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Cisco Unified Contact Center Enterprise Deployment- (UCCE-D)

  • Tuition USD $4,395
  • Reviews star_rate star_rate star_rate star_rate star_half 944 Ratings
  • Course Code 6555
  • Duration 5 days
  • Available Formats Classroom, Virtual

Cisco Unified Contact Center Enterprise Deployment (UCCE-D) is a 5-day instructor-led course that helps prepare learners to deploy the Cisco Unified CCE v11.5 solution. 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.

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.

Skills Gained

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.

Who Can Benefit

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation, or administration of a Cisco Unified Contact Center.
  • System and technical support engineers.
  • Day 1 and Day 2 support personnel.
  • Administrative and reporting personnel. 

Prerequisites

This outlines the student and personal computer requirements to attend this class:

All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform with these capabilities:

  1. Windows (preferred), Mac and Linux operating systems supported.
  2. Access to the internet with speeds greater than 1 Mbps.
  3. Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
  4. Must have or the ability to install Cisco AnyConnect VPN software and Cisco IP Communicator.
  5. Must have the ability to use Remote Desktop Connection for access to lab servers.
  6. Headsets for audio communications can be helpful.
  • Working knowledge of Cisco networking and components such as routers and switches.
  • Working knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
  • Attendance in Cisco Unified CCE Administration classes or equivalent real world experience. This class will assume the student has a solid working knowledge of Cisco Unified CCE and its administration.

How do I enroll?

A comprehensive listing of ExitCertified courses can be found here. You can register directly for the required course/location when you select "register". If you have any questions or prefer to speak with an ExitCertified education consultant directly, please submit your query here. A representative will contact you shortly.

How do I pay for a class?

You can pay at the time of registration using credit card (Mastercard/Visa/American Express) cheque or PO.

When does class start/end?

Classes begin promptly at 9:00 am, and typically end at 5:00 pm.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

How can someone reach me during class?

If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

What languages are used to deliver training?

Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

What does GTR stand for?

GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.

Well structured, easy to understand exercises. Some are more complex and need more context in order to fully understand.

Very good class. The dev labs could use a little more notation. I would have liked an little more time available to complete labs after-hours and after the class is complete for review.

The material was excellent, well laid out and the instructor was highly knowledgeable in material and able to present it easily.

Warm greeting and excellent help. The eating area is always clean and well stocked

Joel is an amazing instructor, one who knows the topic very well.
Thank you Joel, I have your email and will keep in touch.
Professor Lewis

9 options available

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  • Sep 28, 2020 Oct 2, 2020 (5 days)
    Location
    Virtual
    Language
    English
    Time
    10:00 19:00 EST
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  • Sep 28, 2020 Oct 2, 2020 (5 days)
    Location
    Rosemont, Illinois
    Language
    English
    Time
    10:00 19:00 CST
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  • Nov 30, 2020 Dec 4, 2020 (5 days)
    Location
    Virtual
    Language
    English
    Time
    9:00 AM 5:00 PM PST
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  • Nov 30, 2020 Dec 4, 2020 (5 days)
    Location
    Virtual
    Language
    English
    Time
    12:00 21:00 EST
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  • Nov 30, 2020 Dec 4, 2020 (5 days)
    Location
    Campbell, California
    Language
    English
    Time
    12:00 21:00 EST
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  • Jan 25, 2021 Jan 29, 2021 (5 days)
    Location
    Virtual
    Language
    English
    Time
    9:00 AM 5:00 PM EST
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  • Mar 29, 2021 Apr 2, 2021 (5 days)
    Location
    Virtual
    Language
    English
    Time
    9:00 AM 5:00 PM CDT
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  • May 17, 2021 May 21, 2021 (5 days)
    Location
    Virtual
    Language
    English
    Time
    9:00 AM 5:00 PM PDT
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  • Jul 12, 2021 Jul 16, 2021 (5 days)
    Location
    Virtual
    Language
    English
    Time
    9:00 AM 5:00 PM CDT
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