Deployment engineer
Sales engineer

After taking this course, you should be able to:

Describe the components, protocols, and call flow of Cisco Packaged Contact Center Enterprise (PCCE) by referencing the discovery platform to prepare for further scripting and configuration activities.
Run the CCE Bulk Import utility using the CCE Web Administration tool to develop a base line CCE configuration.
Configure an advanced VoiceXML (VXML) application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools; present call data collected from the caller to the Agent desktop.
Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to the Contact Center using CUCM and CCE configuration tools. This functionality enables CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports). This functionality can also enable non-Contact Center calls and calls handled by Agents, whether existing or new.
Access and deploy custom gadgets to the Finesse desktop using the CCE Web Administration tool to further enhance functionality of the Finesse Agent Desktop.
Successfully deploy Mobile Agent in a CCE Environment.
Successfully deploy Post Call Survey in a CCE Environment.

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

Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required
Working knowledge of Unified Communications Manager and voice gateways
Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation
Recommended Cisco offerings that may help you meet these prerequisites:

Administering Cisco Contact Center Enterprise (CCEA)
Understanding Cisco Contact Center Enterprise Foundations (CCEF)
Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
Understanding Cisco Collaboration Foundations (CLFNDU)

Outline
PCCE Review
 Review PCCE Architecture and Components
 Review PCCE Protocols
Introducing Bulk Import Tools
 Use the PCCE Bulk Import Tool
 Use Bulk Import Templates
Configuring Advanced Scripting and CCE Data Exchange
 Design for Advanced Scripting
 CCE Data Exchange
Cisco Unified Communications Manager Initiated Call Flows
 Understand Transfer Types and Cisco Unified Custom Voice Portal (CVP)  Call Flow Models
 Describe Subsequent Transfers
Using Gadgets to Customize the Finesse Desktop
 Obtain Finesse Custom Gadgets
 Deploy Finesse Custom Gadgets
Implementing Mobile Agent
 Examine Mobile Agent Functionality
 Identify Mobile Agent Architecture and Components
Implementing Post Call Survey
 Examine Post Call Survey Functionality
 Configure Post Call Survey

Lab practice
Review Discovery
Navigate CCE Discovery Architecture and Components
Import Bulk Data
Create a VXML Application Using Call Studio
Configure Precision Queues
Create a CCE Routing Script
Customize the Finesse Desktop
Test Your Call Flow
Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
Deploy Cisco Finesse Gadgets
Implement Mobile Agent