DUCCE -Deploying Cisco Unified Contact Center Enterprise/500-440

DUCCE -Deploying Cisco Unified Contact Center Enterprise Certification Training 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.
This course prepares you for Exam 500-440. Test your current knowledge Qubits42

DUCCE -Deploying Cisco Unified Contact Center Enterprise (40 Hours) Download Course Contents

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18 - 22 Oct GTR 09:00 AM - 05:00 PM CST
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01 - 05 Nov GTR 09:00 AM - 05:00 PM CST
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06 - 10 Dec GTR 09:00 AM - 05:00 PM CST
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Course Modules

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
Module 2: Preparing UCCE for Basic IVR Scripting
  • 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
Module 3: 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
Module 4: Installing and Configuring CCE VXML Solution
  • Basic VXML Functionality
  • Installing and Configuring VXML Solution
  • Exploring Courtesy Callback
Module 5: Installing CCE Outbound Option
  • Introduction to Outbound Option
  • Outbound Option Installation and Configuration
  • Configuring Outbound Option for Agent and IVR Campaigns
Module 6: Supporting CCE
  • ICM Processes
  • Diagnostic Framework Suite
  • UCCE Support
  • Service Assurance
Module 6: Supporting CCE
  • 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
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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