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In this course, you will learn how to deploy Cisco® Enterprise Chat and Email (ECE) in an existing enterprise contact center environment. You will learn the steps required to prepare and configure both Cisco Packaged Contact Center Enterprise (PCCE) and ECE environments for integration and gain experience with the operational and administrative tasks required for the initial deployment of ECE. In addition, you will learn about ongoing system administration tasks such as enabling single sign-on (SSO), importing objects, preparing queues and workflows, using the scripting tool, creating reports and enabling system logs for troubleshooting. Finally, you will also learn how to implement features that improve ECE operations for agents.
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Course Contents
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- Deploying Cisco Enterprise Chat and Email
- ECE General administration
- Cisco ECE Email administration
- Cisco ECE Chat administration
- Cisco Enterprise Chat and Email features
Lab outline
- Navigate CCE discovery architecture and components
- Navigate ECE and CCE discovery architecture and components
- Navigate ECE Email and Cisco Finesse integration
- Add and Import CCE Resources into ECE
- Personalize the Email Trail
- Build a Department Workflow
- Build CCE Script for Email
- Agent Verification of Email
- Configure and Verify Chat Operation
- Customize Chat
- Explore Reporting for ECE
- Support Single Sign On (SSO) for ECE
- Troubleshoot ECE
You will receive the original course documentation from Cisco in English language as a Cisco E-Book.
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Target Group
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Deployment Engineers
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Knowledge Prerequisites
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Participants should meet the following requirements before taking part in this course:
- Good knowledge of computer network components: Windows A/D, SQL
- Extensive understanding of IP networks
- Advanced experience in the administration of Cisco Packaged Contact Center Enterprise
- Experience in the deployment of Cisco Packaged Contact Center Enterprise
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Classroom training
- Do you prefer the classic training method? A course in one of our Training Centers, with a competent trainer and the direct exchange between all course participants? Then you should book one of our classroom training dates!
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Online training
- You wish to attend a course in online mode? We offer you online course dates for this course topic. To attend these seminars, you need to have a PC with Internet access (minimum data rate 1Mbps), a headset when working via VoIP and optionally a camera. For further information and technical recommendations, please refer to.
-
Tailor-made courses
-
You need a special course for your team? In addition to our standard offer, we will also support you in creating your customized courses, which precisely meet your individual demands. We will be glad to consult you and create an individual offer for you.
You can find the complete description of this course with dates and prices ready for download at as PDF.-
In this course, you will learn how to deploy Cisco® Enterprise Chat and Email (ECE) in an existing enterprise contact center environment. You will learn the steps required to prepare and configure both Cisco Packaged Contact Center Enterprise (PCCE) and ECE environments for integration and gain experience with the operational and administrative tasks required for the initial deployment of ECE. In addition, you will learn about ongoing system administration tasks such as enabling single sign-on (SSO), importing objects, preparing queues and workflows, using the scripting tool, creating reports and enabling system logs for troubleshooting. Finally, you will also learn how to implement features that improve ECE operations for agents.
-
Course Contents
-
- Deploying Cisco Enterprise Chat and Email
- ECE General administration
- Cisco ECE Email administration
- Cisco ECE Chat administration
- Cisco Enterprise Chat and Email features
Lab outline
- Navigate CCE discovery architecture and components
- Navigate ECE and CCE discovery architecture and components
- Navigate ECE Email and Cisco Finesse integration
- Add and Import CCE Resources into ECE
- Personalize the Email Trail
- Build a Department Workflow
- Build CCE Script for Email
- Agent Verification of Email
- Configure and Verify Chat Operation
- Customize Chat
- Explore Reporting for ECE
- Support Single Sign On (SSO) for ECE
- Troubleshoot ECE
You will receive the original course documentation from Cisco in English language as a Cisco E-Book.
-
Target Group
-
Deployment Engineers
-
Knowledge Prerequisites
-
Participants should meet the following requirements before taking part in this course:
- Good knowledge of computer network components: Windows A/D, SQL
- Extensive understanding of IP networks
- Advanced experience in the administration of Cisco Packaged Contact Center Enterprise
- Experience in the deployment of Cisco Packaged Contact Center Enterprise
-
Classroom training
- Do you prefer the classic training method? A course in one of our Training Centers, with a competent trainer and the direct exchange between all course participants? Then you should book one of our classroom training dates!
-
Online training
- You wish to attend a course in online mode? We offer you online course dates for this course topic. To attend these seminars, you need to have a PC with Internet access (minimum data rate 1Mbps), a headset when working via VoIP and optionally a camera. For further information and technical recommendations, please refer to.
-
Tailor-made courses
-
You need a special course for your team? In addition to our standard offer, we will also support you in creating your customized courses, which precisely meet your individual demands. We will be glad to consult you and create an individual offer for you.
You can find the complete description of this course with dates and prices ready for download at as PDF.
Online Training
Trainer language English