Deploying Cisco Unified Contact Center Enterprise
- Course Code DUCCE
- Duration 5 days
- Version 2.0
Course Delivery
Additional Payment Options
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GTC 40 inc. VAT
GTC, Global Knowledge Training Credit, please contact Global Knowledge for more details
- CLC 43 excl. VAT
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Course Delivery
This course is available in the following formats:
-
Company Event
Event at company
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Public Classroom
Traditional Classroom Learning
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Virtual Learning
Learning that is virtual
Request this course in a different delivery format.
Course Overview
TopThis course is designed for system engineers involved in the day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product. Students will gain an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting options.The Unified CCE software will be installed and the Unified CCE troubleshooting tools explored.
Course Schedule
Top-
- Delivery Format: Virtual Learning
- Date: 14-18 August, 2023
- Location: Virtual
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- Delivery Format: Virtual Learning
- Date: 13-17 November, 2023
- Location: Virtual
Target Audience
TopEngineers involved in the configuration and maintenance of a Cisco Unified Contact Center Enterprise deployment, as well as Cisco Channel Partners looking to achieve the Cisco UCCE ATP.
Course Objectives
TopAfter completing this course you should be able to:
- 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
Course Content
TopCisco Unified Contact Center Enterprise v10 Foundations
- Introducing UCCE
- Unified CCE Architecture and Components
- UCCE Terms, Routing and Additional Components
- Accessing UCCE Tools
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
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
Installing and Configuring CCE VXML Solution
- Basic VXML Functionality
- Installing and Configuring VXML Solution
- Exploring Courtesy Callback
Installing CCE Outbound Option
- Introduction to Outbound Option
- Outbound Option Installation and Configuration
- Configuring Outbound Option for Agent and IVR Campaigns
Supporting CCE
- ICM Processes
- Diagnostic Framework Suite
- UCCE Support
- Service Assurance
Course Prerequisites
TopAttendees should meet the following prerequisites:
- Understanding of basic networking and the relevant components.
- 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
Test Certification
TopRecommended as preparation for exam (s) ;
- 600-455 - Designing Cisco Unified Contact Center Enterprise Design (UCCED)
- 600-460 - Implementing and Supporting Cisco Unified Contact Center Enterprise (UCCEIS)
Delegates looking to take these exams will also need to have studied the AUCCE1 and DUCCE courses
Follow on Courses
TopThe following courses are recommended for engineers involved in the deployment of a UCCE environment
- DUIC - Deploying Cisco Unified Intelligence Center
- /en-gb/-/media/global-knowledge/merchandising/right-side-column/uk/cisco-clcs.png https://www.globalknowledge.com/en-gb/training/courses/technology-providers/cisco/learning-credits-clc #000000
- DUCCE
- Deploying Cisco Unified Contact Center Enterprise
- Contact Center
- DUCCE | Deploying Cisco Unified Contact Center Enterprise | Training Course | Cisco.
- Cisco
