Cisco – DUCCE – Deploying Unified Contact Center Enterprise v10

Description

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.

Prerequisite(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.

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