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Email : info@voicebootcamp.com 
Tel: +1-877-814-4489

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DUCCE - Deploying Unified Contact Center Enterprise v11.5 with CVP

Code : 1024-04
Course Fee : $3,999 USD
Number of Days: 5 Days

Cisco Learning Credit: Not Accepted
Course Details: Download

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Overview

Deploying and Building Cisco Unified Contact Center Enterprise for CVP Environments is an instructor-led course presented by our Instructors to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise 11.5 (CCE) product deployed in a CVP environment. This course will give you an understanding of the Unified CCE v11.5 deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting. We will accomplish this by installing the Unified CCE v11.5 software, building a fully functional CCE with CVP solution, and introducing Unified CCE 11.5 troubleshooting tools.

Why VoiceBootcamp

downloadarrow 5 Days Instructor Led Training with 24/7 Access to Lab
downloadarrow 70% Hands On - 30% Theory
downloadarrow Practice Lab with 200 hours of free UCCE Rack Rental downloadarrow Each Student Gets Dedicated POD of 2 UC Clusters
downloadarrow Complete UCCE Deployment Self-Study Kit downloadarrow Small Class up to max 6 Students
downloadarrow Full Duplex Environment - 8 to 10 VM Servers downloadarrow 24/7 Access to lab during class
downloadarrow Free RETAKE Until You Pass The Lab - Even Remotely downloadarrow Each Student install, configure and build from scratch

What Will You Learn?

  •   70% Hands on 30% Theory
  •   Integrate Cisco UCCE with CUCM 11.5
  •   Integrate Cisco UCCE with Finesse
  •   Integrate Cisco UCCE with CUIC Reporting
  •   Configure Precious Routing
  •   Creating basic UCCE Scripts for full call center
  •   How to troubleshoot Cisco UCCE Solutions

Schedules

10 Days Advanced Cisco UCCE Training - Las Vegas or Online
05-20-2019 9:00 am
Cisco UCCE Deployment Training w/ CVP - Dubai or Online
06-02-2019 9:00 am
10 Days Advanced Cisco UCCE Training - Toronto or Online
06-03-2019 9:00 am
10 Days Advanced Cisco UCCE Training - Bangkok Or Online
06-17-2019 9:00 am
Cisco UCCE Deployment Training w/ CVP - Online/Las Vegas
06-24-2019 9:00 am

USA | Canada | Asia Pac | Europe Dubai

Cisco UCCE Training POD for Each Student

Cisco UCCE Network Diagram2


Course Outline

  • 1. Course Introduction
    • Overview
    • Course Goal and Objectives
    • Course Flow
    • Additional References
    • Your Training Curriculum
  • 2. Cisco Unified Contact Center Enterprise v11.5 Foundations
    • Introducing UCCE
    • Unified CCE Architecture and Components
    • UCCE Terms, Routing, and Additional Components
    • Accessing UCCE Tools
  • 3. Preparing UCCE for Basic IVR Scripting
    • UCCE Protocols and Call Flows
    • Introducing the Unified CCE Main Installer
    • Central Controller Installation<l/i>
    • Configuring ICM for CVP
    • Configuring CVP for UCCE
    • UCCE Voice Gateway Internetworking Considerations
    • Basic IVR Scripting with Micro apps
  • 4. Preparing UCCE for Basic Agent Functionality
    • Configure UCM to Support UCCE
    • Installing UCCE CTI Software
    • UCCE Configuration and Scripting for Additional Agent and IVR Functionality
    • Enabling Transfers and RONA
  • 5. Installing and Configuring CCE VXML Solution
    • Basic VXML Functionality
    • Installing and Configuring VXML Solution
    • Exploring Courtesy Callback
  • 6. Installing CCE Outbound Option
    • Introduction to Outbound Option
    • Outbound Option Installation and Configuration
    • Outbound Option Installation and Configuration
    • Configuring Outbound Option for Agent and IVR Campaigns
  • 7. Supporting CCE
    • ICM Processes
    • Diagnostic Framework Suite
    • UCCE Support
    • Service Assurance

Lab Outline

  •   Lab 1 - Standard - Preparing Windows 2012 R2 64bit Server For UCCE Component
  •   Lab 2 - Standard - Installing Microsoft SQL Server 2014 For UCCE Deployment
  •   Lab 3 - Standard - Preparing Microsoft Active Directory and Join Members to AD
  •   Lab 4 - Standard - Installing Cisco Unified CCE 11.5 Base Software
  •   Lab 5 - Standard - Getting Started with UCCE Tools and Services
  •   Lab 6 - Standard - Setting up Instance for Single or Multiple Customer
  •   Lab 7 - Standard - Deploying Cisco Unified CCE 11.5 - Router
  •   Lab 8 - Standard - Deploying Cisco Unified CCE 11.5 - Logger
  •   Lab 9 - Standard - Deploying Cisco Unified CCE 11.5 - Administration & Data
  •   Lab 10 - Standard - Deploying Peripheral Gateway (PG) for Cisco Unified CM
  •   Lab 11 - Standard - Deploying Peripheral Gateway (PG) for CVP
  •   Lab 12 - Standard - Deploying CTI Server & Cisco Finesse
  •   Lab 13 - Standard - Creating Agent & Skills Group
  •   Lab 14 - Standard - Call Type & Dialed Number (DN) & Router Log Viewer
  •   Lab 15 - Standard - Device Target - Add IP Phone as a Device Target
  •   Lab 16 - Standard - Create a Basic UCCE Script to route calls to an IP Phone
  •   Lab 17 - Standard - Enable Expanded Call Context Variable & Create Customized Variable
  •   Lab 18 - Standard - Configuring CVP Server as an IP IVR for UCCE
  •   Lab 19 - Standard - Configure Voice XML Gateway & Media Server for CVP & UCCE
  •   Lab 20 - Standard  - Creating Network VRU Scripts for Cisco UCCE Scripting
  •   Lab 21 - Standard - Creating Network VRU Scripts for Cisco UCCE Scripting
  •   Lab 22 - Standard - Cisco Finesse - Agent Desktop - Screen Pop
  •   Lab 23 - Standard - Configuring Agent Reason Code in Finesse
  •   Lab 24 - Standard - Managing Team Resource in Cisco Finesse
  •   Lab 25 - Standard - How to manage Database
  •   Lab 26 - Standard - System CLI
  •   Lab 27 - Standard - How to use Diagnostic Framework Portico to troubleshoot
  •   Lab 28 - Standard - Basic Troubleshooting - Task - Agent Label Not Define
  •   Lab 29 - Standard - Basic Troubleshooting - Task - CVP Unable to Route Calls
  •   Lab 30 - Standard - Basic Troubleshooting - VXML Gateway Not Matching Dial Peer

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Who needs to attend

  •   IT Professionals
  •   Network Engineers
  •   IT Managers

Delivery format options

  •   Classroom or Online via Webinar - Instructor led training.
  •   Any class you can join online in case if you are unable to travel.

Prerequisites

  •   Basic knowledge of CUCM, Unity Connection, and router administrative tasks
  •   CCNP or equivalent knowledge
  •   Working knowledge of converged voice and data networks
  •   Basic knowledge of Cisco IOS gateways
  •   Working Experience of 2 Years in such product or CCNP Collaboration Training

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