Discover Classes. Earn Rewards.

Troubleshooting Cisco Contact Center Enterprise (CCET) is unfortunately unavailable

Thankfully we have 371 other Tech Classes for you to choose from. Check our top choices below or see all classes for more options.

Graphic Design Certificate

Noble Desktop @ 185 Madison Ave, New York, NY & Virtually Online

Learn the Adobe Creative Cloud apps used by professionals and master graphic design concepts to create stunning modern designs and build an impressive portfolio that showcases your skills to prospective clients or employers.

(372) All levels 18 and older
$2,995

14 sessions

Gift it!

Adobe InDesign Bootcamp

Noble Desktop @ 185 Madison Ave, New York, NY & Virtually Online

Master the art of page layout and design with Adobe InDesign at Noble Desktop. Create stunning books, magazines, and advertisements while learning essential techniques for professional typesetting. Elevate your design skills and unleash your creativity with this comprehensive InDesign course.

(372) All levels 18 and older
$975

3 sessions

Gift it!

Adobe Photoshop Bootcamp

Noble Desktop @ 185 Madison Ave, New York, NY & Virtually Online

Enhance your photos and create stunning graphics with this comprehensive Photoshop course. From removing unwanted elements to making precise selections, you'll master essential techniques to transform your images. Unleash your creativity and learn from industry experts at Noble Desktop.

(372) All levels 18 and older
$975

3 sessions

Gift it!

Excel Specialist Certification Program

NYIM Training @ 185 Madison Ave, New York, NY & Virtually Online

Enhance your Excel skills and become a certified specialist through NYIM Training's comprehensive program, offering hands-on training, private sessions, and an exam with a free retake.

(742) All levels 18 and older
$899

3 sessions

Gift it!

Python for Data Science Bootcamp

Noble Desktop @ 185 Madison Ave, New York, NY & Virtually Online

Uncover the power of Python for analyzing real-world data sets in this hands-on course at Noble Desktop. Explore Python fundamentals and learn how to create programs, work with data, visualize insights, and develop machine learning models. Elevate your data science skills with the Python for Data Science Bootcamp.

(372) All levels 18 and older
$1,495

5 sessions

Gift it!
See all Tech classes NYC

Troubleshooting Cisco Contact Center Enterprise (CCET)

  • All levels
  • 18 and older
  • $1,795
  • Live Instructor-led Virtual Classroom
  • 16 hours over 2 sessions

Start Dates (0)

  • $1,795
  • Live Instructor-led Virtual Classroom
  • 16 hours over 2 sessions
Showing 10 of 0

Class Description

Description

What you'll learn in this cisco training:

This Troubleshooting Cisco Contact Center Enterprise course is focused on Day 2 support of a PCCE deployment by Tier 3 support personnel. The course identifies processes and tools used to identify and diagnose common deployment issues so that support personnel can then select optimal methods to resolve those issues.

Prerequisites:

The knowledge and skills that students are expected to have before attending this course are:

  • Strong knowledge of computer networking components – Windows A/D, SQL Server, and components (servers, routers, switch)
  • 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 Unified Communications Manager and Voice Gateways
  • Here are recommended Cisco learning offerings that may help students meet these prerequisites: See detailed names in Curriculum and Target Audiences

Cisco CCNA
Cisco CLFNDU
Cisco CLCOR
Cisco CCEF
Cisco CCEA
Cisco CCEAA
Cisco CCEI


Target Audience:

  • Deployment Engineer
  • Sales Engineer
  • Deployment Project Manager
  • Account Manager

Course Objectives:

To provide Tier 3 support personnel with the tools and processes required to expediently identify and resolve common issues during ongoing Day 2 operations of a successfully deployed PCCE 12.5 solution.

Course Outline:

Section 1

CCE Flows and Process Review

  • Describe CCE flows and processes required to support and troubleshoot the PCCE deployment.
Troubleshooting and Support Methodology

  • Review concepts for a Troubleshooting Methodology and how to apply these methods in a sample scenario.
PCCE Component Review

  • Review the components involved in PCCE Deployment and the function of each.
PCCE Call Flow Review

  • Review the Call Flow process to discuss the messages and protocols required to support a PCCE Deployment.
PCCE Processes

  • Describe the processes required by various CCE Services and how they support the application.
Discovery 01-1

  • Configure Access to Discovery Environment
  • Setup the Discovery environment.
Discovery 01-2

  • Explore CCE Components
  • Explore the Inventory of a PCCE Deployment, confirm the AW Sync Status of the deployment, and access the Diagnostic Framework Portico.


