500-445 Exam Dumps : Implementing Cisco Contact Center Enterprise Chat and Email (CCECE)

References: [1]   [2]   [3]   [4]   [5] 

Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels.

To use the ECE_Email and ECE_Chat media classes, configuration is required.

D. ECE_Email: ECE_Email media class is used to configure the email channel, this includes settings such as email address, email server, and other email-related configurations. This media class is used to route incoming email to the appropriate agent or department.

E. ECE_Chat: ECE_Chat media class is used to configure the chat channel, this includes settings such as chat server, chat client, and other chat-related configurations. This media class is used to route incoming chats to the appropriate agent or department.

References:

• Cisco: Cisco Enterprise Chat and Email
• Cisco: Cisco Enterprise Chat and Email Media Class Configuration
• Cisco: Cisco Enterprise Chat and Email Media Class Configuration Guide

In order to implement Agent Single Sign-on in the ECE/CCE environment, the SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations. Additionally, ECE should be integrated with PCCE and the SPOG, and SS0 for CCE needs to be configured before agent SSO for ECE will work.

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An MRD (multi-resource device) is a collection of skills, services, and route points that is associated with a common communication medium. Skill groups are used to define the skills and services that the agent needs to handle incoming calls, while route points are used to route calls to the agents.