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ICCE

This 4-day hands-on course teaches students how to deploy Cisco Enterprise Chat and Email (ECE) into an existing Cisco Contact Center Enterprise (UCCE) environment, covering integration, configuration, and administration tasks. Participants will learn about ECE operations, including enabling SSO, managing workflows, and generating reports, with a focus on both ECE 11.6 and upcoming ECE 12.0 features. The course is designed for partners and customers with prior knowledge of Cisco UCCE, ensuring they can effectively manage and enhance their contact center operations.

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2 views

ICCE

This 4-day hands-on course teaches students how to deploy Cisco Enterprise Chat and Email (ECE) into an existing Cisco Contact Center Enterprise (UCCE) environment, covering integration, configuration, and administration tasks. Participants will learn about ECE operations, including enabling SSO, managing workflows, and generating reports, with a focus on both ECE 11.6 and upcoming ECE 12.0 features. The course is designed for partners and customers with prior knowledge of Cisco UCCE, ensuring they can effectively manage and enhance their contact center operations.

Uploaded by

asmaaelsayedanter
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Integrating Cisco Enterprise Chat & Email into Cisco

Contact Center Enterprise (ICCE)

COURSE OVERVIEW
In this 4-day hands-on course students will discover how to deploy Cisco Enterprise Chat and Email
into an existing Enterprise Contact Center environment.

The course covers the details needed to prepare an both UCCE and ECE environments for the
integration and configurations steps required to do the actual integration. Students will gain
experience with the operations and administration tasks required for initial ECE deployment as well
as ongoing system administration such as enabling SSO, importing objects, preparing queues and
workflows, using the scripting tool, generating reports, enabling system logs for troubleshooting.
Students will also see how to implement features that enhance ECE operations for Agents. This
course also describes feature enhancements that will be available in ECE 12.0.

Please Note, The ICCE course content and labs have been developed and tested using ECE 11.6
software, prior to the release of ECE v12.0. During the development cycle SLI worked with Cisco ECE
product managers and subject matter experts to ensure that we have content integrated in key areas
throughout the course pointing out the differences between ECE v11.6 and v12.x ECE functionality.

There have been no significant changes to the underlying architecture, however there are differences
in the v12 administrative interfaces. These new administrative interface differences will be reflected
in the course content and labs in the next iteration of the course.

All registrants for the ICCE Course will have the ability to audit the class at their leisure when v12 of
the course is available at no additional charge. In addition to the ability to attend the class again
when v12 is available, every ICCE Student will receive access to SLI’s neXT Platform, which is SLI’s
online membership portal and will include interim content on v12 updates.

WHO WILL BENEFIT FROM THIS COURSE?


This course is designed for partners and customers responsible for deploying and administering
ECE in the UCCE environment.

PREREQUISITES
The prerequisites for this course are that the student has knowledge and experience deploying and
administering and maintaining Cisco UCCE. If the student does not have this prerequisite
background we recommend, at a minimum, attending the AUCCE1 course authored and delivered by
Sunset Learning.

Sunset Learning Institute | 888.888.5251 | www.sunsetlearning.com


COURSE OBJECTIVES
• Learn operations and administration tasks required for initial ECE deployment Ongoing
system administration such as enabling SSO, importing objects, preparing queues and
workflows
• Use the scripting tool
• Generate reports
• Enable system logs for troubleshooting
• Implement features that enhance ECE operations for Agents

COURSE OUTLINE
Module 1 – Deploying Cisco Enterprise Chat and Email
Lesson 1 - ECE Overview
• ECE Deployment Models and Architectural Overview
• ECE System Requirements
• Chat, Email and Data Flow
• ECE Login Points
• PCCE Considerations

Lesson 2 – Preparing CCE for ECE Integration


• Preparing CCE for ECE Integration Overview
• CCE Configuration Cleanup

Lesson 3 – ECE Installation


• ECE Installation Overview
• Install SQL for ECE as Administrator
• ECE Installation (11.5)
• ECE Upgrade (11.6)
• Check System Performance

Lesson 4 – ECE Integration with CCE


• Partition and Console Overviews
• ECE Startup
• Partition Administration
• Unified CCE Integration
Lab 1-1 Navigating ECE and CCE

Lesson 5 – ECE Integration with Email Server


• Dispatcher & Retriever Process Startup
• Configure Email for ECE – Add Alias
• SMTP Settings

