Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
- Lesson 1-1: Introducing UCCE
- Lesson 1-2: Unified CCE Architecture and Components
- Lesson 1-3: UCCE Terms, Routing and Additional Components
- Lesson 1-4: Accessing UCCE Tools
Module 2: Preparing UCCE for Basic IVR Scripting
- Lesson 2-1: UCCE Protocols and Call Flows
- Lesson 2-2: Using Domain Manager
- Lesson 2-3: Introducing the Unified CCE Main Installer
- Lesson 2-4: Central Controller Installation
- Lesson 2-5: Installing Admin Data Servers and Clients
- Lesson 2-6: Configuring ICM for CVP
- Lesson 2-7: Configuring CVP for UCCE
- Lesson 2-8: UCCE Voice Gateway Internetworking Considerations
- Lesson 2-9: Basic IVR Scripting with Microapps
Module 3: Preparing UCCE for Basic Agent Functionality
- Lesson 3-1: Configure UCM to Support UCCE
- Lesson 3-2: Installing UCCE CTI Software
- Lesson 3-3: UCCE Configuration and Scripting for Additional Agent and IVR Functionality
- Lesson 3-4: Enabling Transfers and RONA
Module 4: Installing and Configuring CCE VXML Solution
- Lesson 4-1: Basic VXML Functionality
- Lesson 4-2: Installing and Configuring VXML Solution
- Lesson 4-3: Exploring Courtesy Callback
Module 5: Installing CCE Outbound Option
- Lesson 5-1: Introduction to Outbound Option
- Lesson 5-2: Outbound Option Installation and Configuration
- Lesson 5-3: Configuring Outbound Option for Agent and IVR Campaigns
Module 6: Supporting CCE
- Lesson 6-1: ICM Processes
- Lesson 6-2: Diagnostic Framework Suite
- Lesson 6-3: UCCE Support
- Lesson 6-4: Service Assurance
Lab Details:
- Lab 1-1: Overview of the UCCE Lab Environment
- Lab 1-2: Explore Voice Gateway
- Lab 1-3: Explore CVP and ICM Servers
- Lab 2-1: Install the ICM Main Installer
- Lab 2-2: Install ICM Central Controller and Admin Data Server/HDS
- Lab 2-3: Configure/Install PG for CVP and UCM
- Lab 2-4: Install, Configure and License CVP Components
- Lab 2-5: Configure IOS Voice Gateway for CVP
- Lab 2-6: Configure ICM for CVP Scripting
- Lab 2-7: Prepare a simple CVP Test Script
- Lab 2-8: Use ICM Tools to Observe Script Progress
- Lab 3-1: ICM Scripting with MicroApps
- Lab 3-2: Configure ICM for Basic Agent Functionality
- Lab 3-3: Install CTI Components
- Lab 3-4: CTI Route Point Initiated Calls
- Lab 3-5: Configure Calls Using SIP with Proxy
- Lab 4-1: Configure Courtesy Callback (CCB)
- Lab 5-1: Install and Configure Cisco Outbound Option – SIP
- Lab 6-1: Using Troubleshooting Tools
- Lab 6-2: Instructor Break/Fix Lab