DEPLOYING CISCO UNIFIED CONTACT CENTER ENTERPRISE (DUCCE)

Course Overview

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

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
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Course Prequisites

Target 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

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

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