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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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CCET v1.0 – Troubleshooting Cisco Contact Center Enterprise
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Duration 2 Days
Delivery (Online and onsite)
PricePrice Upon Request
18 excl. VAT
- 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
- Account manager
- Deployment engineer
- Deployment project manager
- Sales engineer
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)
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.
- 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
- Account manager
- Deployment engineer
- Deployment project manager
- Sales engineer
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)