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ICCE: Integrating Cisco Enterprise Chat & Email with UCCE

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.

Course Objectives

After completing this course the student should be able to:

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.

ICCE is not eligible for Cisco Learning Credits.

Course Content

Module 1 – Deploying Cisco Enterprise Chat and Email

Lesson 1 – ECE Overview
Lesson 2 – Preparing CCE for ECE Integration
Lesson 3 – ECE Installation
Lesson 4 – ECE Integration with CCE
Lab 1-1 Navigating ECE and CCE
Lesson 5 – ECE Integration with Email Server
Lesson 6 – Enabling SSL Functionality for ECE
Lesson 7 – Integrating Finesse with ECE
Lab 1-2 Navigating ECE Email and Finesse Integration

Module 2 – Cisco ECE Operations & Administration

Lesson 1 – Partition Administration Deep-Dive
Lesson 2 – Adding & Importing UCCE Objects into ECE
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
Lab 2-4 Working with ECE Workflow Queues
Lab 2-5 Working with ECE Articles
Lesson 4 – Configuring Inbound Email
Lesson 5 – Configuring Outbound Email
Lab 2-6 Workflow Editor and Verifying Email Operation
Lesson 6 – Configuring ECE Chat
Lab 2-7 Configure and Verify Chat in ECE
Lesson 7 – Reporting for ECE
Lab 2-8 Reporting for ECE

Module 3 – Cisco ECE Features

Lesson 1 – Agent Single Sign-On (SSO) for ECE
Lab 3-1 Agent SSO
Lesson 2 – Troubleshooting
Lesson 3 – ECE 12.x New Features Overview
Lesson 4 – Solutions + Features Overview

Target Audience

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

Course Duration

4 days

Suggested Pre-requisites

The knowledge and skills that a student must have before attending this course are as follows:

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 by Housley.

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