Cisco® Deploying Unified Contact Center Enterprise v8.0 with CVP (DUCC-CVP)

Course Overview

Deploying Unified Contact Center Enterprise v8.0 with CVP (DUCC-CVP v8.0) is an instructor-led course for system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.0 (CCE) product using Cisco Unified CVP. This course will give you an understanding of the Unified CCE v8.0 deployment capabilities, processes, fault tolerance, installation, and performing basic troubleshooting. We will accomplish this by installing the Unified CCE v8.0 software and introducing Unified CCE v8.0 troubleshooting tools. This course includes supplemental information on Cisco Unified Contact Center Enterprise version 9.0. The information contained in the addendum covers topics related to significant feature changes that have been implemented since version 8.0. This material is presented as informational only and does not have any associated practice labs.

Course Objectives

Upon completing this course, the learner will be able to meet these overall objectives: Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, processes, and its environment Install and configure a Cisco Unified CCE v8.0 system Create routing options using an external SQL database and an Application Gateway Install and configure Cisco Outbound Option Install and utilize Cisco Support Tools, Cisco Analysis Manager, and Cisco Unified Intelligence Center

Course Outline

1 - Cisco Unified Contact Center Enterprise v8.0 Overview

  • Lesson 1: Presenting Cisco Unified Contact Center Enterprise v8.0
  • About Cisco Unified CCE v8.0
  • Benefits of Cisco Unified CCE v8.0
  • Cisco Unified CCE v8.0 Options
  • Lesson 2: Cisco Unified Contact Center Enterprise v8.0 Deployment Models
  • Deployment Models
  • Cisco Unified CCE v8.0 Networks
  • Cisco Unified CCE v8.0 QoS
  • Cisco Unified CCE v8.0 Hardware and Software Compatibility
  • Introduction to PPDIOO

2 - Cisco Unified Contact Center Enterprise v8.0 Component Architecture

  • Lesson 1: Understanding Cisco Unified Contact Center Enterprise v8.0 Processes
  • Simple Startup
  • Simple Preroute Call Flow with CVP
  • ICM Processes
  • Simplex Central Controller Startup
  • Simplex Peripheral Gateway Startup
  • Administration & Data Server Startup
  • Configuration Change Sequence
  • Lesson 2: Understanding Cisco Unified Contact Center Enterprise v8.0 Fault Tolerance
  • Fault Tolerance Goals
  • ICM Fault Tolerance Methods
  • Central Controller Initialization
  • Enabled Synchronizer Messaging
  • Disabled Synchronizer Messaging
  • Route Request Messaging
  • Loss of Private Network
  • Peripheral Gateway Communications
  • Central Controller Node Failure Scenarios

3 - Installing Cisco Unified Contact Center Enterprise v8.0

  • Lesson 1: Introduction
  • System Peripheral Gateway Deployments
  • Call Flows
  • Parent-Child Call Flow Summaries
  • Module 3 Labs
  • Lesson 2: Integrating Cisco Unified Communications Manager
  • What Is Cisco Unified Communications Manager?
  • Terms Used in Cisco Unified Communications Manager
  • Configuring Basic Objects in Cisco Unified Communications Manager
  • Lesson 3: Integrating Cisco Unified CVP
  • What Is Cisco Unified CVP?
  • Configuring Cisco Unified CVP
  • Call Flows
  • Lesson 4: Installing the Cisco Unified CCE v8.0 Main Installer
  • Domain Models
  • Main Installer Installation
  • Domain Manager
  • ICM Instance
  • Lesson 5: Installing the Central Controller
  • Installing Router A
  • ICMDBA Tool
  • Installing Logger A
  • Administration & Data Servers
  • Lesson 6: Installing the Peripheral Gateway
  • Peripheral Gateway Configuration
  • Peripheral Gateway Setup
  • Lesson 7: Agent Desktop Options
  • Cisco CTI Server
  • Cisco CTI OS Toolkit
  • Cisco Agent Desktop
  • CRM Connectors
  • Lesson 8: Installing CTI Services
  • CTI Server Setup
  • CTI OS Server Setup
  • CTI OS Client Installation
  • Lesson 9: Completing the Configuration
  • ACD Configurations
  • Translation Route Configuration
  • Basic ICM Script

4 - Database and Application Driven Routing Options

  • Lesson 1: External Database Routing
  • Creating a Database
  • ICM Configuration
  • ICM Script
  • Lesson 2: Application Gateway
  • Application Gateway Overview
  • Cisco Unified CVP Script
  • ICM Configuration

5 - Installing Cisco Outbound Option

  • Lesson 1: Cisco Outbound Option Overview
  • Cisco Outbound Option Basics
  • Cisco Outbound Dialer Call Flows
  • Lesson 2: Cisco Outbound Option Installation
  • Configuration and Installation Summary
  • Configuration and Installation
  • Campaign Configurations

6 - Reporting and Maintenance Tools

  • Lesson 1: Cisco Unified Intelligence Center Overview
  • Benefits and Features
  • Deployment Models and Licensing
  • Administration
  • Lesson 2: Cisco Support Tools
  • Cisco Support Tools Overview
  • Support Tools Utilities
  • Cisco Common Tools Examples
  • Support Tools Server Installation
  • Support Tools Node Installation
  • Using Support Tools
  • Working with Log Files
  • Lesson 3: Cisco Unified Analysis Manager
  • Cisco Unified Analysis Manager Overview
  • Inventory
  • Tools
  • Administration

7 - Addendum

  • Addendum 1: Release Note Summaries
  • Release Notes 8.5(1)
  • Release Notes 8.5(2)
  • Release Notes 8.5(3)
  • Release Notes 8.5(4)
  • Release Notes 9.0(1)
  • Addendum 2: Hardware, Software and Compatibility
  • ICM 9.0(x) Hardware
  • Types of hardware supported
  • Server Classes
  • Collocated deployments
  • ICM/UCCE 9.0(x) Software
  • Windows support
  • SQL Server support
  • Client platforms
  • Compatibility
  • Version and product compatibility
  • Parent/Child compatibility
  • NAM/CICM compatibility
  • Addendum 3: Congestion Control
  • Congestion Control basics
  • Congestion Control thresholds and treatment modes
  • Congestion Control Serviceability
  • Troubleshooting Congestion Control issues
  • Addendum 4: Precision Routing
  • Define Precision Routing and terminology
  • Configuring Precision Routing
  • Reporting on Precision Queues
  • Troubleshooting Precision Queues
  • Addendum 5: Packaged Contact Center Enterprise
  • Describe Packaged CCE
  • Describe the deployment models and options available with Packaged CCE
  • Deploying Packaged CCE
  • Describe Packaged CCE web administration and APIs
  • Addendum 6: Finesse
  • Finesse Pre-Requisites and Installation
  • High Level Architecture
  • Finesse Web Services Overview
  • Finesse Gadgets
  • Finesse Administration
  • Finesse Troubleshooting

8 - Lab Outline

  • Lab 3-1: Configuring Cisco Unified Communications Manager
  • Lab 3-2: Configuring Cisco Unified CVP
  • Lab 3-3: Installing the ICM Main Installer
  • Lab 3-4: Installing the ICM Central Controller
  • Lab 3-5: Installing the PG Generic Peripheral Gateway
  • Lab 3-6: Installing CTI Services
  • Lab 3-7: Completing the Installation
  • Lab 4-1: External Database Routing
  • Lab 4-2: Application Gateway
  • Lab 5-1: Cisco Outbound Option Installation
  • Lab 6-1: Cisco Support Tools Installation

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This is a 5-day class

Price: $3,695.00
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