Cisco Unified Contact Center Enterprise Deployment D v11.5 Training (UCCE)

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Cisco Unified Contact Center Enterprise Deployment D v11.5 Training (UCCE)

Introduction:

Cisco Unified Contact Center Enterprise Deployment D v11.5 Training (UCCE)

Cisco Unified Contact Center Enterprise Deployment D v11.5 Training (UCCE) is a 5-day instructor-led course that helps prepare learners to deploy the Cisco Unified CCE v11.5 solution. 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.

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.

Duration

5 days

Who Should Attend

The primary audience for this course is as follows:

Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center.
System and technical support engineers.
Day 1 and Day 2 support personnel.
Administrative and reporting personnel.

Class Prerequisites

This outlines the student and personal computer requirements to attend this class:

All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform with these capabilities:
Windows (preferred), Mac and Linux operating systems supported.
Access to the internet with speeds greater than 1 Mbps.
Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
Must have or the ability to install Cisco AnyConnect VPN software and Cisco IP Communicator.
Must have the ability to use Remote Desktop Connection for access to lab servers.
Headsets for audio communications can be helpful.
Working knowledge of Cisco networking and components such as routers and switches.
Working knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active
Directory environment.
Attendance in Cisco Unified CCE Administration classes or equivalent real world experience. This class will assume the student has a solid working knowledge of Cisco Unified CCE and its administration.
Cisco Unified Contact Center Enterprise Advanced Administration (UCCE-AA v11.5)
Cisco Unified Contact Center Enterprise Administration (UCCE-A v11.5)

What You Will Learn

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.

Course Outline

Module 1. Cisco Unified Contact Center Enterprise Overview

Lesson 1: Presenting Cisco Unified Contact Center Enterprise

Cisco Unified CCE Solutions
New/Deprecated Features and Enhancements
Cisco Unified CCE Reference Designs
Cisco Unified CCE Reference Design Specifications
Cisco Unified CCE Core Components
Optional Cisco Components
Optional Third-Party Components
Cisco Unified CCE Solution Integrated Features
Solution Administration
Compatibility

Lesson 2: Cisco Unified CCE Core Components

Cisco Unified Communications Manager

Cisco Unified CM Cluster Nodes
Cisco Unified CM Database Architecture
Intracluster Communications
Call Processing Subscriber Redundancy
CTI Manager Service
Partitions and Calling Search Spaces
Basic Call Handling
Agent Phones
Cisco Unified CCE/ICM

Definitions
Traditional ICM
Traditional ICM Deployment Models
ICM Components
ICM Databases
ICM Terms
Cisco Unified CVP
Cisco Unified CVP Product Components
Additional Component
Cisco Unified CVP Functional Deployment Models

Lesson 3: Cisco Unified CCE Options

Optional Cisco Unified CCE Components
Cisco Unified CCE Third-Party Components
Cisco Unified CCE Integrated Features
Solution Administration

Lesson 4: Basic Call Flow Models

Call Flow Types
Traditional ICM Pre-route
Traditional ICM Post-route
Cisco Unified CCE Call Flow
Traditional ICM Translation Routing
Translation Route to VRU

Module 2. Cisco Unified CCE Protocols, Processes, and Services

Lesson 1: Cisco Unified CM

Cisco Unified CM Architecture
Cisco Unified CM Fault Tolerance

Lesson 2: Cisco Unified CCE/Intelligent Contact Manager

ICM Architecture
ICM Processes and Services
ICM Fault Tolerance

Lesson 3: Cisco Unified CVP

CVP Architecture
CVP Fault Tolerance

Module 3. Installing Cisco Unified Communications Manager

Lesson 1: Installation Prerequisites

Network
Platform
Software
Browser
Username and Password
Licensing
Required Installation Information

Lesson 2: Cisco Unified CM Installation

Installation Types
Pre-installation Tasks
Install CUCM

Lesson 3: Post-installation Configurations4

Licensing
Service Activation

Lesson 4: Creating Basic Infrastructure

Regions
Device Pools
Partitions
Calling Search Spaces
Trunks
Route Groups
Route Lists
Route Patterns
IP Phones
Application User Accounts

Lesson 5: Upgrading Cisco Unified CM

Understanding Upgrades and Migrations
Requirements and Limitations
Supported Upgrade Paths
Upgrade Sequence and Timing
Pre-Upgrade Tasks
Upgrade Procedures

Module 4. Installing Intelligent Contact Manager

Lesson 1: Installation Requirements

Platform
Network
Software
VM
Compatibility

Lesson 2: Pre-installation Tasks

Set Up Active Directory and DNS
Set Up Virtual Machines
Set Up Third Party Software

Lesson 3: Install the Main Installer

Install the ICM Software Installer
Set Up Organizational Units
Add Users to Security Groups

Lesson 4: Install the Central Controller

Add ICM Instance
Create the Logger Database
Set Up the ICM Router
Set Up the ICM Logger

Lesson 5: Install the Administration and Data Server

Create the HDS Database
Set Up the Administration and Data Server
Start Central Controller
Set the Deployment Type and Congestion Control

Lesson 6: Install the Peripheral Gateway

Configure the PG for CUCM
Configure the PG for Cisco Unified CVP
Set Up the PG for CUCM
Set Up the PG for Cisco Unified CVP
Install the JTAPI Client for Cisco Unified CM PG

Lesson 7: Install CTI Services

Set Up CTI Server

Lesson 8: Cisco Finesse

Finesse Agent Desktop
Finesse IP Phone Agent
Installation Requirements
Install Finesse
Finesse Configurations
Upgrading Finesse

Lesson 9: Upgrading ICM

Multistage Upgrades
Pre-Upgrade Overview
Upgrade Overview

Module 5. Installing Cisco Unified CVP

Lesson 1: Installation Prerequisites

CVP Server
Ops Console
Reporting Server
Call Studio

Lesson 2: Install the CVP Server

Ops Console
CVP Server
Reporting Server
Remote Operations
License CVP Components

Lesson 3: Configure Cisco Unified CVP Components

Call Server
VXML Server
Media Server
Reporting Server
Gateways
Cisco Unified CM
ICM
ASR/TTS

Lesson 4: Upgrading Cisco Unified CVP Upgrade Path

Upgrade Strategies
Upgrade VM
Upgrade Windows
Upgrade CVP

Module 6. Installing and Configuring Cisco Unified CCE Options

Lesson 1: Cisco Outbound Option

Enable Outbound Option
Add Outbound Database
Configure the Media Routing PG and Dialer Peripheral
Configure the Dialer
Set Up the Media Routing PG and Dialer
Outbound Option Configurations

Lesson 2: Cisco Unified Intelligence Center

Installation Prerequisites
Install CUIC
Import Stock Reports
CUIC Configurations
Upgrading CUIC

Module 7. Supporting Cisco Unified CCE

Lesson 1: Maintenance Activities

Back-up and Restore
Database Purge

Lesson 2: UCCE Troubleshooting Tools

RTMT
Diagnostic Framework
System CLI
ICM Command Line Tools
Syslog and SNMP

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