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11/30/2020 12/04/2020
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Cisco Unified Contact Center Enterprise Deployment (UCCE-D) (UCCE-D v11.5)

After finishing this course, the student will have the capacity to meet these general targets:

  • Comprehend CCE arrangements, engineering, arrangement choices, organization models, coordinated highlights and call stream alternatives.

  • Comprehend basic Cisco Unified CCE procedures, informing and adaptation to non-critical failure plans.

  • Introduce, overhaul and make fundamental designs in Cisco Unified Communications Manager.

  • Introduce, make databases, coordinate, and update all ICM parts to incorporate the ICM Router, Logger, Administration and Data Server, Peripheral Gateways, CTI Gateway, and Cisco Finesse.

  • Introduce, coordinate, design, and redesign Cisco Unified CVP segments to incorporate the CVP Call Server, Voice XML Server, Media Server, Reporting Server, and Cisco VVB.

  • Introduce, update, and make setups for Cisco Unified Intelligence Center and Cisco Outbound Option Agent-and IVR-based battles.

 

 

Module 1 Cisco Unified Contact Center Enterprise Overview

  • Lesson 1: Presenting Cisco Unified Contact Center Enterprise

  • Cisco Unified CCE Solutions

  • New/Deprecated Features and Enhancements

  • Cisco Unified CCE Reference Designs

  • Cisco Unified CCE Reference Design Specifications

  • Cisco Unified CCE Core Components

  • Discretionary Cisco Components

  • Discretionary Third-Party Components

  • Cisco Unified CCE Solution Integrated Features

  • Arrangement Administration

  • Similarity

  • Lesson 2: Cisco Unified CCE Core Components

  • Cisco Unified Communications Manager

  • Cisco Unified CM Cluster Nodes

  • Cisco Unified CM Database Architecture

  • Intracluster Communications

  • Call Processing Subscriber Redundancy

  • CTI Manager Service

  • Parcels and Calling Search Spaces

  • Essential Call Handling

  • Specialist Phones

  • Cisco Unified CCE/ICM

  • Definitions

  • Conventional ICM

  • Conventional ICM Deployment Models

  • ICM Components

  • ICM Databases

  • ICM Terms

  • Cisco Unified CVP

  • Cisco Unified CVP Product Components

  • Extra Component

  • Cisco Unified CVP Functional Deployment Models

  • Lesson 3: Cisco Unified CCE Options

  • Discretionary Cisco Unified CCE Components

  • Cisco Unified CCE Third-Party Components

  • Cisco Unified CCE Integrated Features

  • Arrangement Administration

  • Lesson 4: Basic Call Flow Models

  • Call Flow Types

  • Customary ICM Pre-course

  • Customary ICM Post-course

  • Cisco Unified CCE Call Flow

  • Customary ICM Translation Routing

  • Interpretation Route to VRU

Module 2: Cisco Unified CCE Protocols, Processes and Services

  • Lesson 1: Cisco Unified CM

  • Cisco Unified CM Architecture

  • Cisco Unified CM Fault Tolerance

  • Lesson 2: Cisco Unified CCE/Intelligent Contact Manager

  • ICM Architecture

  • ICM Processes and Services

  • ICM Fault Tolerance

  • Lesson 3: Cisco Unified CVP

  • CVP Architecture

  • CVP Fault Tolerance

Module 3: Installing Cisco Unified Communications Manager

  • Lesson 1: Installation Prerequisites

  • System

  • Stage

  • Programming

  • Program

  • Username and Password

  • Authorizing

  • Required Installation Information

  • ?Lesson 2: Cisco Unified CM Installation

  • Establishment Types

  • Pre-establishment Tasks

  • Introduce CUCM

  • Lesson 3: Post-establishment Configurations

  • Authorizing

  • Administration Activation

  • Lesson 4: Creating Basic Infrastructure

  • Areas

  • Gadget Pools

  • Parcels

  • Calling Search Spaces

  • Trunks

  • Course Groups

  • Course Lists

  • Course Patterns

  • IP Phones

  • Application User Accounts

  • Lesson 5: Upgrading Cisco Unified CM

  • Understanding Upgrades and Migrations

  • Prerequisites and Limitations

  • Bolstered Upgrade Paths

  • Overhaul Sequence and Timing

  • Pre-Upgrade Tasks

  • Overhaul Procedures

Module 4: Installing Intelligent Contact Manager

  • Lesson 1: Installation Requirements

  • Stage

  • System

  • Programming

  • VM

  • Similarity

  • Lesson 2: Pre-establishment Tasks

  • Set Up Active Directory and DNS

  • Set Up Virtual Machines

  • Set Up Third Party Software

  • Lesson 3: Install the Main Installer

  • Introduce the ICM Software Installer

  • Set Up Organizational Units

  • Add Users to Security Groups

