CCET: Troubleshooting Cisco Contact Center Enterprise
- Duration
- 2 days
- Starting Price
- Contact us for pricing
This Troubleshooting Cisco Contact Center Enterprise course is focused on Day 2 support of a PCCE deployment by Tier 3 support personnel. 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.
Intended Audience: Deployment Engineer, Sales Engineer, Deployment Project Manager, Account Manager.
Prerequisites: strong knowledge of computer networking components (Windows A/D, SQL Server, and components such as servers, routers, switches); strong understanding of IP networks; advanced experience administering Cisco Packaged Contact Center Enterprise; experience deploying Cisco Packaged Contact Center Enterprise; experience administering and troubleshooting Unified Communications Manager and Voice Gateways. Recommended prior courses: Cisco CCNA, CLFNDU, CLCOR, CCEF, CCEA, CCEAA, CCEI.
At Completion: to provide Tier 3 support personnel with the tools and processes required to expediently identify and resolve common issues during ongoing Day 2 operations of a successfully deployed PCCE 12.5 solution.
Exams & Certifications
Learning Credits: 18.
Course Outline
Section 1
- CCE Flows and Process Review
- Troubleshooting and Support Methodology
- PCCE Component Review
- PCCE Call Flow Review
- PCCE Processes
- Discovery 01-1: Configure Access to Discovery Environment
- Discovery 01-2: Explore CCE Components
Section 2
- CCE Diagnostic Tools
- Diagnostic Framework Suite
- Run Analysis Manager
- Run Unified System CLI
- Run Diagnostic Framework Portico
- Run Single Pane of Glass (SPOG)
- ICM Command Line Tools
- Discovery 2-1: Explore Diagnostic Framework Suite
- Discovery 2-2: Analyze PG Logs
Section 3
- Troubleshooting CCE
- Troubleshoot Certificates
- Troubleshoot Cisco Finesse
- Troubleshoot a PCCE Deployment
- Discovery 3-1: Navigate Certificate Store
- Discovery 3-2: View Cisco Finesse Logs
Upcoming Sessions
There are no scheduled sessions for this course right now.
Interested in this course?
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