Description
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.
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
Prerequisites
The knowledge and skills that a learner must have before attending this course are as follows:
Attended one of the following classes:
Cisco Unified Contact Center Enterprise Administration (AUCCE) v1.0 or Cisco ICM Product Training Part 1 (ICMPT1) v7.0
Have a strong knowledge of Microsoft Windows Server 2003 and Active Directory
Who Should Attend
The primary audience for this course is as follows:
Cisco Unified Communications system channel partners and resellers, and system engineers
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
