Cisco Unified Contact Center Enterprise Deployment – Course Outline

Details

Description

Duration: 5 days

Cisco Unified Contact Center Enterprise Deployment (UCCE-D) is a 5-day instructor-led course that helps prepare learners to deploy the Cisco Unified CCE v11.5 solution. This course will provide the student with the underlying knowledge to understand deployment design solutions, requirements for deployment, and how to install and configure all major Cisco Unified CCE components. As a part of deployment activities, the student will understand how to install and integrate Intelligent Contact Manager (ICM) with Active Directory, how to install and integrate Cisco Unified CVP components using an IOS-based voice browser and Cisco Virtualized Voice Browser (Cisco VVB), how to install and integrate Cisco Finesse, how to install and integrate Cisco Unified Intelligence Center with Active Directory and associated Data Sources for reporting purposes, and how to install and configure Agent- and IVR-based Outbound Option dialing campaigns. And finally, the student will learn how to setup and use troubleshooting tools including RTMT, System CLI, Diagnostic Framework, and ICM command-line utilities to find status information and log files, and to track a call from the point of entry to the agent desktop. 

Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

  •   Understand CCE solutions, architecture, solution options, deployment models, integrated features and call flow options.
  •   Understand underlying Cisco Unified CCE processes, messaging and fault tolerance schemes.
  •   Install, upgrade and make basic configurations in Cisco Unified Communications Manager.
  •   Install, create databases, integrate, and upgrade all ICM components to include the ICM Router, Logger, Administration & Data Server, Peripheral Gateways, CTI Gateway and Cisco Finesse.
  •   Install, integrate, configure, and upgrade Cisco Unified CVP components to include the CVP Call Server, Voice XML Server, Media Server, Reporting Server and Cisco VVB.
  •   Install, upgrade, and make configurations for Cisco Unified Intelligence Center and Cisco Outbound Option Agent- and IVR-based campaigns.

Prerequisites

This outlines the student and personal computer requirements to attend this class:

  • All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform with these capabilities:
    • Windows (preferred), Mac and Linux operating systems supported.
    • Access to the internet with speeds greater than 1 Mbps.
    • Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
    • Must have or the ability to install Cisco AnyConnect VPN software and Cisco IP Communicator.
    • Must have the ability to use Remote Desktop Connection for access to lab servers.
    • Headsets for audio communications can be helpful.
  • Working knowledge of Cisco networking and components such as routers and switches.
  • Working knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
  • Attendance in Cisco Unified CCE Administration classes or equivalent real world experience. This class will assume the student has a solid working knowledge of Cisco Unified CCE and its administration.

Who Should Attend

The primary audience for this course is as follows:

  •   Cisco Unified Communications system channel partners and resellers.
  •  System and technical support engineers.
  •   Customers who are deploying and maintaining Cisco Unified CCE solution products.

Outline

Module 1 Cisco Unified Contact Center Enterprise OverviewLesson 1: Presenting Cisco Unified Contact Center Enterprise

  •   Cisco Unified CCE Solutions
  •  New/Deprecated Features and Enhancements
  •   Cisco Unified CCE Reference Designs
  •  Cisco Unified CCE Reference Design Specifications
  •  Cisco Unified CCE Core Components
  •   Optional Cisco Components
  •   Optional Third-Party Components
  •   Cisco Unified CCE Solution Integrated Features
  •   Solution Administration
  •   Compatibility

Lesson 2: Cisco Unified CCE Core Components

Cisco Unified Communications Manager

  •  Cisco Unified CM Cluster Nodes
  •  Cisco Unified CM Database Architecture
  •  Intracluster Communications
  •  Call Processing Subscriber Redundancy
  •  CTI Manager Service
  •   Partitions and Calling Search Spaces
  •   Basic Call Handling
  •   Agent Phones

Cisco Unified CCE/ICM

  •  Definitions
  •  Traditional ICM
  •  Traditional ICM Deployment Models
  •   ICM Components
  •   ICM Databases
  •   ICM Terms
  •   Cisco Unified CVP
  •   Cisco Unified CVP Product Components
  •   Additional Component
  •   Cisco Unified CVP Functional Deployment Models

