DEPLOYING UNIFIED CONTACT CENTER ENTERPRISE WITH CVP (DUCCE)

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. Students will learn enough about CCE scripting in this course to ensure system functionality only, not become scripting experts.

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Solutions

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

  • Instructor-Led (the best training format we offer)
  • Live Online Classroom – Online Instructor-Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

StartFinishPublic PricePublic EnrollPrivate PricePrivate Enroll
12/20/202112/24/2021
01/10/202201/14/2022
01/31/202202/04/2022
02/21/202102/25/2022
03/14/202203/18/2022
04/04/202204/08/2022
04/25/202204/29/2022
05/16/202205/20/2022
06/06/202206/10/2022
06/27/202207/01/2022
07/18/202207/22/2022
08/08/202208/12/2022
08/29/202209/02/2022
09/19/202209/23/2022
10/10/202210/14/2022
10/31/202211/04/2022
11/21/202211/25/2022
12-12-202212-16-2022

Curriculum

Module 1: Cisco Unified Contact Center Enterprise Foundations
  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • Lesson 3:  UCCE Terms, Routing and Additional Components
  • Lesson 4:  Accessing UCCE Tools
Module 2: Preparing UCCE for Basic IVR Scripting 
  • Lesson 1:  UCCE Call Flows and Protocols
  • Lesson 2:  Using Domain Manager
  • Lesson 3:  Introducing the Unified CCE Main Installer
  • Lesson 4:  Central Controller Installation
  • Lesson 5:  Installing  Admin Data Servers and Clients
  • Lesson 6:  Configuring ICM for CVP
  • Lesson 7:  Configuring CVP for UCCE
  • Lesson 8:  UCCE Voice Gateway Internetworking Considerations
  • Lesson 9:  Basic IVR Scripting with Microapps
Module 3: Preparing UCCE for Basic Agent Functionality
  • Lesson 1:  Configure UCM to Support UCCE
  • Lesson 2:  Installing UCCE CTI Software
  • Lesson 3:  UCCE Configuration and Scripting for Additional Agent and IVR Functionality
  • Lesson 4:  Enabling Transfers and RONA
Module 4: Installing CCE VXML Solution 
  • Lesson 1: Basic VXML Functionality
  • Lesson 2:  Installing and Configuring VXML Solution
  • Lesson 3:  Exploring Courtesy Callback
Module 5:  Installing CCE Outbound
  • Lesson 1: Introduction to Outbound Option
  • Lesson 2:  Outbound Option Installation and Configuration
  • Lesson 3:  Configuring Outbound Option for Agent and IVR Campaigns
Module 6:  Supporting CCE
  • Lesson 1:  ICM Processes
  • Lesson 2:  Diagnostic Framework Suite
  • Lesson 3:  UCCE Support
  • Lesson 4:  Service Assurance
Lab Outline
  • Lab 1-1: Overview of UCCE Lab Environment:
  • Lab 1-2: Explore Voice Gateway:
  • Lab 1-3: Explore CVP and ICM Servers:
  • Lab 2-1:  Install the ICM Main Installer
  • Lab 2-2:  Install ICM Central Controller and Admin Data Server/HDS
  • Lab 2-3:  Configure/Install PG for CVP and UCM
  • Lab 2-4:  Install, Configure and License CVP Components
  • Lab 2-5:  Configure IOS Voice Gateway for CVP
  • Lab 2-6:  Configure ICM for CVP Scripting
  • Lab 2-7:  Prepare a Simple CVP Test Script
  • Lab 2-8:  Use ICM Tools to Observe Script Progress
  • Lab 3-1:  ICM Scripting with Microapps
  • Lab 3-2:  Configure ICM for Basic Agent Functionality
  • Lab 3-3:  Install CTI Components
  • Lab 3-4: CTI Route Point Initiated Calls
  • Lab 3-5: Configure Calls Using SIP with Proxy (Optional)
  • Lab 4-1: Configure Courtesy Callback (CCB)
  • Lab 5-1: Install and Configure Cisco Outbound Option – SIP
  • Lab 6-1: Using Troubleshooting Tools
  • Lab 6-2: Troubleshooting Lab