Instructorctclc admin
TypeOnsite Course
Duration
2 Days
Methods of Delivery
ILT, VIRTUAL/WEBEX, ON-SITE
Price$1895.00 or 19 CLCs
Buy NowBook Now

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.

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

Click here for our Schedules

When registering through the website for this class please email ddoan@ctclc.com or call Donna at 219-764-3800

Why Attend With Current Technologies CLC

  • Our Instructors are the top 10% rated by Cisco
  • Our Lab has a dedicated 500 Mbps Fiber Connection
  • Our Lab Run up to Date version of Code on our Servers

Course Objectives

Who Should Attend

Prerequisites

Course Outline

Download Outline

Upon completing this course, the student will be able to meet these 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

The primary audience for this course is as follows:

  • Deployment Engineer
  • Sales Engineer
  • Deployment Project Manager
  • Account Manager

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)

Module 1: CCE Flows and Process Review

  • Troubleshooting and Support Methodology
  • PCCE Components
  • PCCE Call Flow Review

Module 2: CCE Diagnostic Tools

  • Diagnostic Framework Suite
  • Run Analysis Manage
  • Run Unified System Command-Line Interface (CLI)

Module 3: Troubleshooting CCE

  • Troubleshooting Certificates
  • Troubleshooting Cisco Finesse
  • Troubleshooting a PCCE Deployment

Labs:

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

CCET 1.0