Sunset Learning Institute | 888.888.5251 | www.sunsetlearning.com


Lesson 6 – Enabling SSL Functionality for ECE
• Secure Sockets Layer (SSL) Overview
• Enabling SSL for ECE

Lesson 7 – Integrating Finesse with ECE


• Finesse Configuration Overview
• Finesse Admin Page (cfadmin)
• .xml Files Configuration
• ECE Finesse Login
Lab 1-2 Navigating ECE Email and Finesse Integration

Module 2 – Cisco ECE Operations & Administration


Lesson 1 – Partition Administration Deep-Dive
• ECE Administration Console Overview
• Partition Console – Administration
• Administration Console
Lesson 2 – Adding & Importing UCCE Objects into ECE
• Chat & Email Flow
• Adding/Importing Objects
• Verify ICM & ECE Configuration
• Using PQ’s with ECE
• Create ICM Scripts
• Scheduling ICM/CCE Routing Scripts
• Import CCE Objects into ECE
• Logging in as an ECE Agent
• Department Considerations and Configuration
Lab 2-1 Preparing CCE Basic Configuration
Lab 2-2 Working with ECE Imports
Lab 2-3 ECE Agent Login

Lesson 3 –ECE Queues and Workflows


• Services and Settings for Queues and Workflows
• Partition and Department Settings for Queues and Workflows
• Creating Articles
• Workflow Service Level Configuration
• Confirming the Workflow Editor (JRE)
Lab 2-4 Working with ECE Workflow Queues
Lab 2-5 Working with ECE Articles

Sunset Learning Institute | 888.888.5251 | www.sunsetlearning.com


Lesson 4 – Configuring Inbound Email
• Configuring Inbound Email
• Create New Inbound Workflow
• ICM Inbound Email Script
• Verify Email Operation – ICM Script
• Verify Email Operation to Agent

Lesson 5 – Configuring Outbound Email


• Configuring Onbound Email
• Create New Outbound Workflow
• Verify Outbound Email Operation
Lab 2-6 Workflow Editor and Verifying Email Operation

Lesson 6 – Configuring ECE Chat


• Configure and Verify CCE/ECE for Chat
• Testing Template Modifications
• Verify Chat Operation
• Callback, Delayed Callback
• Dynamic Messages for Integrated Chat
Lab 2-7 Configure and Verify Chat in ECE

Lesson 7 – Reporting for ECE


• Reporting Overview
• ECE Reports in CUIC
• Native ECE Reporting
• Creating & Modifying Reports
• Managing Report History
• Scheduling Reports
• Sending Notifications
• Setting Permissions on Reports
Lab 2-8 Reporting for ECE

Module 3 – Cisco ECE Features


Lesson 1 – Agent Single Sign-On (SSO) for ECE
• SSO Overview
• Configure & Verify SSO
• Other Security Considerations
Lab 3-1 Agent SSO

Lesson 2 – Troubleshooting
• Common issues and solutions
• Enabling logs

Sunset Learning Institute | 888.888.5251 | www.sunsetlearning.com


Lesson 3 – ECE 12.x New Features Overview

Lesson 4 – Solutions + Features Overview

WHY TRAIN WITH SUNSET LEARNING INSTITUTE?


Sunset Learning Institute (SLI) has been an innovative leader in developing and delivering authorized
technical training since 1996. Our goal is to help our customers optimize their technology Investments
by providing convenient, high quality technical training that our customers can rely on. We empower
students to master their desired technologies for their unique environments.

What sets SLI apart is not only our immense selection of trainings options, but our convenient and
consistent delivery system. No matter how complex your environment is or where you are located, SLI
is sure to have a training solution that you can count on!

Premiere World Class Instruction Team


• All SLI instructors have a four-year technical degree, instructor level certifications and field
consulting work experience
• Sunset Learning has won numerous Instructor Excellence and Instructor Quality Distinction
awards since 2012

Enhanced Learning Experience


• The goal of our instructors during class is ensure students understand the material, guide
them through our labs and encourage questions and interactive discussions.

Convenient and Reliable Training Experience


• You have the option to attend classes live with the instructor, at any of our established
training facilities, or from the convenience of your home or office
• All Sunset Learning Institute classes are guaranteed to run – you can count on us to deliver
the training you need when you need it!

Outstanding Customer Service


• You will work with a dedicated account manager to suggest the optimal learning path for you
and/or your team
• An enthusiastic student services team is available to answer any questions and ensure a
quality training experience

Interested in Private Group Training?


Contact Us

Sunset Learning Institute | 888.888.5251 | www.sunsetlearning.com

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