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CCET Troubleshooting Cisco Contact Center Enterprise v1.0

SS Course: GK821342

Course Overview

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The course identifies processes and tools used to identify and diagnose common deployment issues so that support personnel can then select optimal methods to resolve those issues.

                                                                  

Scheduled Classes

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05/09/24 - GVT - Virtual Classroom - Virtual Instructor-Led

Outline

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Section 1

CCE Flows and Process Review

  • Describe CCE flows and processes required to support and troubleshoot the PCCE deployment.

Troubleshooting and Support Methodology

  • Review concepts for a Troubleshooting Methodology and how to apply these methods in a sample scenario.

PCCE Component Review

  • Review the components involved in PCCE Deployment and the function of each.

PCCE Call Flow Review

  • Review the Call Flow process to discuss the messages and protocols required to support a PCCE Deployment.

PCCE Processes

  • Describe the processes required by various CCE Services and how they support the application.

Section 2

CCE Diagnostic tools

  • Introduce the many diagnostic tools available to the engineer responsible for troubleshooting a PCCE environment.

Diagnostic Framework Suite

  • Introduce the basics of the Diagnostic Framework Suite and its role in CCE troubleshooting.

Run Analysis Manager

  • Use the Analysis Manager tool to run a selection of CCE logs.

Run Unified System CLI

  • Use the System CLI to run a selection of CCE logs.

Run Diagnostic Framework Portico

  • Use the Diagnostic Framework Portico to run a selection of CCE logs.

Run Single Pane of Glass (SPOG)

  • Use the SPOG interface to run a selection of CCE logs.

ICM Command Line Tools

  • Examine ICM Command Line tools and their use in troubleshooting in a CCE environment.

Section 3

Troubleshooting CCE

  • Apply troubleshooting tools and techniques to address issues with CCE Certificates, Cisco Finesse, and PCCE Deployment.

Troubleshoot Certificates

  • Examine concepts regarding security certificates and discuss the tools and utilities used to ensure their efficacy.

Troubleshoot Cisco Finesse

  • Define the protocols, tools, and procedures used to troubleshoot the Cisco Finesse client/server environment.

Troubleshoot a PCCE Deployment

  • Examine troubleshooting scenarios and solutions witnessed in building the PCCE lab-only deployment model used for this course.

    Prerequisites

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    • Strong knowledge of computer networking components - Windows A/D, SQL Server, and components (servers, routers, switch)
    • 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 Unified Communications Manager and Voice Gateways
    • Experience administering and troubleshooting Unified Communications Manager and Voice Gateways

      Who Should Attend

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      • Deployment Engineer
      • Sales Engineer
      • Deployment Project Manager
      • Account Manager