Loading Classes
Deploying Unified Contact Center Enterprise with CVP (DUCCE)
New Age Technologies has been delivering Authorized Training since 1996. We offer Cisco’s full suite of authorized courses including Network Management, Unified Communications Manager, Contact Center Enterprise, Wireless, Implementing Cisco Secure Access Solutions, Storage Networking and more. If you have any questions or can’t seem to find the Cisco class that you are interested in, contact one of our Cisco Training Specialists. Invest in your future today with Cisco training from New Age Technologies.
✉ Cisco Training Specialist | ☏ 502.909.0819
Current Promotion
COURSE INFORMATION
Deploying Unified Contact Center Enterprise with CVP (DUCCE) Course Overview:
Deploying Cisco Unified Contact Center Enterprise (DUCCE) course is intended for system engineers and customers who will be involved with day-to-day maintenance and installation of the Cisco Unified Contact Center Enterprise v10.0 (CCE) product deployed in a CVP comprehensive environment. This course gives you 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.
This course also serves as a good stepping-stone for AUCCE Part 1 and AUCCE Part 2, but is not a prerequisite. You will learn enough about CCE scripting in this course to ensure system functionality only, not become scripting experts.
Who Should Attend:
- Cisco Unified Communications system channel partners and resellers
- Systems engineers
- Customers deploying and maintaining Cisco Unified Contact Center Enterprise products
Deploying Unified Contact Center Enterprise with CVP (DUCCE) Course Prerequisites:
Before attending this course, you must have the following:
- 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
Deploying Unified Contact Center Enterprise with CVP (DUCCE) Course Objectives:
After successfully completing this course, you will be able to:
- Demonstrate an overall understanding of the Cisco Unified CCE v10.x solution, processes, and its environment.
- Install and configure a Cisco Unified CCE v10.x solution as deployed with Unified CVP, including CTI functionality used with Unified Communications Manager.
- Install and configure Cisco Outbound Option using a SIP Dialer.
- Utilize the Legacy Command Line Utilities within the ICM environment for support and troubleshooting UCCE.
- Utilize the Diagnostic Framework suite of utilities (Analysis Manager, Diagnostic Portico, CLI) within the UCCE environment for support and troubleshooting of UCCE.
- Demonstrate proficiency with various utilities within the UCCE solution for troubleshooting and support of the environment.
Deploying Unified Contact Center Enterprise with CVP (DUCCE) Course Outline:
Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
- Introducing UCCE
- Unified CCE Architecture and Components
- UCCE Terms, Routing and Additional Components
- Accessing UCCE Tools
- Module 1 Labs:
- Lab 1: Overview of UCCE Lab Environment
- Lab 1: Explore Voice Gateway
- Lab 3: Explore CVP and ICM Servers
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 2 Labs:
- Lab 1: Install the ICM Main Installer
- Lab 2: Install ICM Central Controller and Admin Data Server/HDS
- Lab 3: Configure/Install PG for CVP and UCM
- Lab 4: Install, Configure and License CVP Components
- Lab 5: Configure IOS Voice Gateway for CVP
- Lab 6: Configure ICM for CVP Scripting
- Lab 7: Prepare a Simple CVP Test Script
- Lab 8: Use ICM Tools to Observe Script Progress
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 3 Labs:
- Lab 1: ICM Scripting with Microapps
- Lab 2: Configure ICM for Basic Agent Functionality
- Lab 3: Install CTI Components
- Lab 4: CTI Route Point Initiated Calls
- Lab 5: Configure Calls Using SIP with Proxy (Optional)
Module 4: Installing CCE VXML Solution
- Basic VXML Functionality
- Installing and Configuring VXML Solution
- Exploring Courtesy Callback
- Module 4 Labs: Configure Courtesy Callback (CCB)
Module 5: Installing CCE Outbound
- Introduction to Outbound Option
- Outbound Option Installation and Configuration
- Configuring Outbound Option for Agent and IVR Campaigns
- Module 5 Labs: Install and Configure Cisco Outbound Option – SIP
Module 6: Supporting CCE
- ICM Processes
- Diagnostic Framework Suite
- UCCE Support
- Service Assurance
- Module 6 Labs:
- Lab 1: Using Troubleshooting Tools
- Lab 2: Troubleshooting Lab
