Troubleshooting Cisco Contact Center Enterprise
- Course Code CCET
- Duration 2 days
- Version 1.0
Course Delivery
Additional Payment Options
- CLC 18 excl. VAT
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Course Delivery
This course is available in the following formats:
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Public Classroom
Traditional Classroom Learning
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Virtual Learning
Learning that is virtual
Request this course in a different delivery format.
Course Overview
TopThe Troubleshooting Cisco Contact Center Enterprise (CCET) 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.
This class will help you:
Learn the troubleshooting techniques to maximize the benefits the prepackaged deployment model PCCE
Anticipate and rectify possible deployment issues by learning the tools and processes that provide solutions for deployment issues
Virtual Learning
This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.
Course Schedule
Top-
- Delivery Format: Virtual Learning
- Date: 14-15 April, 2025
- Location: Virtual
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- Delivery Format: Virtual Learning
- Date: 02-03 June, 2025
- Location: Virtual
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- Delivery Format: Virtual Learning
- Date: 06-07 October, 2025
- Location: Virtual
Course Objectives
TopAfter completing this course you should be able to:
- Describe CCE flows and processes required to support and troubleshoot the PCCE deployment
- Introduce the many diagnostic tools available to the engineer responsible for troubleshooting a PCCE environment
- Apply troubleshooting tools and techniques to address issues with CCE Certificates, Cisco Finesse, and PCCE Deployment
Course Content
TopCCE 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
Course Prerequisites
TopAttendees should meet the following prerequisites:
- 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
- CCNA - Implementing and Administering Cisco Solutions
- CLFNDU - Understanding Cisco Collaboration Foundations
- CLCOR - Implementing and Operating Cisco Collaboration Core Technologies
- CCEF - Understanding Cisco Contact Center Enterprise Foundations
- CCEA - Administering Cisco Contact Center Enterprise
- CCEI - Implementing Cisco Contact Center Enterprise
- CCEAA - Administering Advanced Cisco Contact Center Enterprise
Test Certification
TopRecommended as preparartion for the following exams:
- There is no exam currently aligned to this course
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