Maxtrain.com - [email protected] - 513-322-8888 - 866-595-6863

SL-DUCCE

Deploying Cisco Unified Contact Center Enterprise

Description

This 5-day instructor-led course is presented by our partner and 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 the learner 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.

DUCCE is intended for those installing the solution, or who may be responsible for Level 3 support of the solution. This course also serves as a good stepping-stone for AUCCE Part 1 and AUCCE Part 2, but is not a prerequisite. Students will learn enough about CCE scripting in this course to ensure system functionality only, not become scripting experts.

PCCE (Packaged Contact Center Enterprise) is the same UCCE product but with a limited deployment and simplified tools. PCCE users and engineers should be taking our UCCE courses, as we use all the same tools during training. For instance, scripting for PCCE and UCCE is the same – ICM Script Editor and Studio.

If you are using an earlier version of UCCE, you will benefit from this training. Although we use 10.x in the class, skills taught will be equivalent and still of value to you.

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

  • 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.

Outline

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

Lesson 1: Introducing UCCE

  • Unified CCE Overview
  • Attributes of Cisco Unified CCE
  • Cisco Unified CCE Components
  • Unified CCE Naming Conventions
  • Cisco Unified CCE Options
  • Agent Desktop Options
  • What`s New

Lesson 2: Unified CCE Architecture and Components

  • Overview
  • Voice Gateways (VG)
  • Unified Communications Manager (UCM)
  • Agent Phones and Features
  • Intelligent Contact Manager (ICM)
  • Customer Voice Portal (CVP)
  • VXML
  • Features of Unified CVP

Lesson 3: UCCE Terms, Routing and Additional Components

  • Unified CCE Terms
  • Unified CCE Call Flow Types
  • Additional Unified CCE Components
  • Contact Center Management Portal (CCMP)
  • Cisco Unified Intelligence Center (CUIC)
  • Geographic Dependencies/CCE Networks
  • Packaged Contact Center Enterprise (PCCE)

Lesson 4: Accessing UCCE Tools

  • Accessing UCM
  • Accessing ICM
  • Accessing CVP
  • Accessing Voice Gateways
  • Accessing CCMP

Lab 1-1: Check out the Lab Environment

Lab 1-2: Explore Voice Gateway

Lab 1-3: Explore CVP and ICM Servers

Module 2: Preparing UCCE for Basic IVR Scripting

Lesson 1: UCCE Call Flows and Protocols

  • UCCE Comprehensive Call Flow
  • UCCE Comprehensive Protocols
  • Installation and Configuration Checklist

Lesson 2: Using Domain Manager

  • Active Directory (A/D) Overview
  • Domain Manager and Organizational Units (OU`s)

Lesson 3: Introducing the Unified CCE Main Installer

  • Overview
  • Domain Manager
  • ICM Main Installer
  • Web Setup Tool
  • PG Setup Tool
  • Admin Data Client Installer

Lesson 4: Central Controller Installation

  • Using the Web Setup Tool
  • Using ICMdba for Logger Database
  • Using Web Setup for Router(s)
  • Using Web Setup for Logger(s)
  • Diagnostic Framework Portico

Lesson 5: Installing Admin Data Servers and Clients

  • Admin Workstation Types
  • Using ICMDBA for Admin Workstation Databases
  • Using Web Admin to configure Admin Data Server
  • Installing the Admin Data Client
  • Configuration Manager Overview

Lesson 6: Configuring ICM for CVP

  • Overview
  • ICM Configuration for CVP Support
  • ICM PG Setup for CVP Support

Lesson 7: Configuring CVP for UCCE

  • Overview
  • Installing CVP Server
  • Installing the Operations Console
  • Installing Remote Operations
  • Installing the Reporting Server
  • Ops Console Overview
  • Configuring a Call Server
  • Configuring a VXML Server
  • Configuring a Reporting Server
  • Configuring a Media Server in Ops Console
  • Licensing
  • Verify your Configuration
  • SIP Routing Options for CVP

Lesson 8: UCCE Voice Gateway Internetworking Considerations

  • Introducing SIP
  • Ingress/VXML Gateway Overview
  • Ingress/VXML Gateway CVP File Transfer to Flash
  • Ingress/VXML Gateway File Transfer
  • Call Server Configuration
  • SIP Proxy Configuration
  • UCM Configuration
  • Configure IOS Voice Gateway through CVP OAMP

