Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0

Duration: 2 Days (16 Hours)

Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 Course Overview:

The “Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0” course is designed for Tier 3 support personnel. You will learn how to provide Day 2 support for Packaged Contact Center Enterprise (PCCE) deployments. The course focuses on diagnosing common deployment issues and selecting optimal methods for resolution using the processes and tools provided. By the end of the course, you will be equipped with the necessary skills to efficiently troubleshoot PCCE deployments and ensure smooth operation of the contact center environment.

How you’ll benefit
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

Who should enroll
● Account manager
● Deployment engineer
● Deployment project manager
● Sales engineer

Technology areas
● Collaboration


After taking 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

● CCE Flows and Process Review
◦ Troubleshooting and Support Methodology
◦ PCCE Components
◦ PCCE Call Flow Review
● CCE Diagnostic Tools
◦ Diagnostic Framework Suite
◦ Run Analysis Manager
◦ Run Unified System Command-Line Interface (CLI)
● Troubleshooting CCE
◦ Troubleshooting Certificates
◦ Troubleshooting Cisco Finesse
◦ Troubleshooting a PCCE Deployment

● Configure Access to Discovery Environment
● Explore CCE Components
● Explore Diagnostic Framework Suite
● Analyze Peripheral Gateway (PG) Logs
● Navigate Certificate Store
● View Cisco Finesse Logs

To fully benefit from this course, you should have the following knowledge:
● 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 Cisco offerings that may help you meet these prerequisites:
● Understanding Cisco Contact Center Enterprise Foundations (CCEF)
● Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
● Understanding Cisco Collaboration Foundations (CLFNDU)
● Implementing and Administering Cisco Solutions (CCNA®)
● Administering Cisco Contact Center Enterprise (CCEA)
● Administering Advanced Cisco Contact Center Enterprise (CCEAA)
● Implementing Cisco Contact Center Enterprise (CCEI)

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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