Troubleshooting Cisco Contact Center Enterprise [CCET]

OVERVIEW

The 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

OBJECTIVES

After 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

AUDIENCE

• Account manager
• Deployment engineer
• Deployment project manager
• Sales engineer

CERTIFICATION

Recommended as preparartion for the following exams:

• There is no exam currently aligned to this course

CONTENT

• CCE Flows and Process Review
• Troubleshooting and Support Methodology
• PCCE Components
• PCCE Call Flow Review
• CCE Diagnostic Tools
• Diagnostic Framework SuiteRun 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