Lesson 9: Basic IVR Scripting with Microapps

  • UCCE Script Editors
  • ICM Script Editor Overview
  • Using ICM Script Editor Nodes
  • Configuring ICM Script Editor Nodes
  • Scheduling ICM Scripts
  • Scripting with a MicroApp

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

Module 3: Preparing UCCE for Basic Agent Functionality

Lesson 1: Configure UCM to Support UCCE

  • Protocol Review
  • UCM Configuration Steps
  • PG Configuration and Setup
  • Loading JTAPI Client
  • CTI Route Point Considerations
  • RTMT
  • Verifying Functionality

Lesson 2: Installing UCCE CTI Software

  • CTI Overview
  • Installing CTI Server with PG Setup Tool
  • Installing CTIOS Server
  • Installing CTIOS Agent Desktop
  • Agent and Skill Group Configuration
  • Agent Targeting Rule
  • Testing the Agent Functionality

Lesson 3: UCCE Configuration and Scripting for Additional Agent and IVR Functionality

  • Overview
  • Understanding Variables
  • Understanding MicroApps
  • Understanding Media Server and Audio Files
  • Audio Prompt Gateway Considerations
  • Implementing MicroApps in an ICM Script
  • Implementing Queuing Nodes in an ICM Script

Lesson 4: Enabling Transfers and RONA

  • Transfer Types Overview
  • Subsequent Transfer Considerations
  • ICM Configuration Steps
  • UCM Configuration Steps
  • RONA

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

Module 4: Installing CCE VXML Solution

Lesson 1: Basic VXML Functionality

  • What is VXML?
  • Cisco Unified CVP VXML Solution

Lesson 2: Installing and Configuring VXML Solution

  • Cisco Unified CVP VXML Server Configuration
  • Cisco Unified Call Studio Project Configuration
  • Project Deployment and VXML Server Maintenance Tasks
  • ICM Considerations for VXML Application Support

Lesson 3: Exploring Courtesy Callback

  • What is Courtesy Callback?
  • Courtesy Callback Call Flow
  • Courtesy Callback Considerations
  • Configuring Courtesy Callback

Lab 4-1: Configure Courtesy Callback (CCB)

Module 5: Installing CCE Outbound

Lesson 1: Introduction to Outbound Option

  • Outbound Option Overview
  • Outbound Option Components
  • Dialer Types
  • Dialing Modes
  • Outbound Campaign Features
  • SIP Call Flows
  • SIP Dialer Design Considerations
  • Voice Gateway Design Considerations

Lesson 2: Outbound Option Installation and Configuration

  • ICM Installation and Configuration for Outbound Option
  • Voice Gateway and Unified CM Considerations
  • Outbound Option Installation Verification

Lesson 3: Configuring Outbound Option for Agent and IVR Campaigns

  • Campaign Types Overview
  • Prerequisite Configurations for Outbound Campaigns
  • Agent-Based Campaign
  • Agent-Based Campaign Scripting
  • IVR-Based Campaign Configuration
  • IVR-Based Campaign Scripting

Lab 5-1: Install and Configure Cisco Outbound Option - SIP

Module 6: Supporting CCE

Lesson 1: ICM Processes

  • Simple Startup
  • Simplex Central Controller Startup Detail
  • Simplex PG Startup
  • Administration and Data Server Startup
  • ICM Fault Tolerance
  • Duplexed Central Controllers
  • Central Controller Failure Scenarios
  • Configuration Change Sequence

Lesson 2: Diagnostic Framework Suite

  • Diagnostic Framework Suite Review
  • Analysis Manager
  • Unified System CLI
  • Diagnostic Framework Portico

Lesson 3: UCCE Support

  • ICM Support
  • CVP Support
  • Gateway Support
  • UCM Support

Lesson 4: Service Assurance

  • Syslog and SNMP
  • Failover and High Availability

Lab 6-1: Using Troubleshooting Tools

Lab 6-2: Instructor Break/Fix Lab

PreRequisites

To fully benefit from this course, students should have the following prerequisite skills and knowledge:

  • 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

Audience

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers
  • System engineers

The secondary audience for this course is as follows:

  • Customers deploying and maintaining Cisco Unified Contact Center Enterprise products

Starting From

$3775.50

$4195.00 List Price

5 Days Course

Class Dates

Good To Go
$4195.00
Remote Live

This class runs from 10:00 AM to 06:00 PM EST
Early Bird Saving
Good To Go
$3775.50
Remote Live

This class runs from 10:00 AM to 06:00 PM EST
Early Bird Saving
$3775.50
Remote Live

This class runs from 10:00 AM to 06:00 PM EST

Category:
    Loading ...