The Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 course is 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.
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
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
Lab Outline
- 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
