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DUCCE - Deploying Unified Contact Center Enterprise v10.0 (DUCCE)

  • Overview
  • Who Should Attend
  • Certifications
  • Prerequisites
  • Objectives
  • Content
  • Schedule
Course Overview

Duration: 5 days

In this course, you will learn how to deploy the Unified CCE v10.0 solution including installation, deploying HA, and using troubleshooting tools to identify issues with inbound and outbound Contact Center functionality. This course is intended for those installing the Unified CCE solution, or those providing Level 3 solution support. You will learn enough about CCE scripting in this course to ensure system functionality only. Additional CCE scripting information and lab exercises are provided in AUCCE1 and AUCCE2.

Who Should Attend

  • Cisco Unified Communications system channel partners and resellers

  • System engineers

  • Customers deploying and maintaining Cisco Unified Contact Center Enterprise products

Course Certifications

This course is part of the following Certifications:

Prerequisites

Working knowledge of

  • Basic networking and components (router, switch, NIC)
  • Microsoft Windows Server deployed within an Active Directory environment
  • A Windows computer including a mouse and the simultaneous use of the Alt-Tab keys

For additional depth in UCCE product knowledge, we recommend that you attend AUCCE1 prior to attending DUCCE

Course Objectives

  • Identify the basic components and operations of the Unified CCE solution

  • Use the available UCCE tools to complete a basic UCCE system installation

  • Discuss the installation and configuration steps required to support agent functionality in a UCCE deployment

  • Install a basic CCE VXML solution

  • Install, configure, and run a CCE Outbound Option Campaign

  • Describe how to support CCE

Course Content

1. Course Introduction

  • Overview

  • Learner Prerequisite Skills and Knowledge

  • Course Goal and Objectives

  • Course Flow

  • Additional References

  • Your Training Curriculum

2. Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE

  • Unified CCE Architecture and Components

  • UCCE Terms, Routing, and Additional Components

  • Accessing UCCE Tools

3. Preparing UCCE for Basic IVR Scripting

  • UCCE Protocols and Call Flows

  • Using Domain Manager

  • Introducing the Unified CCE Main Installer

  • Central Controller Installation

  • Installing Admin Data Servers and Clients

  • Configuring ICM for CVP

  • Configuring CVP for UCCE

  • UCCE Voice Gateway Internetworking Considerations

  • Basic IVR Scripting with Microapps

4. Preparing UCCE for Basic Agent Functionality

  • Configure UCM to Support UCCE

  • Installing UCCE CTI Software

  • UCCE Configuration and Scripting for Additional Agent and IVR Functionality

  • Enabling Transfers and RONA

5. Installing and Configuring CCE VXML Solution

  • Basic VXML Functionality

  • Installing and Configuring VXML Solution

  • Exploring Courtesy Callback

6. Installing CCE Outbound Option

  • Introduction to Outbound Option

  • Outbound Option Installation and Configuration

  • Configuring Outbound Option for Agent and IVR Campaigns

7. Supporting CCE

  • ICM Processes

  • Diagnostic Framework Suite

  • UCCE Support

  • Service Assurance

Course ID: DUCCE

5 Days Course
SGD 5950.00
 
Singapore
5 Days Course
USD 3,500.00
or 35 CLC
India (USD)

Show Schedule for 1 Month  3 Months  All 
Date Country Location Register
15 May 2017 - 19 May 2017 Singapore Singapore
12 Jun 2017 - 16 Jun 2017 Singapore Singapore
12 Jun 2017 - 16 Jun 2017 Singapore Singapore
24 Apr 2017 - 28 Apr 2017 India (USD) Bangalore/Chennai
29 May 2017 - 02 Jun 2017 India (USD) Bangalore/Chennai
12 Jun 2017 - 16 Jun 2017 India (USD) Bangalore/Chennai