DUCCE - Deploying Unified Contact Center Enterprise v10.0

Code: 233

5 days

List Tuition : $3,795.00 USD

Course Overview

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In this course, you will learn how 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. You will learn enough about CCE scripting in this course to ensure system functionality only. Additional CCE scripting information and lab exercises are provided in AUCCE1 and AUCCE2.

  • Cisco Unified Communications system channel partners and resellers
  • System engineers
  • Customers deploying and maintaining Cisco Unified Contact Center Enterprise products
  • 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

1. Course Introduction

  • Overview
  • Learner Prerequisite Skills and Knowledge
  • Course Goal and Objectives
  • Course Flow
  • Additional References
  • Your Training Curriculum

2. Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE
  • Unified CCE Architecture and Components
  • UCCE Terms, Routing, and Additional Components
  • Accessing UCCE Tools

3. Preparing UCCE for Basic IVR Scripting

  • UCCE Protocols and Call Flows
  • Using Domain Manager
  • Introducing the Unified CCE Main Installer
  • Central Controller Installation
  • Installing Admin Data Servers and Clients
  • Configuring ICM for CVP
  • Configuring CVP for UCCE
  • UCCE Voice Gateway Internetworking Considerations
  • Basic IVR Scripting with Microapps

4. Preparing UCCE for Basic Agent Functionality

  • Configure UCM to Support UCCE
  • Installing UCCE CTI Software
  • UCCE Configuration and Scripting for Additional Agent and IVR Functionality
  • Enabling Transfers and RONA

5. Installing and Configuring CCE VXML Solution

  • Basic VXML Functionality
  • Installing and Configuring VXML Solution
  • Exploring Courtesy Callback

6. Installing CCE Outbound Option

  • Introduction to Outbound Option
  • Outbound Option Installation and Configuration
  • Configuring Outbound Option for Agent and IVR Campaigns

7. Supporting CCE

  • ICM Processes
  • Diagnostic Framework Suite
  • UCCE Support
  • Service Assurance
  • Working knowledge of
    • Basic networking and components (router, switch, NIC)
    • Microsoft Windows Server deployed within an Active Directory environment
    • A Windows computer including a mouse and the simultaneous use of the

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