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Deploying Cisco Unified Contact Center Enterprise v12

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Cisco UCCE Deployment Training - with CVP 12

Deploying Cisco Unified Contact Center Enterprise Software v12

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 12 (CCE) product deployed in a CVP environment. This course will give you an understanding of the Unified CCE v12 deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting. We will accomplish this by installing the Unified CCE v12 software, building a fully functional CCE with CVP solution, and introducing Unified CCE 12 troubleshooting tools.

What is Included?

  • 5 Days Instructor Led Training In Class or Online Access
  • 200 Hours of Lab Access For Continue Practice
  • Free Retake for up to 2 years
  • Full UCCE Study Kits (value of $2.499 US for free)
  • 24/7 Access during lab
  • Email & Online Support
  • Take Class Online if unable to attend lectures

Course Information

  • Code : 1024-06
  • Course Fee: $3,495 USD*
  • Number of Days: 5 Days
  • Cisco Learning Credit: Not Accepted
  • Language: English


  • CICD - Implementing Cisco Collaborative Devices
  • CIVND2 – Implementing Cisco Video Network Devices, Part 2 v1.0
  • CCNP Collaboration Level Knowledge
  • 4+ years of experience in Cisco Networking
  • Basic Knowledge of IVR Platform


  • Network professionals who install, configure, and manage Cisco collaboration solutions
  • Network Engineer
  • System Engineer

Course Agenda

Presenting the Cisco Unified Contact Center Enterprise

  • Cisco Unified CCE Solutions
  • New/Deprecated Features and Enhancements
  • Cisco Unified CCE Reference Designs
  • Cisco Unified CCE Reference Design Specifications
  • Cisco Unified CCE Core Components
  • Optional Cisco Components
  • Optional Third-Party Components
  • Cisco Unified CCE Solution Integrated Features
  • Solution Administration
  • Compatibility

Cisco Unified CCE Core Components

  • Cisco Unified Communications Manager
  • Cisco Unified CM Cluster Nodes
  • Cisco Unified CM Database Architecture
  • Intracluster Communications
  • Call Processing Subscriber Redundancy
  • CTI Manager Service
  • Partitions and Calling Search Spaces
  • Basic Call Handling
  • Agent Phones

Cisco Unified CCE/ICM

  • Definitions
  • Traditional ICM
  • Traditional ICM Deployment Models
  • ICM Components
  • ICM Databases
  • ICM Terms
  • Cisco Unified CVP
  • Cisco Unified CVP Product Components
  • Additional Component
  • Cisco Unified CVP Functional Deployment Models

Cisco Unified CCE Options

  • Optional Cisco Unified CCE Components
  • Cisco Unified CCE Third-Party Components
  • Cisco Unified CCE Integrated Features
  • Solution Administration
  • Lesson 4: Basic Call Flow Models

Call Flow Types

  • Traditional ICM Pre-rout
    Traditional ICM Post-route
  • Cisco Unified CCE Call Flow
  • Traditional ICM Translation Routing
  • Translation Route to VRU
  • Cisco Unified CCE Protocols, Processes, and Services

Cisco Unified CM

  • Cisco Unified CM Architecture
  • Cisco Unified CM Fault Tolerance

Cisco Unified CCE/Intelligent Contact Manager

  • ICM Architecture
  • ICM Processes and Services
  • ICM Fault Tolerance

Cisco Unified CVP

  • CVP Architecture
  • CVP Fault Tolerance

Installation Requirements

  • Platform
  • Network
  • Software
  • VM
  • Compatibility

Pre-installation Tasks

  • Set Up Active Directory and DNS
  • Set Up Virtual Machines
  • Set Up Third Party Software

Install the Main Installer

  • Install the ICM Software Installer
  • Set Up Organizational Units
  • Add Users to Security Groups

Install the Central Controller

  • Add ICM Instance
  • Create the Logger Database
  • Set Up the ICM Router
  • Set Up the ICM Logger

Install the Administration and Data Server

  • Create the HDS Database
  • Set Up the Administration and Data Server
  • Start Central Controller
  • Set the Deployment Type and Congestion Control

Install the Peripheral Gateway

  • Configure the PG for CUCM
  • Configure the PG for Cisco Unified CVP
  • Set Up the PG for CUCM
  • Set Up the PG for Cisco Unified CVP
  • Install the JTAPI Client for Cisco Unified CM PG

Install CTI Services

  • Set Up CTI Server

Lesson 8: Cisco Finesse

  • Finesse Agent Desktop
  • Finesse IP Phone Agent
  • Installation Requirements
  • Install Finesse
  • Finesse Configurations
  • Upgrading Finesse

Upgrading ICM

  • Multistage Upgrade
  • Pre-Upgrade Overview
  • Upgrade Overview

Installing Cisco Unified CVP

Installation Prerequisites

  • CVP Server
  • Ops Console
  • Reporting Server
  • Call Studio

Install the CVP Server

  • Ops Console
    CVP Server
  • Reporting Server
  • Remote Operations
  • License CVP Components

Configure Cisco Unified CVP Components

  • Call Server
  • VXML Server
  • Media Server
  • Reporting Server
  • Gateways
  • Cisco Unified CM
  • ICM

Installing and Configuring Cisco Unified CCE Options

Cisco Outbound Option

  • Enable Outbound Option
  • Add Outbound Database
  • Configure the Media Routing PG and Dialer Peripheral
  • Configure the Dialer
  • Set Up the Media Routing PG and Dialer
  • Outbound Option Configurations

Cisco Unified Intelligence Center

  • Installation Prerequisites
  • Install CUIC
  • Import Stock Reports
  • CUIC Configurations
  • Upgrading CUIC


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