Integrating Cisco Enterprise Chat & Email with UCCE

Session Detail:    Virtual 4 Day

Session Detail:

In this 4-day hands-on course students will discover how to deploy Cisco Enterprise Chat and Email into an existing Enterprise Contact Center environment. The course covers the details needed to prepare an both UCCE and ECE environments for the integration and configurations steps required to do the actual integration. Students will gain experience with the operations and administration tasks required for initial ECE deployment as well as ongoing system administration such as enabling SSO, importing objects, preparing queues and workflows, using the scripting tool, generating reports, enabling system logs for troubleshooting. Students will also see how to implement features that enhance ECE operations for Agents. This course also describes feature enhancements that will be available in ECE 12.0.


The prerequisites for this course are that the student has knowledge and experience deploying and administering and maintaining Cisco UCCE. If the student does not have this prerequisite background we recommend, at a minimum, attending the AUCCE1 course authored and delivered by Sunset Learning.

Session Outline

Class Outline

Module 1 – Deploying Cisco Enterprise Chat and Email

  • Lesson 1 – ECE Overview
  • Lesson 2 – Preparing CCE for ECE Integration
  • Lesson 3 – ECE Installation
  • Lesson 4 – ECE Integration with CCE
  • Lesson 5 – ECE Integration with Email Server
  • Lesson 6 – Enabling SSL Functionality for ECE
  • Lesson 7 – Integrating Finesse with ECE

Module 2 – Cisco ECE Operations & Administration

  • Lesson 1 – Partition Administration Deep-Dive
  • Lesson 2 – Adding & Importing UCCE Objects into ECE
  • Lesson 3 -ECE Queues and Workflows
  • Lesson 4 – Configuring Inbound Email
  • Lesson 5 – Configuring Outbound Email
  • Lesson 6 – Configuring ECE Chat
  • Lesson 7 – Reporting for ECE


  • Lab 1-1 Navigating ECE and CCE
  • Lab 1-2 Navigating ECE Email and Finesse Integration
  • Lab 2-1 Preparing CCE Basic Configuration
  • Lab 2-2 Working with ECE Imports
  • Lab 2-3 ECE Agent Login
  • Lab 2-4 Working with ECE Workflow Queues
  • Lab 2-5 Working with ECE Articles
  • Lab 2-6 Workflow Editor and Verifying Email Operation
  • Lab 2-7 Configure and Verify Chat in ECE

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Integrating Cisco Enterprise Chat & Email with UCCE

4 Day


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