DUCCE 10.0: Deploying Unified Contact Center Enterprise Training

Answers to Popular Questions:

 
Yes, this class can be tailored to meet your specific training needs.
Yes, we provide Cisco consulting services.
Yes, group discounts are provided.

Course Description

 
Deploying Cisco Unified Contact Center Enterprise (DUCCE)å�is a 5-day instructor-led course intended for system engineers and customers who will be involved with day-to-day maintenance and å� installation of the Cisco Unified Contact Center Enterprise v10.0 (CCE) product deployed in a CVP comprehensive environment. This course gives the learner an understanding of the Unified CCE v10.0 deployment capabilities, processes, fault tolerance, installation, and troubleshooting tools for inbound and outbound Contact Center functionality. This will be accomplished by installing and configuring the Unified CCE v10.0 software and introducing Unified CCE v10.0 troubleshooting tools.
Course Length: 5 Days
Course Tuition: $3490 (US)

Prerequisites

The knowledge and skills that a learner should 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

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

Course Directory [training on all levels]

Upcoming Classes