Lesson 3: Cisco Unified CCE Options

  •  Optional Cisco Unified CCE Components
  •  Cisco Unified CCE Third-Party Components
  •  Cisco Unified CCE Integrated Features
  •   Solution Administration

Lesson 4: Basic Call Flow Models

  •   Call Flow Types
  •   Traditional ICM Pre-route
  •   Traditional ICM Post-route
  •   Cisco Unified CCE Call Flow
  •   Traditional ICM Translation Routing
  •   Translation Route to VRU

​Module 2: Cisco Unified CCE Protocols, Processes and Services

Lesson 1: Cisco Unified CM

  •   Cisco Unified CM Architecture
  •   Cisco Unified CM Fault Tolerance

Lesson 2: Cisco Unified CCE/Intelligent Contact Manager

  •   ICM Architecture
  •   ICM Processes and Services
  •   ICM Fault Tolerance

Lesson 3: Cisco Unified CVP

  •   CVP Architecture
  •   CVP Fault Tolerance

Module 3: Installing Cisco Unified Communications Manager

Lesson 1: Installation Prerequisites

  •   Network
  •   Platform
  •   Software
  •   Browser
  •   Username and Password
  •   Licensing
  •   Required Installation Information

​Lesson 2: Cisco Unified CM Installation

  •   Installation Types
  •   Pre-installation Tasks
  •   Install CUCM

Lesson 3: Post-installation Configurations

  •   Licensing
  •  Service Activation

Lesson 4: Creating Basic Infrastructure

  •   Regions
  •  Device Pools
  •   Partitions
  •   Calling Search Spaces
  •   Trunks
  •   Route Groups
  •   Route Lists
  •   Route Patterns
  •   IP Phones
  •  Application User Accounts

Lesson 5: Upgrading Cisco Unified CM

  •   Understanding Upgrades and Migrations
  •   Requirements and Limitations
  •   Supported Upgrade Paths
  •  Upgrade Sequence and Timing
  •   Pre-Upgrade Tasks
  •   Upgrade Procedures

Module 4: Installing Intelligent Contact Manager

Lesson 1: Installation Requirements

  •   Platform
  •   Network
  •   Software
  •   VM
  •   Compatibility

Lesson 2: Pre-installation Tasks

  •   Set Up Active Directory and DNS
  •   Set Up Virtual Machines
  •   Set Up Third Party Software

Lesson 3: Install the Main Installer

  •  Install the ICM Software Installer
  •   Set Up Organizational Units
  •   Add Users to Security Groups

Lesson 4: Install the Central Controller

  •  Add ICM Instance
  •  Create the Logger Database
  •  Set Up the ICM Router
  •   Set Up the ICM Logger

​Lesson 5: Install the Administration and Data Server

  •   Create the HDS Database
  •   Set Up the Administration and Data Server
  •   Start Central Controller
  •   Set the Deployment Type and Congestion Control

Lesson 6: Install the Peripheral Gateway

  •   Configure the PG for CUCM
  •   Configure the PG for Cisco Unified CVP
  •   Set Up the PG for CUCM
  •   Set Up the PG for Cisco Unified CVP
  •   Install the JTAPI Client for Cisco Unified CM PG

Lesson 7: Install CTI Services

  •   Set Up CTI Server

Lesson 8: Cisco Finesse

  •   Finesse Agent Desktop
  •   Finesse IP Phone Agent
  •   Installation Requirements
  •   Install Finesse
  •   Finesse Configurations
  •   Upgrading Finesse

​Lesson 9: Upgrading ICM

  •   Multistage Upgrades
  •  Pre-Upgrade Overview
  •   Upgrade Overview

Module 5: Installing Cisco Unified CVP

Lesson 1: Installation Prerequisites

  •   CVP Server
  •   Ops Console
  •   Reporting Server
  •   Call Studio

Lesson 2: Install the CVP Server

  •   Ops Console
  •   CVP Server
  •   Reporting Server
  •   Remote Operations
  •   License CVP Components

Lesson 3: Configure Cisco Unified CVP Components

  •   Call Server
  •   VXML Server
  •   Media Server
  •   Reporting Server
  • Gateways
  •  Cisco Unified CM
  •  ICM
  •   ASR/TTS