Section 2

CCE Diagnostic tools

  • Introduce the many diagnostic tools available to the engineer responsible for troubleshooting a PCCE environment.
Diagnostic Framework Suite

  • Introduce the basics of the Diagnostic Framework Suite and its role in CCE troubleshooting.
Run Analysis Manager

  • Use the Analysis Manager tool to run a selection of CCE logs.
Run Unified System CLI

  • Use the System CLI to run a selection of CCE logs.
Run Diagnostic Framework Portico

  • Use the Diagnostic Framework Portico to run a selection of CCE logs.
Run Single Pane of Glass (SPOG)

  • Use the SPOG interface to run a selection of CCE logs.
ICM Command Line Tools

  • Examine ICM Command Line tools and their use in troubleshooting in a CCE environment.

Discovery 2-1

Explore Diagnostic Framework Suite 

  • Explore diagnostic tools used to access data logs across the platform.
Discovery 2-2

Analyze PG Logs 

  • Examine the tools that are used to analyze peripheral gateway / agent transactions.


Section 3

Troubleshooting CCE

  • Apply troubleshooting tools and techniques to address issues with CCE Certificates, Cisco Finesse, and PCCE Deployment.
Troubleshoot Certificates

  • Examine concepts regarding security certificates and discuss the tools and utilities used to ensure their efficacy.
Troubleshoot Cisco Finesse

  • Define the protocols, tools, and procedures used to troubleshoot the Cisco Finesse client/server environment.
Troubleshoot a PCCE Deployment

  • Examine troubleshooting scenarios and solutions witnessed in building the PCCE lab-only deployment model used for this course.

Discovery 3-1

Navigate Certificate Store

  • Navigate the various certificate stores found in the PCCE environment, across multiple server types and Operating Systems.

Discovery 3-2

View Cisco Finesse Logs 

  • Enable Cisco Finesse client/server logging and view the contents of the logged information.

School Notes:
Important:
All Sunset Learning Institute classes are taught in an instructor-led, live virtual environment. This price includes a facility fee of $300 (except Reston,VA or Denver, CO) to allow you to take it in a classroom-type environment. If you prefer to take the class from home, the $300 fee will be waived and refunded.

Refund Policy

Cancellation Policy

  • For cancellation notice received more than 16 business days prior to the class date, students may receive either a full refund less 5% cancellation fee or reschedule into another class date.
  • For cancellation notice less than 16 business days prior to the class start date, students will receive a voucher in the amount of the paid tuition to use for the same course up to a six months time frame and will be automatically put onto the wait list of the course of their choice and granted final admission five business days prior to class start day based on enrollment levels.
  • Student substitutions may be made at any time prior to the class start date. The school recommends that students substitutions instead of cancellation.
  • Failure to attend without written notice prior to the class start date will be considered a no show and will result in forfeiture of the full course price.
The school reserves the right to reschedule a course at any time.

Reschedule Policy

  • If a student chooses to reschedule their enrollment more than 29 business days prior to the start of class, we will do so with no penalty.
  • If a student chooses to reschedule less than 29 business days prior to the training start date they will be subject to a reschedule fee. The fee will depend on the class and the timing.

Reviews of Classes at Sunset Learning Institute (4)

Similar Classes

Benefits of Booking Through CourseHorse

  • Booking is safe. When you book with us your details are protected by a secure connection.
  • Lowest price guaranteed. Classes on CourseHorse are never marked up.
  • This class will earn you 17950 points. Points give you money off your next class!

Questions & Answers (0)

Get quick answers from CourseHorse and past students.

Sunset Learning Institute

Sunset Learning Institute exists to provide world-class IT training by delivering exceptional experiences to our customers. Our goal is to help clients optimize their Cisco hardware investment through a consultative approach that allows us to deliver the highest quality advanced training in the marketplace,...

Read more about Sunset Learning Institute

CourseHorse Approved

This school has been carefully vetted by CourseHorse and is a verified NYC educator.

Sunset Learning Institute

Give This Course as a Gift Card

  • Thousands of classes
  • No expiration
  • Unique and memorable gifts for any occasion
  • Personalized
  • Explore a passion, gain a new skill, discover a new hobby, engage in a memorable experience
  • Instant delivery
  • Lock in a price with the Inflation Buster Gift Card Price Adjuster™

Buy a Gift Card

Book this Class as a Group Event

Booking this class for a group? Find great private group events

Or see all Professional Group Events

Explore group events and team building activities ranging from cooking, art, escape rooms, trivia, and more.

CourseHorse Gift Cards

  • Creative & unique gift for any occasion
  • Thousands of classes & experiences
  • No expiration date
  • Instant e-delivery (or choose a date)
  • Add a personalized message
  • Lock in a price with the Inflation Buster Gift Card Price Adjuster™
Buy a Gift Card
gift card with the CourseHorse logo gift card with the CourseHorse logo
Loading...