Deploying Cisco Unified Contact Center Enterprise (DUCCE)

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is an instructor-led course presented by training partners to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product. This course will give you an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and performing basic troubleshooting. We will accomplish this by installing the Unified CCE software and introducing Unified CCE troubleshooting tools.

Course Objectives:


  • Demonstrate an overall understanding of the Cisco Unified CCE system, processes, and its environment

  • Install and configure a Cisco Unified CCE system

  • Create routing options using an external SQL database and an Application Gateway

  • Install and configure Cisco Outbound Option

  • Install and utilize Cisco Support Tools, Cisco Analysis Manager, and Cisco Unified Intelligence Center


Course Outline

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
Lesson 1: Introducing UCCE
Lesson 2: Unified CCE Architecture and Components
Lesson 3: UCCE Terms, Routing and Additional Components
Lesson 4: Accessing UCCE Tools

Module 2: Preparing UCCE for Basic IVR Scripting
Lesson 1: UCCE Call Flows and Protocols
Lesson 2: Using Domain Manager
Lesson 3: Introducing the Unified CCE Main Installer
Lesson 4: Central Controller Installation
Lesson 5: Installing Admin Data Servers and Clients
Lesson 6: Configuring ICM for CVP
Lesson 7: Configuring CVP for UCCE
Lesson 8: UCCE Voice Gateway Internetworking Considerations
Lesson 9: Basic IVR Scripting with Microapps

Module 3: Preparing UCCE for Basic Agent Functionality
Lesson 1: Configure UCM to Support UCCE
Lesson 2: Installing UCCE CTI Software
Lesson 3: UCCE Configuration and Scripting for Additional Agent and IVR Functionality
Lesson 4: Enabling Transfers and RONA

Module 4: Installing CCE VXML Solution
Lesson 1: Basic VXML Functionality
Lesson 2: Installing and Configuring VXML Solution
Lesson 3: Exploring Courtesy Callback

Module 5: Installing CCE Outbound
Lesson 1: Introduction to Outbound Option
Lesson 2: Outbound Option Installation and Configuration
Lesson 3: Configuring Outbound Option for Agent and IVR Campaigns

Module 6: Supporting CCE
Lesson 1: ICM Processes
Lesson 2: Diagnostic Framework Suite
Lesson 3: UCCE Support
Lesson 4: Service Assurance

Lab Outline

Lab 1-1: Check out the 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

The primary audience for this course is as follows:
Cisco Unified Communications system channel partners and resellers
System engineers

The secondary audience for this course is as follows:
Customers deploying and maintaining Cisco Unified Contact Center Enterprise products

Available Course Dates

09/18/2017 10:00 am - 09/22/2017 6:00 pm
10/30/2017 10:00 am - 11/03/2017 6:00 pm
12/18/2017 10:00 am - 12/22/2017 6:00 pm
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