  • Lesson 4: Install the Central Controller

  • Include ICM Instance

  • Make the Logger Database

  • Set Up the ICM Router

  • Set Up the ICM Logger

  • ?Lesson 5: Install the Administration and Data Server

  • Make the HDS Database

  • Set Up the Administration and Data Server

  • Begin Central Controller

  • Set the Deployment Type and Congestion Control

  • Lesson 6: Install the Peripheral Gateway

  • Design the PG for CUCM

  • Design the PG for Cisco Unified CVP

  • Set Up the PG for CUCM

  • Set Up the PG for Cisco Unified CVP

  • Introduce the JTAPI Client for Cisco Unified CM PG

  • Lesson 7: Install CTI Services

  • Set Up CTI Server

  • Lesson 8: Cisco Finesse

  • Artfulness Agent Desktop

  • Artfulness IP Phone Agent

  • Establishment Requirements

  • Introduce Finesse

  • Artfulness Configurations

  • Updating Finesse

  • ?Lesson 9: Upgrading ICM

  • Multistage Upgrades

  • Pre-Upgrade Overview

  • Update Overview

Module 5: Installing Cisco Unified CVP

  • Lesson 1: Installation Prerequisites

  • CVP Server

  • Operations Console

  • Revealing Server

  • Call Studio

  • Lesson 2: Install the CVP Server

  • Operations Console

  • CVP Server

  • Announcing Server

  • Remote Operations

  • Permit CVP Components

  • Lesson 3: Configure Cisco Unified CVP Components

  • Call Server

  • VXML Server

  • Media Server

  • Announcing Server

  • Entryways

  • Cisco Unified CM

  • ICM

  • ASR/TTS

  • Lesson 4: Upgrading Cisco Unified CVP Upgrade Path

  • Overhaul Strategies

  • Overhaul VM

  • Overhaul Windows

  • Overhaul CVP

Module 6: Installing and Configuring Cisco Unified CCE Options

  • Lesson 1: Cisco Outbound Option

  • Empower Outbound Option

  • Include Outbound Database

  • Design the Media Routing PG and Dialer Peripheral

  • Design the Dialer

  • Set Up the Media Routing PG and Dialer

  • Outbound Option Configurations

  • Lesson 2: Cisco Unified Intelligence Center

  • Establishment Prerequisites

  • Introduce CUIC

  • Import Stock Reports

  • CUIC Configurations

  • Overhauling CUIC

Module 7: Supporting Cisco Unified CCE

  • Lesson 1: Maintenance Activities

  • Move down and Restore

  • Database Purge

  • Lesson 2: UCCE Troubleshooting Tools

  • RTMT

  • Indicative Framework

  • Framework CLI

  • ICM Command Line Tools

  • Syslog and SNMP

Lab Outline

  • Lab 3-1: Configuring Cisco Unified Communications Manager

  • Lab 4-1: Install the ICM Main Installer

  • Lab 4-2: Install the ICM Central Controller and Administration and Data Server

  • Lab 4-3: Configure and Install a Generic PG and CTI Server for Cisco Unified CVP and Cisco Unified CM

  • Lab 4-4: Integrate and Test Cisco Finesse

  • Lab 5-1: Install, Configure and License Cisco Unified CVP

  • Lab 5-2: Configure Voice Browsers for Cisco Unified CVP

  • Lab 5-3: Cisco Unified CVP Proof of Concept

  • Lab 6-1: Configure an Agent-based Outbound Campaign

  • Lab 6-2: Configure a Transfer to IVR-based Outbound Campaign

  • Lab 6-3 License and Configure Cisco Unified Intelligence Center

  • Lab 7-1: Using Troubleshooting Tools

This layouts the understudy and PC prerequisites to go to this class:

  • All understudies must have their very own PC or workstation for access to lab frameworks, WebEx (for WebEx conveyances), and course materials (if electronic materials are utilized). These PCs must adjust with these capacities:

  • A Microsoft Windows PC (Windows Vista, Windows 7, and Windows 8) or virtual machine with full sound abilities.

  • Must have just introduced Cisco AnyConnect VPN programming and Cisco IP Communicator or have Administrator rights to introduce Cisco AnyConnect VPN programming and Cisco IP Communicator.

  • Access to the web with speeds more noteworthy than 1 Mbps.

  • Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.

  • Must be able to utilize Remote Desktop Connection for access to lab servers.

  • Headsets for sound correspondences can be useful.

  • Working information of Cisco systems administration and segments, for example, switches and switches.

  • Working information of Microsoft programming items, for example, Microsoft Windows Server conveyed in an Active Directory condition.

  • Participation in Cisco Unified CCE Administration classes or equal true understanding. This class will expect the understudy has a strong working information of Cisco Unified CCE and its organization.


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