Troubleshooting Cisco Contact Center Enterprise

The Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 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.

Days : 2
Price :




Who should attend

  • Account manager
  • Deployment engineer
  • Deployment project manager
  • Sales engineer


To fully benefit from this course, you should have the following knowledge:

  • 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 Cisco offerings that may help you meet these prerequisites:

Course Objectives

After taking 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

Outline: Troubleshooting Cisco Contact Center Enterprise (CCET)

CCE Flows and Process Review

  • Troubleshooting and Support Methodology
  • PCCE Component Review
  • PCCE Call Flow Review

CCE Diagnostic Tools

  • Diagnostic Framework Suite
  • Run Analysis Manager
  • Run Unified System Command-Line Interface (CLI)

Troubleshooting CCE

  • Troubleshoot Certificates
  • Troubleshoot Cisco Finesse
  • Troubleshoot a PCCE Deployment