Lesson 4: Upgrading Cisco Unified CVP  Upgrade Path

  •   Upgrade Strategies
  •   Upgrade VM
  •   Upgrade Windows
  •   Upgrade CVP

Module 6: Installing and Configuring Cisco Unified CCE Options

Lesson 1: Cisco Outbound Option

  •   Enable Outbound Option
  •  Add Outbound Database
  •   Configure the Media Routing PG and Dialer Peripheral
  •   Configure the Dialer
  •   Set Up the Media Routing PG and Dialer
  •   Outbound Option Configurations

Lesson 2: Cisco Unified Intelligence Center

  •   Installation Prerequisites
  •   Install CUIC
  •   Import Stock Reports
  •  CUIC Configurations
  •   Upgrading CUIC

 

Module 7: Supporting Cisco Unified CCE

Lesson 1: Maintenance Activities

  •   Back-up and Restore
  •   Database Purge

Lesson 2: UCCE Troubleshooting Tools

  •   RTMT
  •   Diagnostic Framework
  •   System CLI
  •   ICM Command Line Tools
  •   Syslog and SNMP

What's Included

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

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

Schedule

StartFinishPublic PricePublic Enroll Private PricePrivate Enroll
12/25/202312/29/2023
1/15/20241/19/2024
2/5/20242/9/2024
2/26/20243/1/2024
3/18/20243/22/2024
4/8/20244/12/2024
4/29/20245/3/2024
5/20/20245/24/2024
6/10/20246/14/2024
7/1/20247/5/2024
7/22/20247/26/2024
8/12/20248/16/2024
9/2/20249/6/2024
9/23/20249/27/2024
10/14/202410/18/2024
11/4/202411/8/2024
11/25/202411/29/2024
12/16/202412/20/2024
1/6/20251/10/2025

Curriculum

Curriculum

Module 1 Cisco Unified Contact Center Enterprise Overview

Lesson 1: Presenting Cisco Unified Contact Center Enterprise

  • Cisco Unified CCE Solutions
  •  New/Deprecated Features and Enhancements
  •  Cisco Unified CCE Reference Design Specifications
  •  Cisco Unified CCE Core Components
  •  Optional Cisco Components
  •  Optional Third-Party Components
  •  Cisco Unified CCE Solution Integrated Features
  • Solution Administration

Lesson 2: Cisco Unified CCE Core Components

  • Cisco Unified Communications Manager
    • Cisco Unified CM Cluster Nodes
    • Cisco Unified CM Database Architecture
    • Intracluster Communications
    • Call Processing Subscriber Redundancy
    • CTI Manager Service
    • Partitions and Calling Search Spaces
    • Basic Call Handling
    • Agent Phones
  • Cisco Unified CCE/ICM
    • Definitions
    • Traditional ICM
    • Traditional ICM Deployment Models
    • ICM Components
    • ICM Databases
    • ICM Terms
  • Cisco Unified CVP
    • Cisco Unified CVP Product Components
    • Additional Components

Lesson 3: Cisco Unified CCE Options

  • Optional Cisco Unified CCE Components
  • Cisco Unified CCE Third-Party Components
  • Cisco Unified CCE Integrated Features
  • Solution Administration

Lesson 4: Basic Call Flow Models

  • Call Flow Types
  • Traditional ICM Pre-route
  • Traditional ICM Post-route
  • Cisco Unified CCE Call Flow
  • Traditional ICM Translation Routing
  • Translation Route to VRU

Module 2: Basic ACD Configurations

Lesson 1: Configuring Cisco Unified Communications Manager

  • Cisco IP Phones
  • CTI Route Points
  • Trunks
  • Route Groups, Route Lists, and Route Patterns
  • Application User Accounts

Lesson 2: Configuring Cisco Unified CVP

  • Functional Overview
  • Basic CVP Configurations
  • Basic CVP Integration Requirements

