Implementing Cisco Contact Center Enterprise (CCEI)

The Implementing Cisco Contact Center Enterprise (CCEI) course teaches you how to build and implement a Cisco® Packaged Contact Center Enterprise (PCCE) solution, including advanced integration of external data, Single Sign-On (SSO), and process detail for the Contact Center Enterprise (CCE) solution with examples of the various deployment models. This integration process enables businesses and organizations to deliver a connected digital experience of continuous and capability-rich journeys for your customers, across time and channels. This course teaches you to install the CCE solution and provide Tier 2–3 solution support. The focus is on Day 1 support for a new CCE deployment.

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

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 deployment
• Identify concepts necessary to create CCE system design specifications and deployment plans
• Configure an advanced VXML application implementing DB lookup functionality and digit collection; use Call Studio and CCE Scripting tools to present call data collected from the caller to the gent desktop
• Discover how to install CCE software
• Administer CA signed security certificates to support the successful addition of a PCCE site
• Identify the tasks associated with adding Remote Site functionality to the PCCE environment
• 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

The primary audience for this course is as follows:

• Deployment Engineers
• Sales Engineers

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:

• Understanding Cisco Contact Center Enterprise Foundations (CCEF)
• Administering Cisco Contact Center Enterprise (CCEA)
• Administering Advanced Cisco Contact Center Enterprise (CCEAA)
• Implementing and Administering Cisco Solutions (CCNA®)
• Understanding Cisco Collaboration Foundations (CLFNDU)

Module 1: Planning a Cisco Packaged Contact Center Enterprise Deployment

• Packaged CCE Component Overview
  • Overview of core system elements including ICM, CVP, CUCM, PGs, AW/HDS/DDS, and Finesse
  • Explanation of how these components function together to create a complete PCCE solution
  • Differentiation between Packaged and traditional UCCE architectures
• Call Flows Review
  • Detailed review of typical call flow scenarios from ingress to agent delivery
  • Identification of media versus signaling paths and where key decisions are made
  • Emphasis on how ICM routing logic and CVP call treatments are applied during flow

Module 2: Staging a Packaged CCE Deployment

• PCCE Deployment Planning and System Design Specification
  • Guidelines for determining required server roles and node types
  • Sizing rules based on concurrent agents and call volumes
  • Considerations for network topology, clustering, and geographic distribution
• Software Compatibility and OS Requirements
  • Review of supported Windows Server and SQL versions
  • Required patches and platform alignment per the Compatibility Matrix
  • Tools and resources for verifying version compliance before installation

Module 3: Preparing CCE Software for Installation

• General Considerations and System Requirements
  • Verification of VM requirements, NIC settings, and CPU/memory allocations
  • Review of common installation pitfalls and how to avoid them
  • Checklist of components that must be pre-installed (e.g., .NET, Java, IIS)
• Active Directory Considerations
  • Domain membership guidelines and OU structure
  • Creation of organizationally named service accounts with appropriate privileges
  • Group policy recommendations for optimal security and performance

Module 4: Administering Security Certificates

• Security Certificate Overview
  • Importance of certificates for secure inter-component communication
  • Roles of root, intermediate, and server certificates in the PCCE ecosystem
• Install and Configure Certificate Authority
  • Steps to install a Microsoft CA or integrate with an existing one
  • Generation of certificate templates for use with CVP, ICM, CUIC, and Finesse
  • Enrollment and distribution strategies, including automation with GPO

Module 5: Introducing the Packaged CCE Integration Wizard

• PCCE Inventory and Service Accounts
  • Cataloging all server names, roles, and assigned IPs before deployment
  • Mapping of each PCCE component to its corresponding Windows account
• Run the PCCE Wizard
  • Guided walkthrough of the wizard’s steps: inventory import, credentials, services
  • How the wizard automates database creation, component registration, and configurations
  • Logging and recovery options if the wizard encounters errors

Module 6: Adding a Site to Packaged CCE

• PCCE Remote Site Overview
  • Review of use cases for multi-site environments and geographic distribution
  • Overview of local survivability and inter-site call handling
• Remote Site Security Certificate Considerations
  • Approaches for managing certificates across WAN-connected environments
  • Trust strategies: centralized CA vs. site-specific CAs
  • Troubleshooting tools for diagnosing certificate errors at remote sites

Module 7: Integrating Cisco Unified Intelligence Center, Live Data, and Cisco Finesse

• Compare Real Time vs. Live Data
  • Understanding the differences in architecture, latency, and data structure
  • Use case alignment for reporting requirements: wallboards vs. historical analytics
• Complete Cisco Unified Intelligence Center Integration
  • Steps for integrating CUIC with the HDS/DDS database
  • Role and configuration of Data Sources and Reporting Users
  • Permissions for access control and custom report creation

Module 8: Personalizing the Packaged CCE Dial Plan

• CCE Dial Plan Components
  • Role of Call Types, Dialed Numbers, and Labels in routing logic
  • How these elements relate to business requirements and reporting segmentation
• Ingress Gateway and Cisco Unified Border Element Dial Plans
  • Configuration of dial peers, SIP trunking, and call classification
  • Handling of translations and significant digits for seamless call routing
  • Integration with CUSP for SIP message handling and policy enforcement

Module 9: Configuring to Validate Deployment

• Confirm Configuration Readiness
  • Checklist for verifying service states, database replication, and network reachability
  • Common post-installation validations for each component (e.g., PG status, CVP Ops Console, CUCM registration)
• Unified Communication Manager Administration
  • Creating and associating CTI Route Points and CTI Ports
  • Registering agent phones and configuring device profiles for Extension Mobility
  • Troubleshooting JTAPI registration and CTI control

Module 10: Scripting for Packaged Contact Center Enterprise

• Configure Script Editor
  • Use of Nodes: Start, Label, Queue to Skill Group, Set, and Run External Script
  • How to build functional call routing flows that respond to DNIS, ANI, or time of day
• Use Microapps
  • Introduction to Microapp types: Menu, Audio, Get Digit String, and Call Redirect
  • How Microapps integrate with CVP for IVR-based self-service
  • Combining Microapps with data dips for dynamic call handling

Module 11: Configuring Single Sign-On

• SSO Overview
  • Federated authentication model and role of Identity Providers
  • Differences between SP-initiated and IdP-initiated logins
• Configure SSO Prerequisites
  • Importing metadata and configuring SAML on Finesse and CUIC
  • Trust establishment with external IdPs like Azure AD or Ping
  • Testing login workflows and validating user attribute mapping

LAB OUTLINE

• 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