Cisco Unified Contact Center

DUCCE v1.0 - Deploying Cisco Unified Contact Center Enterprise Software v8.0

Duration: 5 Day Hands-on Lab &Lecture Course

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is an instructor-led course presented by training partners 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. 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.
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
      • 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 IP IVR
      • What Is Cisco Unified IP IVR?
      • Cisco Unified CCX Script Editor
      • Prompt and Script Management
      • Configuring Basic Objects in Cisco Unified IP IVR
      • 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 IP IVR 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 IP IVR
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