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
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