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Cisco > Cisco Unified Contact Center Enterprise Specialist > DUCCE: Deploying Cisco Unified Contact Center Enterprise Training
Exam Numbers
500-440 UCCED
Exam Name
Designing Cisco Unified Contact Center Enterprise (UCCED)
Certifications
Cisco Unified Contact Center Enterprise Specialist

DUCCE: Deploying Cisco Unified Contact Center Enterprise Training


DUCCE: Deploying Cisco Unified Contact Center Enterprise Training


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Deploying Cisco Unified Contact Center Enterprise Training

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. 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.

What's Included

  • Comprehensive study materials and official Cisco courseware
  • Remote lab access

Prerequisites

  • 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

Course Objectives

After completing this course, you will be able to:

  • Demonstrate an overall understanding of the Cisco Unified CCE solution, processes, and its environment.
  • Install and configure a Cisco Unified CCE 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.

Course Outline

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 and Configuring 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 Option

  • 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

Labs

  • Lab 1: Overview of UCCE Lab Environment
  • Lab 2: Explore Voice Gateway
  • Lab 3: Explore CVP and ICM Servers
  • Lab 4: Install the ICM Main Installer
  • Lab 5: Install ICM Central Controller and Admin Data Server/HDS
  • Lab 6: Configure/Install PG for CVP and UCM
  • Lab 7: Install, Configure and License CVP Components
  • Lab 8: Configure IOS Voice Gateway for CVP
  • Lab 9: Configure ICM for CVP Scripting
  • Lab 10: Prepare a Simple CVP Test Script
  • Lab 11: Use ICM Tools to Observe Script Progress
  • Lab 12: ICM Scripting with Microapps
  • Lab 13: Configure ICM for Basic Agent Functionality
  • Lab 14: Install CTI Components
  • Lab 15: CTI Route Point Initiated Calls
  • Lab 16: Configure Calls Using SIP with Proxy (Optional)
  • Lab 17: Configure Courtesy Callback (CCB)
  • Lab 18: Install and Configure Cisco Outbound Option - SIP
  • Lab 19: Using Troubleshooting Tools
  • Lab 20: Troubleshooting Lab

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CIS-TR-DUCCE-01