DUCCE v1.0 - Deploying Cisco Unified Contact Center Enterprise Software v8.0 DUCCE v1.0

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is an instructor-led course presented by training partners to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.0 (CCE) product. 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.

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

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

Module 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

Module 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
  • 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

Module 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 IP IVR
  • What Is Cisco Unified IP IVR?
  • Cisco Unified CCX Script Editor
  • Prompt and Script Management
  • Configuring Basic Objects in Cisco Unified IP IVR
  • 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

Module 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 IP IVR Script
  • ICM Configuration

Module 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

Module 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

• Lab 3-1: Configuring Cisco Unified Communications Manager
• Lab 3-2: Configuring Cisco Unified IP IVR
• 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

The knowledge and skills that a learner must have before attending this course are as follows:

• Attended one of the following classes:
  • Cisco Unified Contact Center Enterprise Administration (AUCCE) v1.0 or
  • Cisco ICM Product Training Part 1 (ICMPT1) v7.0

• Have a strong knowledge of Microsoft Windows Server 2003 and Active Directory