Lesson 3: Configuring Cisco Unified CCE

  • Define Administration Tools
  • Configuration Manager
  • ACD Configurations

Lesson 4: Using Cisco Finesse

  • Introduction to Cisco Finesse
  • Using Finesse Agent and Supervisor Desktops

Lesson 5: Using Cisco Unified CCE Script Editor

  • Script Editor Basics
  • Creating, saving, and validating an ICM script
  • Testing an ICM script

Module 3: Configuring Cisco Unified CVP for IVR Functionality

Lesson 1: Basic IVR Configurations

  • Media File Types
  • Media File Storage Locations
  • ICM Call Variables
  • CVP Micro-Applications
  • Configure Network VRU Script Definitions for CVP Micro-Apps
  • System-level ICM Configurations Supporting Cisco Unified CVP

Lesson 2: Basic IVR Scripting using CVP Micro-Applications

  • Using the Send to VRU Script Node
  • ICM Scripting for IVR Activity
  • Validate, Save, Schedule, and Test Script

Module 4: Extended Functions

Lesson 1: ICM User Accounts and Feature Control Sets

  • Define Feature Control Sets
  • Define ICM User Accounts
  • Using the Quick Edit Mode
  • Use Feature Control Sets to Limit User Access
  • Install and Use the Internet Script Editor

Lesson 2: Using ICM Utilities

  • Script Explorer
  • Enabled Scripts
  • Call Type Associations
  • Script Reference
  • Importing and Exporting ICM Scripts
  • Deleting Objects from the ICM Database
  • Renaming Objects in the ICM Database
  • Using Default Labels

Lesson 3: Understanding ICM Variables

  • Define Variables
  • Categories of ICM Variables
  • Using ICM Variables

Lesson 4: Precision Routing

  • Define Precision Routing
  • Compare Skill Group vs PQ Routing
  • Defining the Agent with Attributes
  • Defining Callers Requirements with PQ’s
  • Using PQ’s in an ICM Script

Lesson 5: Routing Calls from Cisco Unified CM

  • Understanding Routing Calls Originating from CUCM
  • Understanding Routing Calls Transferred by an Agent

Lesson 6: Ring-No-Answer Routing

  • Understanding Routing for Ring-No-Answer Conditions
  • Method 1: Using Agent Desk Settings
  • Method 2: Using Agent Desk Settings and CVP Patterns for RNA Timeout

Lesson 7: ICM Administrative Scripting

  • Define Admin Scripts
  • Define Admin Script Usage

Module 5: Cisco Unified CCE Reporting

Lesson 1: Introducing Cisco Unified Intelligence Center

  • Basic Attributes of CUIC
  • Browser-based Reporting
  • Deployment Models
  • CUIC Terms
  • CUIC Licensing
  • CUIC Navigation Drawers
  • Security Administration
  • Real-time vs Historical Reports
  • Using Permalinks

Lesson 2: Running and Modifying CUIC Reports

  • Stock Report Templates
  • Filtering and Running Stock Reports
  • Modifying a Stock Report
  • Scheduling a Report

Lesson 3: Creating CUIC Reports and Dashboards

  • Create a Report
  • Create a Dashboard

Lab Outline

  • Lab 1-0: Setting up your VPN and Student CIPC
  • Lab 2-1: Configuring Cisco Unified Communications Manager
  • Lab 2-2: Test Basic Routing Functions of Intelligent Contact Manager
  • Lab 2-3: Configure ICM and Test Basic ACD Routing
  • Lab 3-1: Configure and License Cisco Unified CVP
  • Lab 3-2: Configure Voice Browsers for Cisco Unified CVP
  • Lab 3-3: Cisco Unified CVP Proof of Concept
  • Lab 3-4: Implementing ACD Routing with Prompting, Collecting and Queuing
  • Lab 4-1: Configuring Feature Control Sets, ICM Users and Using Internet Script Editor
  • Lab 4-2: Using Script Editor Utilities
  • Lab 4-3: Configuring Precision Routing
  • Lab 4-4: Configuring Reroute on No Answer (RONA)
  • Lab 4-5: CTI Route Point Initiated Calls
  • Lab 4-6: Implement an Administrative Script
  • Lab 5-1: Navigating CUIC
  • Lab 5-2: Running and Modifying CUIC Reports