Essential Skills Gained

Deploy Unified Contact Center Enterprise solutions meticulously in CVP environments.

Understand the architecture and components of Cisco Unified CCE for enhanced operations.

Implement effective troubleshooting strategies to ensure seamless contact center functionality.

Configure basic IVR scripting and agent functionality to optimize customer interactions.

Format

Instructor-led
5 days with lectures and hands-on labs.

Audience

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

Description

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course intended for system engineers and customers who will be involved with day-to-day maintenance and installation of the Cisco Unified Contact Center Enterprise (CCE) product deployed in a CVP comprehensive environment. This course gives the learner an understanding of the Unified CCE 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 software and introducing Unified CCE troubleshooting tools. DUCCE is intended for those installing the solution, or who may be responsible for Level 3 support of the solution. This course also serves as a good stepping-stone for AUCCE Part 1 and AUCCE Part 2, but is not a prerequisite. Students will learn enough about CCE scripting in this course to ensure system functionality only, not become scripting experts.

Upcoming Course Dates

No upcoming dates. Please check back later.

Course Outline

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Module 1: Cisco Unified Contact Center Enterprise Foundations

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

Module 2: Preparing UCCE for Basic IVR Scripting

UCCE Call Flows and Protocols
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

Module 3: 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

Module 4: Installing CCE VXML Solution

Basic VXML Functionality
Installing and Configuring VXML Solution
Exploring Courtesy Callback

Module 5: Installing CCE Outbound

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

Module 6: Supporting CCE

ICM Processes
Diagnostic Framework Suite
UCCE Support
Service Assurance

Lab Outline

Overview of UCCE Lab Environment
Explore Voice Gateway
Explore CVP and ICM Servers
Install the ICM Main Installer
Install ICM Central Controller and Admin Data Server/HDS
Configure/Install PG for CVP and UCM
Install, Configure and License CVP Components
Configure IOS Voice Gateway for CVP
Configure ICM for CVP Scripting
Prepare a Simple CVP Test Script
Use ICM Tools to Observe Script Progress
ICM Scripting with Microapps
Configure ICM for Basic Agent Functionality
Install CTI Components
CTI Route Point Initiated Calls
Configure Calls Using SIP with Proxy (Optional)
Configure Courtesy Callback (CCB)
Install and Configure Cisco Outbound Option – SIP
Using Troubleshooting Tools
Troubleshooting Lab

DUCCE - Deploying Unified Contact Center Enterprise (DUCCE)