise (CCE) solution with examples of various deployment models.

By gaining expertise in this integration process, you will be able to deliver a connected digital experience, ensuring continuous and capability-rich customer journeys across various channels and time. The course focuses on installing the CCE solution and providing Tier 2-3 solution support, with an emphasis on Day 1 support for a new CCE deployment.

Throughout the course, you will acquire the necessary knowledge and skills to effectively deploy and support the Cisco Packaged Contact Center Enterprise solution. This will enable you to provide enhanced customer experiences and ensure smooth operations in contact center environments.

How you’ll benefit
This class will help you:
● Learn how to optimize management of CCE solutions for smooth, connected, and efficient digital experiences across multiple channels
● Manage the effects of using CCE solutions for scalability, flexibility, and growth to support larger contact center enterprises

Who should enroll
● Deployment engineer
● Sales engineer

Technology areas
● Collaboration


After taking this course, you should be able to:
● Examine components, protocols, and variables that influence selection of the design and sizing of a PCCE
● Identify concepts necessary to create CCE system design specifications and deployment plans
● Discover how to install CCE software
● Administer CA signed security certificates to support the successful addition of a PCCE site
● Use the Integration Wizard to configure the various platforms and servers installed in the PCCE
● Discuss integration of the CUIC, LiveData, and Finesse reporting environments
● Configure the PCCE Dial Plan end-to-end, incorporating the use of Cisco Unified Border Element (CUBE),
Cisco Unified SIP Proxy (CUSP), Cisco Virtualized Voice Browsers (VVBs), Voice XML (VXML) Gateways
(GW), and Significant Digits
● Examine concepts necessary to create CCE system design specifications and deployment plans
● Create a series of routing scripts using PCCE
● Configure Single sign-on for Unified CCE

● Planning a Cisco Packaged Contact Center Enterprise Deployment
◦ Packaged CCE Component Overview
◦ Call Flows Review
● Staging a Packaged CCE Deployment
◦ PCCE Deployment Planning and System Design Specification
◦ Software Compatibility and OS Requirements
● Preparing CCE Software for Installation
◦ General Considerations and System Requirements
◦ Active Directory Considerations
● Administering Security Certificates
◦ Security Certificate Overview
◦ Install and Configure Certificate Authority
● Introducing the Packaged CCE Integration Wizard
◦ PCCE Inventory and Service Accounts
◦ Run the PCCE Wizard
● Adding a Site to Packaged CCE
◦ PCCE Remote Site Overview
◦ Remote Site Security Certificate Considerations
● Integrating Cisco Unified Intelligence Center, LiveData, and Cisco Finesse
◦ Compare Real Time vs. Live Data
◦ Complete Cisco Unified Intelligence Center Integration
● Personalizing the Packaged CCE Dial Plan
◦ CCE Dial Plan Components
◦ Ingress Gateway and Cisco Unified Border Element Dial Plans
● Configuring to Validate Deployment
◦ Confirm Configuration Readiness
◦ Unified Communication Manager Administration

● Scripting for Packaged Contact Center Enterprise
◦ Configure Script Editor
◦ Use Microapps
● Configuring Single Sign-On
◦ SSO Overview
◦ Configure SSO Prerequisites

● Navigate CCE Discovery Architecture and Components
● Explore ICM Configuration Tools
● Observe Installed CCE Software
● Certificate Store Navigation
● Add a Remote Site to PCCE
● Personalize Cisco Finesse Server
● Configure Site Dial Plan
● Verify Configuration Details to Facilitate Final Testing
● Configure Deployment of VXML Functionality
● Build a Series of Test Scripts
● Enable Single Sign-On

To fully benefit from this course, you should have the following knowledge:
● Advanced knowledge of computer networking components: Windows A/D, SQL Server, and components
● Understanding of IP networks
● Strong understanding of Cisco Packaged Contact Center Enterprise functionality
● Advanced experience administering of Cisco Packaged Contact Center Enterprise
● Working knowledge of Unified Communications Manager and Voice Gateways

Recommended Cisco offerings that may help you meet these prerequisites:
● Administering Cisco Contact Center Enterprise (CCEA)
● Administering Advanced Cisco Contact Center Enterprise (CCEAA)
● Understanding Cisco Contact Center Enterprise Foundations (CCEF)
● Understanding Cisco Collaboration Foundations (CLFNDU)
● Implementing and Administering Cisco Solutions (CCNA®)

Discover the perfect fit for your learning journey

Choose Learning Modality

Live Online

  • Convenience
  • Cost-effective
  • Self-paced learning
  • Scalability


  • Interaction and collaboration
  • Networking opportunities
  • Real-time feedback
  • Personal attention


  • Familiar environment
  • Confidentiality
  • Team building
  • Immediate application

Training Exclusives

This course comes with following benefits:

  • Practice Labs.
  • Get Trained by Certified Trainers.
  • Access to the recordings of your class sessions for 90 days.
  • Digital courseware
  • Experience 24*7 learner support.

Got more questions? We’re all ears and ready to assist!

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