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

Related Courses

We can arrange to deliver all our public courses at your premises. In-house training offers advantages over booking public courses including:

cost savings
avoidance of travel expenses
tailoring to meet specific needs

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