Implementing Cisco Contact Center Enterprise Chat & Email (CCECE) v1.0

– • Describe the ECE solution as deployed with Cisco Contact Center Enterprise (CCE)
– • Define the components of ECE that make up the available deployment models available for enterprise solutions
– • Utilize the Classic ECE interface to differentiate between partitions
– • Utilize the Classic ECE interface to differentiate between processes and instances
– • Configure the PCCE requirements necessary to integrate ECE
– • Configure the requirements necessary to integrate ECE with the Single Pane of Glass used with PCCE
– • Configure the requirements necessary to integrate ECE with email services
– • Add the ECE Agent gadget to the Cisco Finesse Desktop layout
– • Describe the installation requirements for a high-availability deployment of ECE
– • Describe a basic email and chat call flow through the ECE/PCCE environment
– • Understand the general operational requirements for adding CCE Agent, skill, and scripting objects and importing them into CCE
– • Navigate the administrative tabs in both the Business Partition and Department view of the Single Pane of Glass
– • Add and import objects into the ECE
– • Describe the configuration options found in the Email and Chat Queue
– • Describe the configuration and verification of chat functionality in a CCE ECE environment
– • Configure and verify ECE settings
– • Configure an entry point for a chat queue and introduce template sets
– • Customize the chat experience
– • Define and verify the configuration requirements to deploy callback and delayed callback
– • Describe the benefits of implementing Agent Single Sign-on in the ECE/CCE environment
– • Configure the requirements necessary to implement Agent Single Sign-on in the ECE/CCE environment