DUCCE Training

DUCCE (Deploying Cisco Unified Contact Center Enterprise) v2 is a five-day instructor-led course that will teach you to deploy the Unified CCE v10.0 solution including installation, and using troubleshooting tools to identify issues with inbound and outbound Contact Center functionality. This course is intended for those installing the Unified CCE solution, or those providing Level 3 solution support. Students will learn enough about CCE scripting in this course to ensure system functionality only.

**Course is running v11 of Unified CCE on select dates**

Exam Number:
600-455
Exam Name:
Designing Cisco Unified Contact Center Enterprise
Certifications:
Cisco Unified Contact Center Enterprise Specialist
Duration:
5 Days

Upcoming Dates

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Class Date Class Hours Location GTR Price  
Date Range Date Range Live Online $4195.00 Register Quote
Date Range Date Range Live Online $4195.00 Register Quote

What's Included

  • Comprehensive study materials and official Cisco courseware
  • Remote lab access

Prerequisites

  • AUCCE Part 1
  • A strong knowledge of Microsoft Windows Server 2003 and Active Directory.

Course Objectives

After completing this course, you will be able to:

  • Identify the basic components and operations of the Unified CCE solution.
  • Use the available UCCE tools to complete a basic UCCE system installation.
  • Discuss the installation and configuration steps required to support agent functionality in a UCCE deployment.
  • Install a basic CCE VXML Solution.
  • Install, configure and run a CCE Outbound Option Campaign.
  • Describe how to support CCE.

Course Outline

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • Lesson 3: UCCE Terms, Routing and Additional Components
  • Lesson 4: Accessing UCCE Tools

Module 2: Preparing UCCE for Basic IVR Scripting

  • Lesson 1: UCCE Call Flows and Protocols
  • Lesson 2: Using Domain Manager
  • Lesson 3: Introducing the Unified CCE Main Installer
  • Lesson 4: Central Controller Installation
  • Lesson 5: Installing Admin Data Servers and Clients
  • Lesson 6: Configuring ICM for CVP
  • Lesson 7: Configuring CVP for UCCE
  • Lesson 8: UCCE Voice Gateway Internetworking Considerations
  • Lesson 9: Basic IVR Scripting with Microapps

Module 3: Preparing UCCE for Basic Agent Functionality

  • Lesson 1: Configure UCM to Support UCCE
  • Lesson 2: Installing UCCE CTI Software
  • Lesson 3: UCCE Configuration and Scripting for Additional Agent and IVR Functionality
  • Lesson 4: Enabling Transfers and RONA

Module 4: Installing and Configuring CCE VXML Solution

  • Lesson 1: Basic VXML Functionality
  • Lesson 2: Installing and Configuring VXML Solution
  • Lesson 3: Exploring Courtesy Callback

Module 5: Installing CCE Outbound Option

  • Lesson 1: Introduction to Outbound Option
  • Lesson 2: Outbound Option Installation and Configuration
  • Lesson 3: Configuring Outbound Option for Agent and IVR Campaigns

Module 6: Supporting CCE

  • Lesson 1: ICM Processes
  • Lesson 2: Diagnostic Framework Suite
  • Lesson 3: UCCE Support
  • Lesson 4: Service Assurance

Labs

  • Lab 1: Overview of UCCE Lab Environment
  • Lab 2: Explore Voice Gateway
  • Lab 3: Explore CVP and ICM Servers
  • Lab 4: Install the ICM Main Installer
  • Lab 5: Install ICM Central Controller and Admin Data Server/HDS
  • Lab 6: Configure/Install PG for CVP and UCM
  • Lab 7: Install, Configure and License CVP Components
  • Lab 8: Configure IOS Voice Gateway for CVP
  • Lab 9: Configure ICM for CVP Scripting
  • Lab 10: Prepare a Simple CVP Test Script
  • Lab 11: Use ICM Tools to Observe Script Progress
  • Lab 12: ICM Scripting with Microapps
  • Lab 13: Configure ICM for Basic Agent Functionality
  • Lab 14: Install CTI Components
  • Lab 15: CTI Route Point Initiated Calls
  • Lab 16: Configure Calls Using SIP with Proxy (Optional)
  • Lab 17: Configure Courtesy Callback (CCB)
  • Lab 18: Install and Configure Cisco Outbound Option - SIP
  • Lab 19: Using Troubleshooting Tools
  • Lab 20: Troubleshooting Lab