CCET, Troubleshooting Cisco Contact Center Enterprise is a 2-day course focused on Day 2 support of a Packaged Contact Center Enterprise (PCCE) deployment by Tier 3 support personnel. Cisco® PCCE provides an enterprise-class contact center in a prepackaged deployment model that offers simplified deployment, operation, and maintenance. You will learn to identify the processes and tools used to diagnose common deployment issues so that support personnel can select optimal methods to resolve those issues.
This course 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
The course qualifies for 16 Cisco Continuing Education credits (CE) towards recertification.
CLC Value: 18Prerequisites:
The knowledge and skills that the learner should have before attending this course are as follows:
- 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
Recommended Cisco offerings that may help you meet these prerequisites:
- CCEF: Understanding Cisco Contact Center Enterprise Foundations
- CLCOR: Implementing and Operating Cisco Collaboration Core Technologies
- CLFNDU: Understanding Cisco Collaboration Foundations
- CCNA: Implementing and Administering Cisco Solutions
- CCEA: Administering Cisco Contact Center Enterprise
- CCEAA: Administering Advanced Cisco Contact Center Enterprise
- CCEI: Implementing Cisco Contact Center Enterprise
Course Objectives:
Upon completing this course, the learner will be able to meet these overall objectives:
- 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
Duration: 2 Days (Live Online)
Duration: 2 Days (Live Online)Duration: 2 Days (Live Online)Duration: 2 Days (Live Online)Duration: 2 Days (Live Online)Duration: 2 Days (Live Online)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
Lab Outline:
Labs are designed to assure learners a whole practical experience, through the following practical activities:
- Configure Access to Discovery Environment
- Explore CCE Components
- Explore Diagnostic Framework Suite
- Analyze Peripheral Gateway (PG) Logs
- Navigate Certificate Store
- View Cisco Finesse Logs
The primary audience for this course is as follows:
- Deployment Engineer
- Sales Engineer
- Deployment Project Manager
- Account Manager