In this 4-day hands-on course students will discover how to deploy Cisco Enterprise Chat and Email into an existing Enterprise Contact Center environment.
The course covers the details needed to prepare both UCCE and ECE environments for the integration and configurations steps required to do the actual integration. Students will gain experience with the operations and administration tasks required for initial ECE deployment, as well as ongoing system administration such as enabling SSO, importing objects, preparing queues and workflows, using the scripting tool, generating reports, and enabling system logs for troubleshooting. Students will also see how to implement features that enhance ECE operations for Agents. This course also describes feature enhancements that will be available in ECE 12.0.
Please Note, The ICCE course content and labs have been developed and tested using ECE 11.6 software, prior to the release of ECE v12.0. During the development cycle, Cisco ECE product managers and subject matter experts were worked with to ensure content is integrated in key areas throughout the course pointing out the differences between ECE v11.6 and v12.x ECE functionality.
There have been no significant changes to the underlying architecture; however, there are differences in the v12 administrative interfaces. These new administrative interface differences will be reflected in the course content and labs in the next iteration of the course.
All registrants for the ICCE Course will have the ability to audit the class at their leisure when v12 of the course is available, at no additional charge. In addition to the ability to attend the class again when v12 is available, every ICCE student will receive access to the neXT Platform, which is an online membership portal and will include interim content on v12 updates.