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DUCCE - Deploying Cisco Unified Contact Center Enterprise v2.0

Overview

Duration: 5 days

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course presented by training partners. The course allows learners 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. This course also serves as a foundation for the two corresponding UCCE Administration courses, but is not a prerequisite. Students will learn enough about CCE scripting in this course to ensure system functionality only. A separate course exists for advanced scripting.

Objectives

Upon completion of this course, you will be able to:

These are the ones listed in the Objectives Table I put together:
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.

Content

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

Audience

N/A

Prerequisites

The knowledge and skills that a learner must have before attending this course are as follows:

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

Certification

This course is part of the following Certifications:

Voice / UC
Cisco Unified Contact Center Enterprise Specialist

Schedule

Show Schedule for: