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Deploying Cisco Unified Contact Center Enterprise

This course is designed for system engineers involved in the day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product. Students will 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.

Target Audience:

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.

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Learning Objectives

After completing 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

Pre-Requisites

Attendees should meet the following prerequisites:

  • 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

Course Content

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

Exams & Certification

Recommended as preparation for exam (s) ;

  • 600-455 - Designing Cisco Unified Contact Center Enterprise Design (UCCED)
  • 600-460 - Implementing and Supporting Cisco Unified Contact Center Enterprise (UCCEIS)

Delegates looking to take these exams will also need to have studied the AUCCE1 and DUCCE courses

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