Troubleshooting Cisco Contact Center Enterprise v1.0

The Troubleshooting Cisco Contact Center Enterprise (CCET) course is focused on Day 2 support of a Packaged Contact Center Enterprise (PCCE) deployment by Tier 3 support personnel. Cisco® PCCE provides an enterprise-class contact center in a prepackaged deployment model that offers simplified deployment, operation, and maintenance. You will learn to identify the processes and tools used to diagnose common deployment issues so that support personnel can select optimal methods to resolve those issues. 

This class will help you:

• Learn the troubleshooting techniques to maximize the benefits the prepackaged deployment model PCCE
• Anticipate and rectify possible deployment issues by learning the tools and processes that provide solutions for deployment issues

Attendees should meet the following prerequisites:

• Strong knowledge of computer networking components: Windows A/D, SQL Server, and components (servers, routers, switches)
• Strong understanding of IP networks
• Advanced experience administering of Cisco Packaged Contact Center Enterprise
• Experience deploying Cisco Packaged Contact Center Enterprise
• Experience administering and troubleshooting Cisco Unified Communications Manager and Voice Gateways

Recommended prerequisites:

CCNA - Implementing and Administering Cisco Solutions

CLFNDU - Understanding Cisco Collaboration Foundations

CLCOR - Implementing and Operating Cisco Collaboration Core Technologies

CCEF - Understanding Cisco Contact Center Enterprise Foundations

CCEA - Administering Cisco Contact Center Enterprise

CCEI - Implementing Cisco Contact Center Enterprise

CCEAA - Administering Advanced Cisco Contact Center Enterprise

After completing this course you should be able to:

• Describe CCE flows and processes required to support and troubleshoot the PCCE deployment
• Introduce the many diagnostic tools available to the engineer responsible for troubleshooting a PCCE environment
• Apply troubleshooting tools and techniques to address issues with CCE Certificates, Cisco Finesse, and PCCE Deployment

CCE Flows and Process Review

Troubleshooting and Support Methodology

PCCE Components

PCCE Call Flow Review

CCE Diagnostic Tools

Diagnostic Framework Suite

Run Analysis Manager

Run Unified System Command-Line Interface (CLI)

Troubleshooting CCE

Troubleshooting Certificates

Troubleshooting Cisco Finesse

Troubleshooting a PCCE Deployment

Lab Exercises

• Configure Access to Discovery Environment
• Explore CCE Components
• Explore Diagnostic Framework Suite
• Analyze Peripheral Gateway (PG) Logs
• Navigate Certificate Store
• View Cisco Finesse Logs