Cisco Unified Contact Center

DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP

Duration: 5 Day Hands-On Lab & Lecture Course

Description
Deploying Unified Contact Center Enterprise v8.0 with CVP (DUCC-CVP v8.0) is an instructor-led course for system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.0 (CCE) product using Cisco Unified CVP. This course will give you an understanding of the Unified CCE v8.0 deployment capabilities, processes, fault tolerance, installation, and performing basic troubleshooting. We will accomplish this by installing the Unified CCE v8.0 software and introducing Unified CCE v8.0 troubleshooting tools.
Objectives
Upon completing this course, the learner will be able to meet these overall objectives:

  • Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, processes, and its environment
  • Install and configure a Cisco Unified CCE v8.0 system
  • Create routing options using an external SQL database and an Application Gateway
  • Install and configure Cisco Outbound Option
  • Install and utilize Cisco Support Tools, Cisco Analysis Manager, and Cisco Unified Intelligence Center

 Course Outline


Module 1: Cisco Unified Contact Center Enterprise v8.0 Overview
Lesson 1: Presenting Cisco Unified Contact Center Enterprise v8.0
  • About Cisco Unified CCE v8.0
  • Benefits of Cisco Unified CCE v8.0
  • Cisco Unified CCE v8.0 Options

Lesson 2: Cisco Unified Contact Center Enterprise v8.0 Deployment Models

  • Deployment Models
  • Cisco Unified CCE v8.0 Networks
  • Cisco Unified CCE v8.0 QoS
  • Cisco Unified CCE v8.0 Hardware and Software Compatibility
  • Introduction to PPDIOO

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 Preroute Call Flow with CVP
  • 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: Introduction

  • System Peripheral Gateway Deployments
  • Call Flows
  • Parent-Child Call Flow Summaries
  • Module 3 Labs

Lesson 2: Integrating Cisco Unified Communications Manager

  • What Is Cisco Unified Communications Manager?
  • Terms Used in Cisco Unified Communications Manager
  • Configuring Basic Objects in Cisco Unified Communications Manager

Lesson 3: Integrating Cisco Unified CVP

  • What Is Cisco Unified CVP?
  • Configuring Cisco Unified CVP
  • Call Flows

Lesson 4: Installing the Cisco Unified CCE v8.0 Main Installer

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

Lesson 5: Installing the Central Controller

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

Lesson 6: Installing the Peripheral Gateway

  • Peripheral Gateway Configuration
  • Peripheral Gateway Setup

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

Lesson 9: Completing the Configuration

  • ACD Configurations
  • Translation Route Configuration
  • Basic ICM Script

Module 4: Database and Application Driven Routing Options
Lesson 1: External Database Routing

  • Creating a Database
  • ICM Configuration
  • ICM Script

Lesson 2: Application Gateway

  • Application Gateway Overview
  • Cisco Unified CVP Script
  • 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 Support Tools

  • Cisco Support Tools Overview
  • Support Tools Utilities
  • Cisco Common Tools Examples
  • Support Tools Server Installation
  • Support Tools Node Installation
  • Using Support Tools
  • Working with Log Files

Lesson 3: Cisco Unified Analysis Manager

  • Cisco Unified Analysis Manager Overview
  • Inventory
  • Tools
  • Administration

Lab Outline
Lab 3-1: Configuring Cisco Unified Communications Manager
Lab 3-2: Configuring Cisco Unified CVP
Lab 3-3: Installing the ICM Main Installer
Lab 3-4: Installing the ICM Central Controller
Lab 3-5: Installing the PG Generic Peripheral Gateway
Lab 3-6: Installing CTI Services
Lab 3-7: Completing the Installation
Lab 4-1: External Database Routing
Lab 4-2: Application Gateway
Lab 5-1: Cisco Outbound Option Installation
Lab 6-1: Cisco Support Tools Installation