Who should attend
- Account manager
- Deployment engineer
- Deployment project manager
- Sales engineer
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 Objectives
After taking 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
Detailed Course Outline
CCE Flows and Process Review
- Troubleshooting and Support Methodology
- PCCE Component Review
- PCCE Call Flow Review
CCE Diagnostic Tools
- Diagnostic Framework Suite
- Run Analysis Manager
- Run Unified System Command-Line Interface (CLI)
Troubleshooting CCE
- Troubleshoot Certificates
- Troubleshoot Cisco Finesse
- Troubleshoot a PCCE Deployment