Vendor: Cisco
Mode: Classroom or Virtual Classroom with Instructor
Level: Professional
Exam: CCEIT 500-444
Exam at your place: yes, ask for a quote
Duration: 2 days
Language: German, French, Italian, English

SKU: CCET-ILT Categories: , ,

Course Price

CHF 1'600.00

(excl. VAT)

Discount available for multiple students and dedicated classes.

Course Schedule
Ask for more dates, other languages or a different delivery mode as needed and we will do our best to meet your needs.
LanguageModeStart Date
GermanVirtual Class or ClassroomOn request
FrenchVirtual Class or ClassroomOn request
ItalianVirtual Class or ClassroomOn request
EnglishVirtual Class or ClassroomOn request

What you’ll learn

The Troubleshooting Cisco Contact Center Enterprise (CCET) course concentrates on providing Day 2 support for a Packaged Contact Center Enterprise (PCCE) deployment, specifically by Tier 3 support personnel. Cisco® PCCE offers an enterprise-class contact center through a prepackaged deployment model, simplifying the deployment, operation, and maintenance processes. The course is designed to equip participants with the skills to identify processes and tools used for diagnosing common deployment issues. This knowledge enables support personnel to choose optimal methods for resolving these issues efficiently.

Who should enroll

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

Technology areas

  • Collaboration

Training overview


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


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

Recommended Cisco offerings that may help you meet these prerequisites:


  • 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 outline

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

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