Deploying UCCE with CVP v10 (DUCCE) (5 Days)

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course intended for system engineers and customers who will be involved with day-to-day maintenance and installation of the UCCE v10.0 product deployed in a CVP comprehensive environment. You will install and understand UCCE deployment capabilities, processes, fault tolerance, installation, and troubleshooting tools for inbound and outbound Contact Center functionality.

Target Audience:

  • Cisco Unified Communications system channel partners and resellers
  • System engineers

Secondary Audience:

  • Customers deploying and maintaining Cisco Unified Contact Center Enterprise products

Course Objectives:

  • Demonstrate an overall understanding of the Cisco Unified CCE v10.0 solution, processes, and its environment.
  • Install and configure a Cisco Unified CCE v10.0 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.

Course Outline:

  • Module 1: UCCE with CVP Overview
  • Module 2: Prepare UCCE for Basic IVR: Call Flows, Domain Manager, Install and Configure: ICM Central Controller, Admin Data Servers/Clients, Configure ICM and CVP, Voice Gateway Considerations, ICM Microapps
  • Module 3: Prepare UCCE for Basic Agent Functionality: Configure UCM to Support UCCE, Install UCCE CTI Software, Scripting for Agent and IVR Functionality, Transfers and RONA
  • Module 4: Install CVP VXML Solution: Install and Configure Call Studio and VXML Server, Courtesy Callback
  • Module 5: UCCE Outbound: Install, Configure, Create Campaigns
  • Module 6: Supporting UCCE: ICM Processes, Diagnostic Suite, Service Assurance, UCCE Support

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
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