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DUCCE - Deploying Unified Contact Center Enterprise (DUCCE)

  • Tuition USD $4,195
  • Reviews star_rate star_rate star_rate star_rate star_half 955 Ratings
  • Course Code DUCCE
  • Duration 5 days
  • Available Formats Classroom, Virtual

Module 1: Cisco Unified Contact Center Enterprise Foundations Lesson 1: Introducing UCCE Lesson 2: Unified CCE Architecture and Components Lesson 3:  UCCE Terms, Routing and Additional Components Lesson 4:  Accessing UCCE Tools Module 2: Preparing UCCE for Basic IVR Scripting  Lesson 1:  UCCE Call Flows and Protocols Lesson 2:  Using Domain Manager Lesson 3:  Introducing the Unified CCE Main Installer Lesson 4:  Central Controller Installation Lesson 5:  Installing  Admin Data Servers and Clients Lesson 6:  Configuring ICM for CVP Lesson 7:  Configuring CVP for UCCE Lesson 8:  UCCE Voice Gateway Internetworking Considerations Lesson 9:  Basic IVR Scripting with Microapps Module 3: Preparing UCCE for Basic Agent Functionality Lesson 1:  Configure UCM to Support UCCE Lesson 2:  Installing UCCE CTI Software Lesson 3:  UCCE Configuration and Scripting for Additional Agent and IVR Functionality Lesson 4:  Enabling Transfers and RONA Module 4: Installing CCE VXML Solution  Lesson 1: Basic VXML Functionality Lesson 2:  Installing and Configuring VXML Solution Lesson 3:  Exploring Courtesy Callback Module 5:  Installing CCE Outbound Lesson 1: Introduction to Outbound Option Lesson 2:  Outbound Option Installation and Configuration Lesson 3:  Configuring Outbound Option for Agent and IVR Campaigns Module 6:  Supporting CCE Lesson 1:  ICM Processes Lesson 2:  Diagnostic Framework Suite Lesson 3:  UCCE Support Lesson 4:  Service Assurance   Lab Outline Lab 1-1: Overview of UCCE Lab Environment:   Lab 1-2: Explore Voice Gateway:   Lab 1-3: Explore CVP and ICM Servers:   Lab 2-1:  Install the ICM Main Installer Lab 2-2:  Install ICM Central Controller and Admin Data Server/HDS Lab 2-3:  Configure/Install PG for CVP and UCM Lab 2-4:  Install, Configure and License CVP Components Lab 2-5:  Configure IOS Voice Gateway for CVP Lab 2-6:  Configure ICM for CVP Scripting Lab 2-7:  Prepare a Simple CVP Test Script Lab 2-8:  Use ICM Tools to Observe Script Progress Lab 3-1:  ICM Scripting with Microapps Lab 3-2:  Configure ICM for Basic Agent Functionality Lab 3-3:  Install CTI Components Lab 3-4: CTI Route Point Initiated Calls Lab 3-5: Configure Calls Using SIP with Proxy (Optional) Lab 4-1: Configure Courtesy Callback (CCB) Lab 5-1: Install and Configure Cisco Outbound Option ? SIP Lab 6-1: Using Troubleshooting Tools Lab 6-2: Troubleshooting Lab

Skills Gained

Upon completing this course, the learner will be able to meet these overall objectives:  Demonstrate an overall understanding of the Cisco Unified CCE solution, processes, and its environment. Install and configure a Cisco Unified CCE solution as deployed with Unified CVP, including CTI functionality used with Unified Communications Manager. Install and configure Cisco Outbound Option using a SIP Dialer. Utilize the Legacy Command Line Utilities within the ICM environment for support and troubleshooting UCCE. Utilize the Diagnostic Framework suite of utilities (Analysis Manager, Diagnostic Portico, CLI) within the UCCE environment for support and troubleshooting of UCCE. Demonstrate proficiency with various utilities within the UCCE solution for troubleshooting and support of the environment.

Who Can Benefit

The primary audience for this course is as follows:  Cisco Unified Communications system channel partners and resellers  System engineers  The secondary audience for this course is as follows:  Customers deploying and maintaining Cisco Unified Contact Center Enterprise products


The knowledge and skills that a learner should have before attending this course are as follows:  Working knowledge of basic networking and components (router, switch, NIC) Working knowledge of Microsoft Windows Server deployed within an Active Directory environment Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys  

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.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.

Very happy with the initial communication in getting me the materials and credentials to obtain resources for the course. Course videos, labs and guides were made available during and for 1 year after completion of the course.
Thomas was the classroom instructor and did a great job. He's knowledgeable, engaging and made the course enjoyable.

I was familiar with some knowledge on AWS Cloud, however the instructor Lopez explained stuff that made it easy to understand. He was very knowledgeable with the information he provided during class

Sean was a fantastic instructor! He went beyond the material to help one understand!

Course trainer was excellent, content was well organized. However, labs should be instructor lead versus on your own. Much time is wasted for newbees in getting acclimated to tool set, AWS environment, navigating and setting up things to complete tasks. This was my third class and I was barely able to finish most of the labs. (The first 2 classes I only finished one lab exercise for the 2 together.)

It was a pretty good general overview. To actually use this stuff, however, I recognize that there would need to be a further dive.

2 options available

  • GTR Oct 5, 2020 Oct 9, 2020 (5 days)
    Virtual, CA
    10:00 AM 6:00 PM EDT
  • GTR Nov 30, 2020 Dec 4, 2020 (5 days)
    Virtual, CA
    10:00 AM 6:00 PM EDT
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