Cisco Voice Fundamentals for Contact Centers
Voice Foundations for Cisco Collaboration (VFCC) is designed for engineers or administrators who are: new to voice but experienced with data or; experienced in voice but new to Cisco Voice and; need a fundamental knowledge of Cisco Voice architecture solutions used in typical Voice Collaboration environments. In other words, if you only have 1 week of training to get up to speed on Voice Gateways and Cisco Unified Communications Manager, this class is for you – read on!
VFCC combines elements from standard Cisco courses including CVOICE, CIPT, ICOMM and an introduction to Contact Center courses. The focus of this particular course is implementation of the Dial Plan across the Voice Gateway and CUCM environment. Heavy emphasis will be placed on Call Routing within the UC environment. Little time will be spent on Features of the telephony environment (for these topics consider attending CIPT1, CIPT2 or ACUCM). As an example, discussion and implementation of Gatekeepers and SIP Proxy servers are a part of VFCC, changing speed dials for your users is not (we’ll assume you can figure that out on your own). This course is a lab intensive course with lots of hands-on time spent working on the equipment; our goal is to make you a better administrator by making you a better engineer. Other courses are available from SLI that focus on more basic Administrative features and functions.
- Upon completing this course, the learner will be able to meet these overall objectives:
- Effectively configure and utilize Unified CM Device Pools and all the accouterments which accompany them.
- Configure inbound/outbound Trunk functionality on Voice Gateway.
- Configure VoIP functionality on Ingress/Egress Gateways including SIP, H.323 and MGCP.
- Describe which Call Control Protocols are suitable for a given deployment and benefits of each.
- Configure basic SIP Proxy and/or Gatekeeper functionality.
- Configure corresponding Trunk type(s) in Unified CM including SIP, H.323 and MGCP.
- Configure digit manipulation on Voice Gateways and Unified CM.
- Implement telephony class-of-service using Calling Search Spaces and Partitions.
- Implement Media Resources (MOH, XCODE) and deploy using MRG’s and MRGL’s.
- Integrate Unified CM with LDAP.
This course is intended for anyone supporting the dial-plan across any of the basic telephony components of the Cisco Contact Center (Express or Enterprise) environments including Voice Gateways, SIP Proxy, Gatekeeper and Unified Communications Manager. It is intended for engineers who are:
- New to Voice, but not new to Data or
- Not new to Voice, but new to Cisco Voice
- Need a fundamental knowledge of basic Cisco Voice architecture solutions used in a Unified Communications environment, including anyone who will be working with Contact Center Express or Enterprise
- To fully benefit from this course, students should have the following prerequisite skills and knowledge:
- Working data and/or voice background. In this course, the assumption is that you have experience in either the data world or the telephony world, and are now being asked to gain knowledge on Cisco Unified Communications, which combines both worlds.
- Working knowledge of basic Call Center functionality.
- ICND is a highly recommended prerequisite for this course if you are new to the data world.
- Module 1: Basic Telephony Overview
- Module 2: Unified Communications Manager (Unified CM)
- Module 3: On-Net Calling
- Module 4: Off-Network (PSTN) Calling
- Module 5: Advanced Dial Plan Considerations
- Module 6: CTI Deployment Considerations