Cisco® Unified Contact Center Enterprise Deployment v11.5 (UCCE-D)
E-Learning
Description
This course will provide the student with the underlying knowledge to understand deployment design solutions, requirements for deployment, and how to install and configure all major Cisco Unified CCE components. As a part of deployment activities, the student will understand how to install and integrate Intelligent Contact Manager (ICM) with Active Directory, how to install and integrate Cisco Unified CVP components using an IOS-based voice browser and Cisco Virtualized Voice Browser (Cisco VVB), how to install and integrate Cisco Finesse, how to install and integrate Cisco Unified Intelligence Center with Active Directory and associated Data Sources for reporting purposes, and how to install and configure Agent- and IVR-based Outbound Option dialing campaigns. And finally, the student wil
This course will provide the student with the underlying knowledge to understand deployment design solutions, requirements for deployment, and how to install and configure all major Cisco Unified CCE components. As a part of deployment activities, the student will understand how to install and integrate Intelligent Contact Manager (ICM) with Active Directory, how to install and integrate Cisco Unified CVP components using an IOS-based voice browser and Cisco Virtualized Voice Browser (Cisco VVB), how to install and integrate Cisco Finesse, how to install and integrate Cisco Unified Intelligence Center with Active Directory and associated Data Sources for reporting purposes, and how to install and configure Agent- and IVR-based Outbound Option dialing campaigns. And finally, the student will learn how to setup and use troubleshooting tools including RTMT, System CLI, Diagnostic Framework, and ICM command-line utilities to find status information and log files, and to track a call from the point of entry to the agent desktop.
Upon completing this course, the learner will be able to meet these overall objectives:
Understand CCE solutions, architecture, solution options, deployment models, integrated features and call flow options.
Understand underlying Cisco Unified CCE processes, messaging and fault tolerance schemes.
Install, upgrade and make basic configurations in Cisco Unified Communications Manager.
Install, create databases, integrate, and upgrade all ICM components to include the ICM Router, Logger, Administration & Data Server, Peripheral Gateways, CTI Gateway and Cisco Finesse.
Install, integrate, configure, and upgrade Cisco Unified CVP components to include the CVP Call Server, Voice XML Server, Media Server, Reporting Server and Cisco VVB.
Install, upgrade, and make configurations for Cisco Unified Intelligence Center and Cisco Outbound Option Agent- and IVR-based campaigns.
The primary audience for this course is as follows:
Cisco Unified Communications system channel partners and resellers.
System and technical support engineers.
Customers who are deploying and maintaining Cisco Unified CCE solution products.
| Lesson Id | Title | Description |
|---|---|---|
| 1 | Cisco Unified Contact Center Enterprise Overview |
Lesson 1: Presenting Cisco Unified Contact Center Enterprise Lesson 2: Cisco Unified CCE Core Components Lesson 3: Cisco Unified CCE Options Lesson 4: Basic Call Flow Models |
| 2 | Cisco Unified CCE Protocols, Processes and Services |
Lesson 1: Cisco Unified CM Lesson 2: Cisco Unified CCE/Intelligent Contact Manager Lesson 3: Cisco Unified CVP |
| 3 | Installing Cisco Unified Communications Manager |
Lesson 1: Installation Prerequisites Lesson 2: Cisco Unified CM Installation Lesson 3: Post-installation Configurations Lesson 4: Creating Basic Infrastructure Lesson 5: Upgrading Cisco Unified CM |
| 4 | Installing Intelligent Contact Manager |
Lesson 1: Installation Requirements Lesson 2: Pre-installation Tasks Lesson 3: Install the Main Installer Lesson 4: Install the Central Controller ?Lesson 5: Install the Administration and Data Server Lesson 6: Install the Peripheral Gateway Lesson 7: Install CTI Services |
| 5 | Installing Cisco Unified CVP |
Lesson 1: Installation Prerequisites Lesson 2: Install the CVP Server Lesson 3: Configure Cisco Unified CVP Components Lesson 4: Upgrading Cisco Unified CVP Upgrade Path |
| 6 | Installing and Configuring Cisco Unified CCE Options |
Lesson 1: Cisco Outbound Option Lesson 2: Cisco Unified Intelligence Center |
| 7 | Supporting Cisco Unified CCE |
Lesson 1: Maintenance Activities Lesson 2: UCCE Troubleshooting Tools |
Self-Paced
Free
This course includes: :
Full lifetime access