Instructor-led training

DUCCE 10.0: Deploying Unified Contact Center Enterprise Training in Hannover, Germany

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What you'll learn

Deploying Cisco Unified Contact Center Enterprise (DUCCE)Ã¥Ã?is a 5-day instructor-led course intended for system engineers and customers who will be involved with day-to-day maintenance and Ã¥Ã? 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.

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

Training locations

DUCCE 10.0: Deploying Unified Contact Center Enterprise training across the U.S. and beyond.

We provide DUCCE 10.0: Deploying Unified Contact Center Enterprise training onsite and live online for organizations throughout the United States and internationally.

View all DUCCE 10.0: Deploying Unified Contact Center Enterprise training locations

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