Master the Skills Required for Integrating Cisco Enterprise Chat and Email with UCCE Course

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Integrating Cisco Enterprise Chat and email with UCCE Course Overview

The Integrating Cisco Enterprise Chat and Email with UCCE course provides instruction on the configuration and setup of HTTP-based Chat and Email modules within UCCE, as well as their management and troubleshooting. This course focuses on the practical application of integrating Chat and Email with UCCE so students will gain proficiency in building and maintaining Chat and Email applications. The course begins with an introduction to Cisco Unified Contact Center Express (UCCE). Next, students learn how to install and configure various Chat and Email components such as Cisco Unified Communications Manager (CUCM), Cisco Unified Communication Manager Express (CUCME), and UCCE Chat and Email modules. Students will also learn the basics of HTTP protocol and how to use Cisco Web Presence Designer. In addition, students will receive hands-on experience implementing scripts, debugging, and troubleshooting applications in UCCE. Finally, the course concludes with a detailed discussion on security and disaster recovery.

The 1-on-1 Advantage

Get 1on-1 session with our expert trainers at a date & time of your convenience.

Flexible Dates

Start your session at a date of your choice-weekend & evening slots included, and reschedule if necessary.

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Training never been so convenient- attend training sessions 4-hour long for easy learning.

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Attend trainings at some of the most loved cities such as Dubai, London, Delhi(India), Goa, Singapore, New York and Sydney.

You will learn:

Module 1 – Deploying Cisco Enterprise Chat and Email
  • ECE Overview
  • Preparing CCE for ECE Integration
  • ECE Installation
  • ECE Integration with CCE
  • ECE Integration with Email Server
  • Enabling SSL Functionality for ECE
  • Integrating Finesse with ECE
  • Partition Administration Deep-Dive
  • Adding & Importing UCCE Objects into ECE
  • ECE Queues and Workflows
  • Configuring Inbound Email
  • Configuring Outbound Email
  • Configuring ECE Chat
  • Reporting for ECE
  • Agent Single Sign-On (SSO) for ECE
  • Troubleshooting
  • ECE 12.x New Features Overview
  • Solutions + Features Overview
Live Online Training (Duration : 32 Hours)
We Offer :
  • 1-on-1 Public - Select your own start date. Other students can be merged.
  • 1-on-1 Private - Select your own start date. You will be the only student in the class.

1750 + If you accept merging of other students. & excluding VAT/GST
4 Hours
8 Hours
Week Days

Start Time : At any time

12 AM
12 PM

1-On-1 Training is Guaranteed to Run (GTR)
Group Training
1500 Per Participant & excluding VAT/GST
05 - 08 Jun
09:00 AM - 05:00 PM CST
(8 Hours/Day)
03 - 06 Jul
09:00 AM - 05:00 PM CST
(8 Hours/Day)
Course Prerequisites

1. Basic knowledge of contact center technologies and concepts such as Unified Communications and Call Center Express.
2. Understanding of Cisco Unified Communications Architecture and basic router configuration.
3. Ability to use Microsoft Windows operating system.
4. Proficiency in Cisco Unified Contact Center Enterprise Editor.
5. Knowledge of Unity Connection and MS Exchange Email integration.
6. Understanding of Internet Protocols such as SIP, TCP/IP, and HTTP.
7. Familiarity with VoIP protocols such as SIP, H.323 and Session Initiation Protocol (SIP).
8. Knowledge of Cisco Unified Customer Voice Portal (CVP) and its components.

Target Audience

The target audience for Integrating Cisco Enterprise Chat and Email with UCCE training is system administrators and network engineers responsible for designing, deploying, and managing Cisco Unified Contact Center Express (UCCE) solutions
The training will provide individuals with the skills and knowledge to successfully build, configure and manage their Cisco UCCE solutions
It will also explain how to integrate enterprise chat and email with UCCE, enabling customer care teams to provide faster customer service and cost-efficient response times
Participants should have a good understanding of customer service architecture and contact center technologies, as well as be comfortable with Cisco IOS, Cisco Unified Operating System (CUCM), and other key services

Learning Objectives of Integrating Cisco Enterprise Chat and email with UCCE

1. Gain understanding of the foundational concepts of UCCE, including architecture, product modules, components, virtual agents and services.
2. Learn to integrate Cisco Enterprise Chat and email with UCCE environments.
3. Develop skills in administering UCCE solutions such as troubleshooting, security, monitoring, reporting and analytics.
4. Apply troubleshooting and problem-solving techniques to diagnose and fix a wide range of UCCE issues.
5. Learn the implications of deploying alternative UCCE components and applications, such as engagement setup client, analytics integration, agent desktops, quality management systems and contact center reporting.
6. Comprehend how to interface UCCE solutions with a variety of application programming interfaces, cloud services, other systems and customer touch points.

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1-on-1 Public - Select your start date. Other students can be merged.
1-on-1 Private - Select your start date. You will be the only student in the class.
Yes, course requiring practical include hands-on labs.
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Schedule for Group Training is decided by Koenig. Schedule for 1-on-1 is decided by you.
In 1 on 1 Public you can select your own schedule, other students can be merged. Choose 1-on-1 if published schedule doesn't meet your requirement. If you want a private session, opt for 1-on-1 Private.
Duration of Ultra-Fast Track is 50% of the duration of the Standard Track. Yes(course content is same).

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Travel and Visa

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