Cisco® Unified Contact Center Enterprise Deployment v11.5 (UCCE-D)
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.
Course Objectives
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.
Agenda
- 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
- Lesson 1: Cisco Unified CM
- Lesson 2: Cisco Unified CCE/Intelligent Contact Manager
- Lesson 3: Cisco Unified CVP
- 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
- 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
- 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
- Lesson 1: Cisco Outbound Option
- Lesson 2: Cisco Unified Intelligence Center
- Lesson 1: Maintenance Activities
- Lesson 2: UCCE Troubleshooting Tools
FREE
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Course Type: Instructor Led