Duration
5 Days
30 CPD hours
This course is intended for
The primary audience for this course is as follows:
Cisco Unified Communications system channel partners and resellers.
System and technical support engineers.
Customers who are deploying and maintaining Cisco Unified CCE solution products.
Overview
Upon completing this course, the learner will be able to meet these overall
objectives:
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.
This course will provide the student with the underlying knowledge to understand
deployment design solutions, requirements for deployment, and how to install and
configure all major Cisco Unified CCE components. As a part of deployment
activities, the student will understand how to install and integrate Intelligent
Contact Manager (ICM) with Active Directory, how to install and integrate Cisco
Unified CVP components using an IOS-based voice browser and Cisco Virtualized
Voice Browser (Cisco VVB), how to install and integrate Cisco Finesse, how to
install and integrate Cisco Unified Intelligence Center with Active Directory
and associated Data Sources for reporting purposes, and how to install and
configure Agent- and IVR-based Outbound Option dialing campaigns. And finally,
the student will learn how to setup and use troubleshooting tools including
RTMT, System CLI, Diagnostic Framework, and ICM command-line utilities to find
status information and log files, and to track a call from the point of entry to
the agent desktop.
CISCO UNIFIED CONTACT CENTER ENTERPRISE OVERVIEW
* Lesson 1: Presenting Cisco Unified Contact Center Enterprise
* Lesson 2: Cisco Unified CCE Core Components
* Lesson 3: Cisco Unified CCE Options
* Lesson 4: Basic Call Flow Models
CISCO UNIFIED CCE PROTOCOLS, PROCESSES AND SERVICES
* Lesson 1: Cisco Unified CM
* Lesson 2: Cisco Unified CCE/Intelligent Contact Manager
* Lesson 3: Cisco Unified CVP
INSTALLING CISCO UNIFIED COMMUNICATIONS MANAGER
* Lesson 1: Installation Prerequisites
* Lesson 2: Cisco Unified CM Installation
* Lesson 3: Post-installation Configurations
* Lesson 4: Creating Basic Infrastructure
* Lesson 5: Upgrading Cisco Unified CM
INSTALLING INTELLIGENT CONTACT MANAGER
* Lesson 1: Installation Requirements
* Lesson 2: Pre-installation Tasks
* Lesson 3: Install the Main Installer
* Lesson 4: Install the Central Controller
* ?Lesson 5: Install the Administration and Data Server
* Lesson 6: Install the Peripheral Gateway
* Lesson 7: Install CTI Services
INSTALLING CISCO UNIFIED CVP
* Lesson 1: Installation Prerequisites
* Lesson 2: Install the CVP Server
* Lesson 3: Configure Cisco Unified CVP Components
* Lesson 4: Upgrading Cisco Unified CVP Upgrade Path
INSTALLING AND CONFIGURING CISCO UNIFIED CCE OPTIONS
* Lesson 1: Cisco Outbound Option
* Lesson 2: Cisco Unified Intelligence Center
SUPPORTING CISCO UNIFIED CCE
* Lesson 1: Maintenance Activities
* Lesson 2: UCCE Troubleshooting Tools