Network Training - Course Details

DUCCE-DCUCCE DUCCE - Deploying Cisco Unified Contact Center Enterprise

Network Training Course Description:
In this course, you'll gain an understanding of Cisco Unified Contact Center Enterprise (CCE) v8.0 deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting techniques. You will get hands-on practice installing and troubleshooting Unified CCE v8.0 software.
Network Training Course Duration:
5 DAYS
Network Training Course Target Audience:
Channel partners, resellers, and system engineers deploying and maintaining Unified CCE products,Customers involved with day-to-day interaction with the CCE product
Network Training Course Prerequisite:
Strong knowledge of Microsoft Windows Server 2003 and Active Directory
Course Content:

  • 1. Cisco Unified CCE v8.0 Overview

    • Benefits
    • Options
    • Deployment Models
      • Networks
      • QoS
      • Hardware and Software Compatibility
      • PPDIOO

  • 2. Component Architecture

    • Processes
      • Simple Startup
      • Simple Preroute Call Flow
      • ICM Processes
      • Simplex Central Controller Startup
      • Simplex Peripheral Gateway Startup
      • Administration and Data Server Startup
      • Configuration Change Sequence
    • Fault Tolerance
      • Goals
      • ICM Fault Tolerance Methods
      • Central Controller Initialization
      • Enabled and Disabled Synchronizer Messaging
      • Route Request Messaging
      • Loss of Private Network
      • Peripheral Gateway Communications
      • Central Controller Node Failure Scenarios

  • 3. Installation

    • System Peripheral Gateway Deployments
    • Call Flows
      • Parent-Child Call Flow Summaries
    • CUCM Integration
      • Terms
      • Configuring Basic Objects
    • Cisco Unified IP IVR Integration
      • Cisco Unified CCX Script Editor
      • Prompt and Script Management
      • Configuring Basic Objects
      • Call Flows
    • Installing the Main Installer
      • Domain Models
      • Domain Manager
      • ICM Instance
    • Central Controller Installation
      • Installing Router A
      • ICMDBA Tool
      • Installing Logger A
      • Administration and Data Servers
    • Peripheral Gateway Installation
      • Configuration
      • Setup
    • Agent Desktop Options
      • Cisco CTI Server
      • Cisco CTI OS Toolkit
      • Cisco Agent Desktop
      • CRM Connectors
    • CTI Services Installation
      • CTI Server Setup
      • CTI OS Server Setup
      • CTI OS Client Installation
    • Completing the Configuration
      • ACD Configurations
      • Translation Route Configuration
      • Basic ICM Script

  • 4. Database- and Application-Driven Routing Options

    • External Database Routing
      • Creating a Database
      • ICM Configuration
      • ICM Script
    • Application Gateway
      • Cisco Unified IP IVR Script
      • ICM Configuration

  • 5. Installing Cisco Outbound Option

    • Cisco Outbound Dialer Call Flows
    • Configuration and Installation
      • Campaign Configurations

  • 6. Reporting and Maintenance Tools

    • Cisco Unified Intelligence Center
      • Benefits and Features
      • Deployment Models and Licensing
      • Administration
    • Cisco Support Tools
      • Support Tools Utilities
      • Cisco Common Tools Examples
      • Support Tools Server and Node Installation
      • Using Support Tools
      • Working with Log Files
    • Cisco Unified Analysis Manager
      • Inventory
      • Tools
      • Administration

  • Lab 1: Configuring CUCM

  • Lab 2: Configuring Cisco Unified IP IVR

  • Lab 3: Installing the ICM Main Installer

  • Lab 4: Installing the ICM Central Controller

  • Lab 5: Installing the PG Generic Peripheral Gateway

  • Lab 6: Installing CTI Services

  • Lab 7: Completing the Installation

  • Lab 8: External Database Routing

  • Lab 9: Application Gateway

  • Lab 10: Cisco Outbound Option Installation

  • Lab 11: Cisco Support Tools Installation