Network Training - Course Details

DBCUCCESCVPE Deploying and Building Cisco Unified Contact Center Enterprise Software for CVP Environments

Network Training Course Description:
Deploying and Building Cisco Unified Contact Center Enterprise for CVP Environments (DBUCCE-CVP) is an instructor-led course presented by our Instructors to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.0 (CCE) product deployed in a CVP environment. This course will give you an understanding of the Unified CCE v8.0 deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting. We will accomplish this by installing the Unified CCE v8.0 software, building a fully functional CCE with CVP solution, and introducing Unified CCE v8.0 troubleshooting tools. This course will prepare students to be more effective in a follow on CVPI or AUCCE-CVP course, which require that the learner be familiar with the basic operation of Unified CCE (ICM).
Network Training Course Duration:
5 DAYS
Network Training Course Target Audience:
Cisco Unified Communications system channel partners and resellers,System engineers,Customers deploying and maintaining Cisco Unified Contact Center Enterprise products
Network Training Course Prerequisite:
Working knowledge of basic networking and components (router, switch, NIC),Working knowledge of Microsoft Windows Server 2003 deployed within an Active Directory environment
Course Content:

  • Module 1: Cisco Unified Contact Center Enterprise for CVP v8.0 Overview

    Lesson 1: Presenting Cisco Unified Contact Center Enterprise 8.0

    • About Cisco Unified CCE 8.0
    • Benefits of Cisco Unified CCE 8.0
    • Cisco Unified CCE 8.0 Options

  • Lesson 2: Exploring Cisco Unified CVP

    • What Is Cisco Unified CVP?
    • Why Use Cisco Unified CVP?
    • Features of Cisco Unified CVP
    • Cisco Unified CCE v8.0 Networks
    • Cisco Unified CCE v8.0 QoS
    • Cisco Unified CCE v8.0 Hardware and Software Compatibility
    • Introduction to PPDIOO

  • Lesson 3: Exploring Deployment Models and Call Flows

    • Geographical and Deployment Model Overview
    • Cisco Unified CVP Standalone Deployment and Call Flows
    • Cisco Unified CVP Call Director Deployment and Call Flows
    • Cisco Unified CVP Comprehensive Model and Call Flow
    • Cisco Unified CVP VRU-Only Deployment and Call Flow
    • Viewing a Call Flow

  • Module 2: Cisco Unified Contact Center Enterprise v8.0 Component Architecture

    Lesson 1: Understanding Cisco Unified Contact Center Enterprise v8.0 Processes

    • Simple Startup
    • Simple Pre-route Call Flow
    • ICM Processes
    • Simplex Central Controller Startup
    • Simplex Peripheral Gateway Startup
    • Administration & Data Server Startup
    • Configuration Change Sequence

  • Lesson 2: Understanding Cisco Unified Contact Center Enterprise v8.0 Fault Tolerance

    • Fault Tolerance Goals
    • ICM Fault Tolerance Methods
    • Central Controller Initialization
    • Enabled Synchronizer Messaging
    • Disabled Synchronizer Messaging
    • Route Request Messaging
    • Loss of Private Network
    • Peripheral Gateway Communications
    • Central Controller Node Failure Scenarios

  • Module 3: Installing Cisco Unified Contact Center Enterprise v8.0

    Lesson 1: Installing the Cisco Unified CCE v8.0 Main Installer

    • Domain Models
    • Main Installer Installation
    • Domain Manager
    • ICM Instance

  • Lesson 2: Installing the Central Controller

    • Installing Router A
    • ICMDBA Tool
    • Installing Logger A
    • Administration & Data Servers

  • Lesson 3: Installing the Peripheral Gateway

    • Peripheral Gateway Configuration
    • Peripheral Gateway Setup

  • Lesson 4: Upgrading, Installing, and Configuring Cisco Unified CVP Software

    • Cisco Unified CVP 8.0 Installation Overview
    • Configuring NTP for a Cisco Unified CVP Deployment
    • Cisco Unified CVP Installation
    • Cisco Unified CVP System Management
    • Initial Cisco Unified CVP Call Server Setup and Configuration
    • Verifying the Cisco Unified CVP Installation
    • Cisco Unified CVP Licensing
    • Cisco Unified CVP Upgrades

  • Lesson 5: Configuring Cisco IOS Gateways for Cisco Unified CVP (SIP and H.323)

    • Gateway Overview
    • Gateway Signaling Fundamentals
    • Configuring SIP
    • Configuring H.323
    • Configuring the Cisco Unified CVP Operations Console Steps on a Cisco IOS Gateway
    • Configuring Cisco IOS Gateways

  • Lesson 6: Configuring Cisco Unified Communications Manager for Cisco Unified CVP

    • Cisco Unified Communications Manager Configuration Tasks
    • Cisco Unified Communications Manager Configuration for SIP

  • Lesson 7: Agent Desktop Options

    • Cisco CTI Server
    • Cisco CTI OS Toolkit
    • Cisco Agent Desktop
    • CRM Connectors

  • Lesson 8: Installing CTI Services

    • CTI Server Setup
    • CTI OS Server Setup
    • CTI OS Client Installation

  • Module 4: Database and Application Driven Routing Options

    Lesson 1: Introducing Scripting

    • General Scripting Concepts
    • Cisco Unified CVP Script Editors
    • Scripting Overview
    • Media Server Files

  • Lesson 2: External Database Routing

    • Creating a Database
    • ICM Configuration
    • ICM Script

  • Lesson 3: Application Gateway

    • Application Gateway Overview
    • ICM Configuration

  • Module 5: Installing Cisco Outbound Option

    Lesson 1: Cisco Outbound Option Overview

    • Cisco Outbound Option Basics
    • Cisco Outbound Dialer Call Flows

  • Lesson 2: Cisco Outbound Option Installation

    • Configuration and Installation Summary
    • Configuration and Installation
    • Campaign Configurations

  • Module 6: Reporting and Maintenance Tools

    Lesson 1: Cisco Unified Intelligence Center Overview

    • Benefits and Features
    • Deployment Models and Licensing
    • Administration

  • Lesson 2: Cisco Diagnostic Framework

    • Diagnostic Framework Overview
    • Cisco Unified Analysis Manager Overview
    • UCCE Diagnostic Portico
    • Unified System CLI
    • Traditional CLI tools overview – RTTest, OPCTest, dumplog
    • VRUTrace

  • Lesson 3: CVP Troubleshooting

    • Troubleshooting Overview
    • Device and Service Status
    • Ingress and Egress Cisco IOS Gateway
    • Troubleshooting Tools for the VXML Gateway
    • Troubleshooting Cisco Unified ICM Enterprise
    • Troubleshooting Transfers
    • Cisco Unified CVP Support Resources

  • Lab Outline

    • Lab 3-1: Installing the ICM Main Installer – Add Router/Logger/AdminDataServer
    • Lab 3-2: Installing the PG Generic Peripheral Gateway
    • Lab 3-3: Installing the CVP Call Server and Ops Console
    • Lab 3-4: Using the Ops Console to Deploy a VXML Gateway Template
    • Lab 3-5: Configuring Cisco Unified Communications Manager
    • Lab 3-6: Installing CTI Services, Server and Client
    • Lab 3-7: Completing the Installation – Calls to Agents and subsequent transfers
    • Lab 4-1: External Database Routing via the DBLookup function
    • Lab 4-2: Application Gateway
    • Lab 5-1: Cisco Outbound Option Installation
    • Lab 6-1: Troubleshooting Tools Exercise