Cisco UCCE 12.5 Training

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Advanced Cisco UCCE 12.5 Bootcamp - 10 Days

This specialized 10 Day Cisco UCCE Advanced training is designed to cover 3 different Cisco UCE Courses in one complete hands-on training package.   This course not only a great way to learn all topic that is needed to successfully deploy the Cisco UCCE but also saves tons of money. Each course is designed to focus on a particular area of administration/configurations.   Each course is 5 days instructor-led or 10 days of bootcamp style training.  The candidate will have dedicated lab access to the real-world scenario-based lab.  These labs are based on consulting work conducted by VoiceBootcamp for various clients around the world.  Whether you are a beginner or advanced, we got you covered.  

This bootcamp covers:

    • Course Fee:          $5,995 USD 
    • Course Length:       10 Days - Lang: English
    • Course Duration:    9:30 AM to 5:30 PM
    • Delivery Method:    Instructor-led Classroom or Virtual Class
    • Cisco Learning Credit - Not Accepted
  • What is Included
    • 5 Days Instructor-led Training
    • Attend In Classroom or Remote
    • Study kits included
    • 200 Hours of Free Lab Access
    • Free retake the class upto  2 years
  • Course Outline
    • Module 1. Cisco Unified Contact Center Enterprise Overview
    • Lesson 1: Presenting 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
    • Lesson 2: 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
    • Lesson 3: 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-route
      • Traditional ICM Post-route
      • Cisco Unified CCE Call Flow
      • Traditional ICM Translation Routing
      • Translation Route to VRU
    • Module 2. Cisco Unified CCE Protocols, Processes, and Services
    • Lesson 1: Cisco Unified CM
      • Cisco Unified CM Architecture
      • Cisco Unified CM Fault Tolerance
    • Lesson 2: Cisco Unified CCE/Intelligent Contact Manager
      • ICM Architecture
      • ICM Processes and Services
      • ICM Fault Tolerance
    • Lesson 3: Cisco Unified CVP
      • CVP Architecture
      • CVP Fault Tolerance
    • Module 3. Installing Cisco Unified Communications Manager
    • Lesson 1: Installation Prerequisites
      • Network
      • Platform
      • Software
      • Browser
      • Username and Password
      • Licensing
      • Required Installation Information
    • Lesson 2: Cisco Unified CM Installation
      • Installation Types
      • Pre-installation Tasks
      • Install CUCM
    • Lesson 3: Post-installation Configurations
      • Licensing
      • Service Activation
    • Lesson 4: Creating Basic Infrastructure
      • Regions
      • Device Pools
      • Partitions
      • Calling Search Spaces
      • Trunks
      • Route Groups
      • Route Lists
      • Route Patterns
      • IP Phones
      • Application User Accounts
    • Lesson 5: Upgrading Cisco Unified CM
      • Understanding Upgrades and Migrations
      • Requirements and Limitations
      • Supported Upgrade Paths
      • Upgrade Sequence and Timing
      • Pre-Upgrade Tasks
      • Upgrade Procedures
    • Module 4. Installing Intelligent Contact Manager
    • Lesson 1: Installation Requirements
      • Platform
      • Network
      • Software
      • VM
      • Compatibility
    • Lesson 2: Pre-installation Tasks
      • Set Up Active Directory and DNS
      • Set Up Virtual Machines
      • Set Up Third Party Software
    • Lesson 3: Install the Main Installer
      • Install the ICM Software Installer
      • Set Up Organizational Units
      • Add Users to Security Groups
    • Lesson 4: Install the Central Controller
      • Add ICM Instance
      • Create the Logger Database
      • Set Up the ICM Router
      • Set Up the ICM Logger
    • Lesson 5: 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
    • Lesson 6: 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
    • Lesson 7: 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
    • Lesson 9: Upgrading ICM
      • Multistage Upgrades
      • Pre-Upgrade Overview
      • Upgrade Overview
    • Module 5. Installing Cisco Unified CVP
    • Lesson 1: Installation Prerequisites
      • CVP Server
      • Ops Console
      • Reporting Server
      • Call Studio
    • Lesson 2: Install the CVP Server
    • Ops Console
      • CVP Server
      • Reporting Server
      • Remote Operations
      • License CVP Components
    • Lesson 3: Configure Cisco Unified CVP Components
      • Call Server
      • VXML Server
      • Media Server
      • Reporting Server
      • Gateways
      • Cisco Unified CM
      • ICM
    • Lesson 4: Upgrading Cisco Unified CVP Upgrade Path
      • Upgrade Strategies
      • Upgrade VM
      • Upgrade Windows
      • Upgrade CVP
    • Module 6. Installing and Configuring Cisco Unified CCE Options
    • Lesson 1: 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
    • Lesson 2: Cisco Unified Intelligence Center
