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DUCCE - Deploying Unified Contact Center Enterprise v10.0

Learn 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.

GK# 0233

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.

What You'll Learn

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  • 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

Outline

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Viewing outline for:

Classroom Live Outline

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

Labs

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Viewing labs for:

Classroom Live Labs

Lab 1: Setting Up Your VPN and SIP Phone

Lab 2: Configuring Cisco Unified Communications Manager

Lab 3: Explore Your Voice Gateway (Ingress/VXML)

Lab 4: Install the ICM Main Installer

Lab 5: Install the ICM Central Controller and Admin and Data Server

Lab 6: Configure/Install PG for CVP and UCM

Lab 7: Install, Configure, and License CVP

Lab 8: Configure IOS Voice Gateway for CVP

Lab 9: Configure ICM for CVP Scripting

Lab 10: Prepare a Simple CVP Test Script

Lab 11: ICM Scripting with Microapps

Lab 12: Configure ICM for Basic Agent Functionality

Lab 13: Install CTI Components

Lab 14: CTI Route Point Initiated Calls

Lab 15: Implement Cisco Courtesy Callback

Lab 16: Configure Outbound Agent Campaign SCCP Dialer

Lab 17: Using Troubleshooting Tools

Prerequisites

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  • 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 Alt-Tab keys
  • For additional depth in UCCE product knowledge, we recommend that you attend AUCCE1 prior to attending DUCCE

Who Should Attend

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

Vendor Credits

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This course can be purchased using Cisco Learning Credits (CLCs).

Course Delivery

This course is available in the following formats:

Classroom Live

Receive face-to-face instruction at one of our training center locations.

Duration: 5 day

Virtual Classroom Live

Experience expert-led online training from the convenience of your home, office or anywhere with an internet connection.

Duration: 5 day

Request this course in a different delivery format.
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