Cisco Contact Center Enterprise 12.x Training
New CCE Curriculum
Sunset Learning Institute has worked with Cisco to develop brand new Contact Center Enterprise curriculum. The curriculum is now based on PCCE v12.5. The new classes will more accurately match job roles, reduce total class days per role, improve curriculum flow, and reduce duplicate content.
Instructor-Led Training
Guaranteed to Run Dates Available
Duration: 1 Day
An overview of the Cisco Packaged Contact Center Enterprise and Unified Contact Center Enterprise solutions based on version 12.5. Architectural overviews explore solution components, sizing and deployment considerations, and key functionality and features. The course is intended for a broad audience including Business Decision Makers, Account Managers, Systems Engineers, Administrators, Application Specialists, and Deployment Engineers seeking to understand functional and business applications of the CCE solution. This course is the foundation for additional courses required to deploy, configure, support, and troubleshoot Cisco CCE solutions.
Duration: 4 Days
The Administering Cisco Unified Contact Center Enterprise is a 4-day course intended for system engineers, administrators, and support engineers responsible for tier one support. This course provides hands-on practice with administrative tools used to perform routine adds, moves, and changes in the inbound contact center environment.
Duration: 3 Days
Cisco Contact Center Enterprise Advanced Administration (CCEAA) is a 3-day instructor-led course developed by Sunset Learning Institute intended for system engineers and customers who will be deploying and administering advanced Packaged Contact Center Enterprise functionality.
Duration: 2 Days
Enable Contact Center support teams to access reporting solutions for end-to-end reporting in a CCE deployment. After attending this course, you will be able to assist customers and partners in the task of creating reports from disparate data sources in a Cisco Contact Center deployment. The course considers the nuances of analyzing and troubleshooting in various deployment scenarios. Designed Tier 2/Day 2 Support.
Duration: 3 Days
The Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course teaches you how to build and implement a Cisco© Packaged Contact Center Enterprise (PCCE) solution, including advanced integration of external data, Single Sign-On (SSO), and process detail for the Contact Center Enterprise (CCE) solution with examples of the various deployment models. This integration process enables businesses and organizations to deliver a connected digital experience of continuous and capability-rich journeys for your customers, across time and channels. This course teaches you to install the CCE solution and provide Tier 2-3 solution support. The focus is on Day 1 support for a new CCE deployment.
Duration: 2 Days
The course is focused on Day 2 support of a PCCE deployment and includes information on how to diagnose and troubleshoot a CCE deployment. It is designed for Tier 3 support personnel. CCEF, CCEA, CCEAA and CCER are prerequisites for this course.
Duration: 4 Days
In this 4-day hands-on course students will discover how to deploy Cisco Enterprise Chat and Email into an existing Packaged Contact Center environment. The course covers the details needed to prepare both CCE and ECE environments for the integration and configuration steps required to do the actual integration.
Recorded Webinar
In this webinar, Sunset Learning Institute CTO Vick Tagawa introduces the new Cisco Contact Center Enterprise (CCE) curriculum, reviews the ATP requirements and exam mappings, and gives you a timeline of the launch plan.
New Cisco Contact Center Enterprise (CCE) Curriculum v12.5
Mapping the Old to the New