      • Installation Prerequisites
      • Install CUIC
      • Import Stock Reports
      • CUIC Configurations
      • Upgrading CUIC
    • Module 7. Supporting Cisco Unified CCE
    • Lesson 1: Maintenance Activities
      • Back-up and Restore
      • Database Purge
    • Lesson 2: UCCE Troubleshooting Tools
      • RTMT
      • Diagnostic Framework
      • System CLI
      • ICM Command Line Tools
      • Syslog and SNMP
      • 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
    • Lesson 2: 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 Components
      • Cisco Unified CVP Functional Deployment Models
    • Lesson 3: 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-route
      • Traditional ICM Post-route
      • Cisco Unified CCE Call Flow
      • Traditional ICM Translation Routing
      • Translation Route to VRU
    • Module 2. Implementing Business Rules
    • Lesson 1: Advanced Scripting and Routing
      • Importing and Exporting ICM Scripts
      • Script Explorer
      • Script Locks
      • Select Customer
      • Find Node ID
      • Script Real-time
      • Script Queue Real-Time
      • Reporting
      • Area Code Routing
      • Route Select Node
      • Congestion Control
      • Supervisor/Emergency Assistance Scripting
    • Lesson 2: ICM Scripting Variables, Expressions, Formulas, and Functions
      • Review ICM Variables
      • Formula Editor
      • Built-In Functions
      • Custom Functions
    • Lesson 3: Silent Monitoring and Recording
      • Network-Based Recording
      • Phone-Based Recording
    • Lesson 4: Advanced CVP Configurations
      • Configuring CVP Components
      • CVP Outbound Messaging
      • Uploading Scripts and Media
    • Module 3. Using Finesse Administration
    • Lesson 1: Finesse Overview
      • Define Finesse
      • Finesse Architecture
      • Finesse Gadgets
    • Lesson 2: Finesse Administration
      • The Administration Interface
      • Agent Request APIs
      • Settings
      • Call Variables Layouts
      • Desktop Layout
      • Phone Books
      • Reasons
      • Team Resources
      • Workflows
    • Lesson 3: Finesse IP Phone Agent
      • Define IP Phone Agent
      • Configuring IP Phone Agent
    • Module 4. Using CVP VoiceXML Applications
    • Lesson 1: Basic VoiceXML Functionality
      • Describe VoiceXML Applications
      • Configuring for VoiceXML
    • Lesson 2: Using Call Studio
      • Describe the Call Studio Environment
      • Describe Elements and How to Configure Them
      • Using Tag Substitution
      • Starting a New Project
      • Importing an Existing Project
      • Validating and Saving a Project
      • Deploying a Project as an Application
      • Admin and Project Batch Files
    • Lesson 3: ICM Scripting for VoiceXML Applications
      • Invoking a VoiceXML Application
      • ECC Variable Settings for VoiceXML Applications
      • Passing Information To/From a VoiceXML Application
    • Lesson 4: Accessing an External Database
      • Overview of Database Access
      • Adding a JDBC Driver
      • Configuring the JNDI Context Information
      • Using the Database Element in Call Studio
      • Returning the Information to ICM
    • Module 5. Translation Routing
    • Lesson 1: Traditional Translation Routing
      • Translation Routing Concepts
      • Translation Routing Requirements
      • Translation Routing Call Flow
    • Lesson 2: Translation Routing to CVP
      • Translation Routing Requirements
      • Translation Routing Call Flow
      • Translation Routing Configurations
    • Module 6. Configuring Cisco Unified CCE Options
    • Lesson 1: Cisco Outbound Option
      • Define Outbound Option
      • Outbound Components
      • Configuring an Agent-Based Campaign
      • Configuring an IVR-Based Campaign
    • Lesson 2: Courtesy Callback
      • Define Courtesy Callback
      • Components of Courtesy Callback
      • Call Flow
      • Courtesy Callback Configurations
      • ICM Scripting for Courtesy Callback
    • Lesson 3: Agent Greeting/Whisper Announcements
      • Define Agent Greeting and Whisper Announcements
      • Creating Agent Greetings
      • Creating Whisper Announcements
      • Invoking Agent Greeting/Whisper Announcements
    • Lesson 4: Mobile Agent
      • Describe Mobile Agent
      • Mobile Agent Call Modes
      • Mobile Agent Requirements
      • Mobile Agent Configurations
    • Module 7. CUIC Reporting for the Advanced User
    • Lesson 1: CUIC Overview
      • Review CUIC basics
    • Lesson 2: CUIC Administration
      • User Management
      • Device Management
      • Control Center
      • Report Scheduler Email Settings
      • CCE User Integration
    • Lesson 3: Importing and Using CVP Reports
      • Find and Import CVP Stock Reports
      • Run CVP Stock Reports
      • Setting Up Gateway and Trunk Group Reporting
    • Lesson 4: Custom Reporting
      • Custom Reporting Requirements and Key Concepts
      • Using Value Lists and Collections
