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Course Outline

 

Cisco - DUCCE - Deploying Unified Contact Center Enterprise v10

Overview:

This course gives 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.

Pre-requisite(s):

Working knowledge of basic networking and components, and a Microsoft Windows Server deployed with Active Directory

Audience:

Cisco Unified Communications system channel partners and resellers, System engineers. Secondary audience includes customers deploying and maintaining Cisco Unified Contact Center Enterprise products.

Length/Cost:

5 Days, $4195

Outline:

Lesson 1 : Cisco Unified Contact Center Enterprise v10 Foundations

Introducing UCCE
Unified CCE Architecture and Components
UCCE Terms, Routing and Additional Components
Accessing UCCE Tools

Lesson 2 : Preparing UCCE for Basic IVR Scripting

UCCE Call Flows and Protocols
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

Lesson 3 : 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

Lesson 4 : Installing CCE VXML Solution

Basic VXML Functionality
Installing and Configuring VXML Solution
Exploring Courtesy Callback

Lesson 5 : Installing CCE Outbound

Introduction to Outbound Option
Outbound Option Installation and Configuration
Configuring Outbound Option for Agent and IVR Campaigns

Lesson 6 : Supporting CCE

ICM Processes
Diagnostic Framework Suite
UCCE Support
Service Assurance

Schedule:

= "Guaranteed to Run"
ILT - Instructor-Led Training | MLT - Mentor-Led Training | Anywhere LIVE OLT - Live Online Training | Bellevue LIVE OLT - Live Online Training
Location RegisterTime
Bellevue, WA
(Live-OLT)
Jul 15 - Jul 19 7:00AM-3:00PM
Bellevue, WA
(Live-OLT)
Sep 16 - Sep 20 7:00AM-3:00PM
Bellevue, WA
(Live-OLT)
Nov 11 - Nov 15 7:00AM-3:00PM


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