DUNS #: 07-985-4198 | Cage Code: 7F5V0 | NAICS Codes: 611310, 611420

Deploying Unified Contact Center Enterprise

5 Days

Price: $3995

Course Schedule

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 using IP IVR as an IVR/VRU solution. 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.

This course is based on CCE version 8.X software, and (together with AUCCE) replaces the previously known IPCCE, UCCE/ICM with IP IVR, ICM PT1, ICM PT2 and ICM Bootcamp courses.  Even if you run a version of CCE prior to 8.X, you will benefit from this course and its content.

If IP IVR doesn’t sound familiar to you, but CVP does, check out our CVP version of this course – DBUCCE.  AUCCE and DUCCE are IP IVR based courses.  ACCE and DBUCCE are CVP based courses.


Objectives

After completing this course, students will be able to…

  • 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

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

Prerequisites

To fully benefit from this course, students should have the following prerequisite skills and knowledge:

  • Attended Cisco Unified Contact Center Enterprise Administration (AUCCE) course
  • Have a strong knowledge of Microsoft Windows Server 2003 and Active Directory

Outline

Module 1: Cisco Unified Contact Center Enterprise Overview

Lesson 1: Presenting Cisco Unified Contact Center Enterprise

  • About Cisco Unified CCE
  • Benefits of Cisco Unified CCE
  •  Cisco Unified CCE Options

Lesson 2: Cisco Unified Contact Center Enterprise Deployment Models

  • Deployment Models
  • Cisco Unified CCE Networks
  • Cisco Unified CCE QoS
  • Cisco Unified CCE Hardware and Software Compatibility
  • Introduction to PPDIOO

Module 2: Cisco Unified Contact Center Enterprise Component Architecture

Lesson 1: Understanding Cisco Unified Contact Center Enterprise Processes

  • Simple Startup
  • Simple Preroute Call Flow
  • ICM Processes
  • Simplex Central Controller Startup
  • Simplex Peripheral Gateway Startup
  • Administration & Data Server Startup
  • Configuration Change Sequence

Lesson 2: Understanding Cisco Unified Contact Center Enterprise Fault Tolerance

  • Fault Tolerance Goals
  • ICM Fault Tolerance Methods
  • Central Controller Initialization
  • Enabled Synchronizer Messaging
  • Disabled Synchronizer Messaging
  • Route Request Messaging
  • Loss of Private Network
  • Peripheral Gateway Communications
  • Central Controller Node Failure Scenarios

Module 3: Installing Cisco Unified Contact Center Enterprise

Lesson 1: Introduction

  • System Peripheral Gateway Deployments
  • Call Flows
  • Parent-Child Call Flow Summaries

Lesson 2: Integrating Cisco Unified Communications Manager

  • What Is Cisco Unified Communications Manager?
  • Terms Used in Cisco Unified Communications Manager
  • Configuring Basic Objects in Cisco Unified Communications Manager

Lesson 3: Integrating Cisco Unified IP IVR

  • What Is Cisco Unified IP IVR?
  • Cisco Unified CCX Script Editor
  • Prompt and Script Management
  • Configuring Basic Objects in Cisco Unified IP IVR
  • Call Flows

Lesson 4: Installing the Cisco Unified CCE Main Installer

  • Domain Models
  • Main Installer Installation
  • Domain Manager
  • ICM Instance

Lesson 5: Installing the Central Controller

  • Installing Router A
  • ICMDBA Tool
  • Installing Logger A
  • Administration & Data Servers

Lesson 6: Installing the Peripheral Gateway

  • Peripheral Gateway Configuration
  •  Peripheral Gateway Setup

Lesson 7: Agent Desktop Options

  • Cisco CTI Server
  • Cisco CTI OS Toolkit
  • Cisco Agent Desktop
  • CRM Connectors

Lesson 8: Installing CTI Services

  • CTI Server Setup
  • CTI OS Server Setup
  • CTI OS Client Installation

Lesson 9: Completing the Configuration

  • ACD Configurations
  • Translation Route Configuration
  • Basic ICM Script

Module 4: Database and Application Driven Routing Options

Lesson 1: External Database Routing

  • Creating a Database
  • ICM Configuration
  • ICM Script

Lesson 2: Application Gateway

  • Application Gateway Overview
  • Cisco Unified IP IVR Script
  • ICM Configuration

Module 5: Installing Cisco Outbound Option

Lesson 1: Cisco Outbound Option Overview

  • Cisco Outbound Option Basics
  • Cisco Outbound Dialer Call Flows

Lesson 2: Cisco Outbound Option Installation

  • Configuration and Installation Summary
  • Configuration and Installation
  • Campaign Configurations

Module 6: Reporting and Maintenance Tools

Lesson 1: Cisco Unified Intelligence Center Overview

  • Benefits and Features
  • Deployment Models and Licensing
  • Administration

Lesson 2: Cisco Support Tools

  • Cisco Support Tools Overview
  • Support Tools Utilities
  • Cisco Common Tools Examples
  • Support Tools Server Installation
  • Support Tools Node Installation
  • Using Support Tools
  • Working with Log Files

Lesson 3: Cisco Unified Analysis Manager

  • Cisco Unified Analysis Manager Overview
  • Inventory
  • Tools
  • Administration