Lesson 2: Implementing Cisco Contact Center Enterprise Chat and Email – Configuration, Features, Messaging, and Contact Center Workflows

This lesson provides guided coverage of configuration, features, messaging, and contact center workflows within the Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) v1.0 Training.

Topics Covered

• Endpoint, user, line, device pool, route, trunk, gateway, and feature configuration
• SIP integration, CUBE, PSTN, cloud calling, meetings, messaging, and hybrid services
• Contact center agents, teams, queues, routing, scripts, email, chat, and reporting
• Conferencing, mobility, voicemail, presence, and collaboration applications
• QoS, media resources, call admission, bandwidth, and service availability
• Configuration testing, call validation, and change control
• Collaboration service implementation exercise

Practical Outcome

Learners complete the lesson with a clear understanding of the workflow, the ability to validate the expected result, and a structured approach to common troubleshooting tasks.