Exam 500-440: Deploying Cisco Unified Contact Center Enterprise (DUCCE) Training Certification Course

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DUCCE -Deploying Cisco Unified Contact Center Enterprise Course Overview

DUCCE - Deploying Cisco Unified Contact Center Enterprise course is intended for system engineers engaged with the day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product. During the class, students will learn the Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting options. 
 
Audience:
  • Engineers engaged with the configuration and maintenance of a Cisco Unified Contact Center Enterprise deployment, as well as Cisco Channel Partners looking to achieve the Cisco UCCE ATP.
The 1-on-1 Advantage
Methodology
Flexible Dates
  • • Choose Start Date
  • • Reschedule After Booking
  • • Weekend / Evening Option
4-Hour Sessions

You will learn:

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
  • Introducing UCCE
  • Unified CCE Architecture and Components
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools
  • UCCE Protocols and Call Flows
  • Using Domain Manager
  • Introducing the Unified CCE Main Installer
  • Central Controller Installation
  • Installing Admin Data Servers and Clients
  • Configuring ICM for CVP
  • Configuring CVP for UCCE
  • UCCE Voice Gateway Internetworking Considerations
  • Basic IVR Scripting with Microapps
  • Configure UCM to Support UCCE
  • Installing UCCE CTI Software
  • UCCE Configuration and Scripting for Additional Agent and IVR Functionality
  • Enabling Transfers and RONA
  • Basic VXML Functionality
  • Installing and Configuring VXML Solution
  • Exploring Courtesy Callback
  • Introduction to Outbound Option
  • Outbound Option Installation and Configuration
  • Configuring Outbound Option for Agent and IVR Campaigns
  • ICM Processes
  • Diagnostic Framework Suite
  • UCCE Support
  • Service Assurance
  • Overview of UCCE Lab Environment
  • Explore Your Voice Gateway (Ingress/VXML)
  • Explore CVP and ICM Servers
  • Install the ICM Main Installer
  • Install ICM Central Controller and Admin& Data Server
  • Configure/Install PG for CVP and UCM
  • Install, Configure and License CVP
  • Configure IOS Voice Gateway for CVP
  • Configure ICM for CVP Scripting
  • Prepare a Simple CVP Test Script
  • Use ICM Tools to Observe Script Progress
  • ICM Scripting with Microapps
  • Configure ICM for Basic Agent Functionality
  • Install CTI Components
  • CTI Route Point Initiated Calls
  • Configure Calls Using SIP with Proxy
  • Configure Courtesy Callback
  • Install and Configure Cisco Outbound Option – SIP
  • Using Troubleshooting Tools
  • Instructor Break/Fix Lab
Live Online Training (Duration : 40 Hours)    View Sample Class
We Offer :
  • 1-on-1 Public - Select your own start date. Other students can be merged.
  • 1-on-1 Private - Select your own start date. You will be the only student in the class.

2400 + If you accept merging of other students. Incl. Official Courseware
4 Hours
8 Hours
Ultra-Fast Track
Week Days
Weekend

Start Time : At any time

12 AM
12 PM

1-On-1 Training is Guaranteed to Run (GTR)
Group Training
2100 Per Participant Incl. Official Courseware
Online
03 - 07 Oct
09:00 AM - 05:00 PM CST
(8 Hours/Day)
Online
07 - 11 Nov
09:00 AM - 05:00 PM CST
(8 Hours/Day)
Course Prerequisites
  • Basic knowledge of Networking
  • Well understanding of Microsoft Windows Server deployed within an Active Directory environment
  • Well understanding of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys 

After completion of this course; you will be able to:

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

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