Deploying Cisco Unified Contact Center Enterprise V2.0 (DUCCE)

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Deploying Cisco Unified Contact Center Enterprise V2.0 (DUCCE)

What you’ll learn in this course

The Deploying Cisco Unified Contact Center Enterprise V2.0 (DUCCE) is a 5-day instructor-led course presented by training partners. The course allows learners to deploy the Unified CCE v10.0 solution including installation, deploying HA and using troubleshooting tools to identify issues with inbound and outbound Contact Center functionality. This course is intended for those installing the Unified CCE solution, or those providing Level 3 solution support. This course also serves as a foundation for the two corresponding UCCE Administration courses, but is not a prerequisite. Students will learn enough about CCE scripting in this course to ensure system functionality only. A separate course exists for advanced scripting.

How you’ll benefit

This course will help you:

Gain an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting options.The Unified CCE software will be installed and the Unified CCE troubleshooting tools explored.

Who should enroll

The main audience for this course is the following: People with positions such as

Engineers involved in the configuration and maintenance of a Cisco Unified Contact Center Enterprise deployment, as well as Cisco Channel Partners looking to achieve the Cisco UCCE ATP

Course Prerequisites

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

· Understanding of basic networking and the relevant components.

· 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

· AUCCE1 – Administering Cisco Unified Contact Center Enterprise Part 1

· AUCCE2 – Administering Cisco Unified Contact Center Enterprise Part 2

Course Objectives

After taking this course, you should be able to:

· Identify the basic components and operations of the Unified CCE solution.

· Use the available UCCE tools to complete a basic UCCE system installation.

· Discuss the installation and configuration steps required to support agent functionality in a UCCE deployment.

· Install a basic CCE VXML Solution.

· Install, configure and run a CCE Outbound Option Campaign.

· Describe how to support CCE.

Course outline

Cisco Unified Contact Center Enterprise v10 Foundations

· Introducing UCCE

· Unified CCE Architecture and Components

· UCCE Terms, Routing and Additional Components

· Accessing UCCE Tools

Preparing UCCE for Basic IVR Scripting

· UCCE Protocols and Call Flows

· 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

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

Installing and Configuring CCE VXML Solution

· Basic VXML Functionality

· Installing and Configuring VXML Solution

· Exploring Courtesy Callback

Installing CCE Outbound Option

· Introduction to Outbound Option

· Outbound Option Installation and Configuration

· Configuring Outbound Option for Agent and IVR Campaigns

Supporting CCE

· ICM Processes

· Diagnostic Framework Suite

· UCCE Support

· Service Assurance

Duration

Instructor-led training: (5) days

Price

To consult

Cisco Learning Credits

To consult

INSTRUCTOR

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Lectures
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CURRICULUM

SECTION 1: INTRODUCTION TO HANDSTANDS

Parents, students and community members are invited to attend this meeting, which discusses educational issues at the high school and its middle and elementary schools. Schools in the Kerrington cluster are: Aldiger, Caramba, Chesterfield, Cutterey, Fraiser, Johnson, Antonio, Lorney Winston, Ramos, and Westford secondary schools

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