      • Understanding Report Definitions
      • Creating a Report Definition
      • Creating a New Report
      • Call Detail Reporting
    • 1. Course Introduction
    • 2. Cisco Unified CCX Overview / Review
      • Components
      • Definitions
      • The Call Flow
      • The Debug Process
          • Triggered Debugging
          • Non Triggered Debugging
      • Troubleshooting Concepts
          • The Call
          • The Script
    • 3. Common Utilities
      • Recording Script
      • Emergency Message Recording Script
      • Time of Day and Holiday Routing Sub Flows
    • 4. Basic ACD Routing
      • Review ICD Steps
      • Build a Helpdesk Script
    • 5. Common Good Practices
      • Scripting for Good Prompt Management
      • Proper End/Terminate Scripting
      • Scripting for Subflow Debugging
      • Abandon Rates
      • Exception Handling
      • Using the Default Script
      • Check Agent Availability before and after Entering Queue
      • Check for Call Aborting before Transferring Call
    • 6. Database Queries
      • Database Setup
      • Database Steps
    • 7. Skills Based Routing
      • Add Skills Based Routing
      • Route Based on Caller Input and Database Query
    • 8. Advanced ACD Routing
      • Overflow Routing
      • Conditional Routing Based on Agent Availability and Queue Statistics
    • 9. Non Queuing ACD Callback Methods
      • Leave Message for Callback via Email
      • Leave Recorded Message for Callback via Email
      • Callback Caller When Queue Times Decrease
    • 10. Session Management and Enterprise Data Review
      • Setup Enterprise Data
      • Implement Session Management
      • Callback Caller When Agents Available
    • 11. Advanced ACD Callback Options
      • Leave Message for Agent
      • Callback Caller When Agent Selected
      • Scheduled Callback
    • 12. Web Contacts Overview
      • Request Agent and Callback via Web
      • Queue Email to an Agent via Web
  • Course Outline
    • Lab 3-1: Configuring Cisco Unified Communications Manager
    • Lab 4-1: Install the ICM Main Installer
    • Lab 4-2: Install the ICM Central Controller and Administration & Data Server
    • Lab 4-3: Configure and Install a Generic PG and CTI Server for Cisco Unified CVP and Cisco Unified CM
    • Lab 4-4: Integrate and Test Cisco Finesse
    • Lab 5-1: Install, Configure and License Cisco Unified CVP
    • Lab 5-2: Configure Voice Browsers for Cisco Unified CVP
    • Lab 5-3: Cisco Unified CVP Proof of Concept
    • Lab 6-1: Configure an Agent-based Outbound Campaign
    • Lab 6-2: Configure a Transfer to IVR-based Outbound Campaign
    • Lab 6-3 License and Configure Cisco Unified Intelligence Center
    • Lab 7-1: Using Troubleshooting Tools
  • Course Demo
    • Understand CCE solutions, architecture, solution options, deployment models, integrated features, and call flow options.
    • Understand underlying Cisco Unified CCE processes, messaging, and fault tolerance schemes.
    • Install, upgrade, and make basic configurations in Cisco Unified Communications Manager.
    • Install, create databases, integrate, and upgrade all ICM components to include the ICM Router, Logger, Administration & Data Server, Peripheral Gateways, CTI Gateway and Cisco Finesse.
    • Install, integrate, configure, and upgrade Cisco Unified CVP components to include the CVP Call Server, Voice XML Server, Media Server, Reporting Server, and Cisco VVB.
    • Install, upgrade, and make configurations for Cisco Unified Intelligence Center and Cisco Outbound Option Agent- and IVR-based campaigns.

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  • The knowledge and skills that students are expected to have before attending this course are:

    Basic computer literacy

    Basic PC operating system navigation skills

    Basic internet usage skills

    Basic IP address knowledge

    There are no formal prerequisites for CCNA certification, but you should have an understanding of the exam topics before taking the exam.

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  • Can I attend online?

    Yes, all of our classes, you can attend online as well as in person.  Candidate will be provided full lab access via Cisco VPN connection to our network.  You will be able to do pretty much exactly the same lab as if you are here in the classroom

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Our USA Address:
1810 E. Sahara Ave. Suite 223
Las Vegas, NV, 89104
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Trial Information - Video & PDF Files

All of our demo and trials are free to use.  We are not not responsible for any demage it may cause by these products to your PC/Desktop/Laptops or any device you may play our videos and/or PDF files.  VoiceBootcamp do not provide support for any trial product and/or demos.  Play at your own risk.  These videos/pdfs has been tested on Windows PC only.  However they do work on Mac OS

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