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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.
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Course Contents
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- 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
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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- Account manager
- Deployment engineer
- Deployment project manager
- Sales engineer
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Knowledge Prerequisites
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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)
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Course Objective
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- Understanding CCE procedures and processes for PCCE
- Getting to know diagnostic tools for PCCE troubleshooting
- Troubleshooting certificates, Cisco Finesse, and PCCE deployments
| Course Outline |
| 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 Exercises |
| Configure Access to Discovery Environment |
| Explore CCE Components |
| Explore Diagnostic Framework Suite |
| Analyze Peripheral Gateway (PG) Logs |
| Navigate Certificate Store |
| View Cisco Finesse Logs |
| 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 |
-
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.-
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.
-
Course Contents
-
- 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
You will receive the original course documentation from Cisco in English language as a Cisco E-Book.
-
Target Group
-
- Account manager
- Deployment engineer
- Deployment project manager
- Sales engineer
-
Knowledge Prerequisites
-
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)
-
Course Objective
-
- Understanding CCE procedures and processes for PCCE
- Getting to know diagnostic tools for PCCE troubleshooting
- Troubleshooting certificates, Cisco Finesse, and PCCE deployments
| Course Outline |
| 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 Exercises |
| Configure Access to Discovery Environment |
| Explore CCE Components |
| Explore Diagnostic Framework Suite |
| Analyze Peripheral Gateway (PG) Logs |
| Navigate Certificate Store |
| View Cisco Finesse Logs |
| 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 |
-
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