Cisco Contact Center Course

course overview

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The Implementing Cisco Contact Center Enterprise Chat and Email (CCECE)  course teaches you how to deploy Cisco® Enterprise Chat and Email (ECE) into an existing Enterprise Contact Center environment. Learn the steps required to prepare and configure both Cisco Packaged Contact Center Enterprise (PCCE) and ECE environments for integration, as well as gain experience with the operation and administration tasks required for initial ECE deployment. Additionally, you will experience ongoing system administration tasks such as enabling Single Sign-On (SSO), importing objects, preparing queues and workflows, using the scripting tool, generating reports, and enabling system logs for troubleshooting. Finally, you will also learn how to implement features that enhance ECE operations for Agents.

This course will help you:

    Configure, integrate, and deploy Cisco Enterprise Chat and Email into existing Enterprise Contact Center environments

    Grow your understanding of Cisco ECE administration and features


Engineers involved in the deployment and implementation of Cisco Contact Cneter Enterprise Chat and Email

Skills Gained

After completing this course, you should be able to:

  • Describe the ECE solution as deployed with Cisco Contact Center Enterprise (CCE)
  • Define the components of ECE that make up the available deployment models available for enterprise solutions
  • Utilize the Classic ECE interface to differentiate between partitions
  • Utilize the Classic ECE interface to differentiate between processes and instances
  • Configure the PCCE requirements necessary to integrate ECE
  • Configure the requirements necessary to integrate ECE with the Single Pane of Glass used with PCCE
  • Configure the requirements necessary to integrate ECE with email services
  • Add the ECE Agent gadget to the Cisco Finesse Desktop layout
  • Describe the installation requirements for a high-availability deployment of ECE
  • Describe a basic email and chat call flow through the ECE/PCCE environment
  • Understand the general operational requirements for adding CCE Agent, skill, and scripting objects and importing them into CCE
  • Navigate the administrative tabs in both the Business Partition and Department view of the Single Pane of Glass
  • Add and import objects into the ECE
  • Describe the configurations options found in the Email and Chat Queue
  • Describe the configuration and verification of chat functionality in a CCE ECE environment
  • Configure and verify ECE settings
  • Configure an entry point for a chat queue and introduce template sets
  • Customize the chat experience
  • Define and verify the configuration requirements to deploy callback and delayed callback
  • Describe the benefits of implementing Agent Single Sign-on in the ECE/CCE environment
  • Configure the requirements necessary to implement Agent Single Sign-on in the ECE/CCE environment


Attendees should meet the following prerequisites:

  • Strong knowledge of computer networking components: Windows A/D, SQL
  • Strong understanding of IP networks
  • Advanced experience administering Cisco Packaged Contact Center Enterprise
  • Experience deploying Cisco Packaged Contact Center Enterprise



Cisco develops, manufactures and sells networking hardware, telecommunications equipment and other high-technology services and products. Through its numerous subsidiaries, such as OpenDNS, Webex, Jabber and Jasper, Cisco specialises into specific tech markets, such as the Internet of Things (IoT), domain security and energy management.

Cisco pioneered the concept of a local area network (LAN) being used to connect geographically disparate computers over a multiprotocol router system.

Cisco's products and services focus upon three market segments—enterprise, service provider, midsize and small business.

Cisco provides IT products and services across five major technology areas: Networking (including Ethernet, optical, wireless and mobility), Security, Collaboration (including voice, video, and data), Data Center, and the Internet of Things.

Cisco is the dominant vendor in the Australian market with leadership across all market segments. It uses its Australian office as one of the main headquarters for the Asia-Pacific region.

Cisco sponsors a line of IT professional certifications for Cisco products. 

It has been shown that Cisco certified professionals complete network related IT projects more quickly than non-certified professionals. They show more effectiveness in resolving network-related IT projects and resolving technical problems. The overall efficiency of a Cisco certified professional is far better than an uncertified professional. So, it makes a lot of sense to have Cisco certified professionals in a company.

Cisco Certifications

Cisco Certifications provide learning paths and qualifications for IT professionals working with Routing & Switching, Design, Security, Service Provider, Service Provider Operations, Data Centre, Voice, Wireless and Video.

Levels of Cisco Network Certifications

There are five levels of network certifications. They are Entry, Associate, Professional, Expert and Architect. Architect is the highest level of accreditation within the Cisco Career Certification Program.

  •  Entry There are two certifications in this category, CCENT and CCT. Both of these certifications serve as a starting point for those who want to start a career in networking.
  • Associate The associate level certification is considered as the foundation level for network certification. The different programs under this level include CCDA, CCNA collaboration, CCNA Data Center, CCNA Routing and Switching, CCNA Security, CCNA Service Provider, CCNA Service Provider Operations, CCNA Video, CCNA Voice and CCNA Wireless.
  • Professional The professional level is an advanced level of certification. Individuals who go for this certification are equipped with more networking skills. Each certification under this level covers a different technology catering to the specific needs of varying jobs. Cisco professional certifications include CCDP, CCNP Collaboration, CCNP Data Center, CCNP Routing and Switching, CCNP Security, CCNP Service Provider, CCNP Service Provider Operations, CCNP Voice and CCNP Wireless.
  • Expert The expert level certification is again an advance level of certification. The certification programs include CCDE, CCIE Collaboration, CCIE Data Center, CCIE Routing and Switching, CCIE Security, CCIE Service Provider, CCIE Service Provider Operations and CCIE Wireless. These certifications are the most prestigious networking certifications with worldwide acceptance.
  • Architect The architect level is the highest level of certification from Cisco. Individuals with CCAr certification have the expertise to support the increasingly complex networks of global companies, and effectively decode business strategies into evolutionary technical strategies.

Contact us now to learn how Cisco certification and training courses can benefit you and your enterprise.

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