Description
Deploying Cisco Unified Intelligence Center (DUIC) 1.0 is a three-day ILT course. Cisco Unified Intelligence Center 8.0 is a comprehensive, end-to-end reporting solution, designed to make the task of creating reports and managing disparate data sources easier on the customer and, at the same time, present a consistent user interface and a common tool to access the varied data across multiple Cisco product families.
Objectives
Upon completion of this session, you should be able to:
- Provide a comprehensive overview of the Cisco Unified Intelligence Center
- Demonstrate how to install, administer, and provide security for the CUIC solution
- Describe reporting concepts and capabilities and features of CUIC reports
- Provide a detailed description of how custom reports from normal data sources (Cisco Unified CCE and Cisco CVP) and new data sources can be created to meet specific customer requirements
Who Should Attend
The primary audience for this course is as follows:
- Cisco customers
- Cisco technology partners
- Cisco employees
Course Outline
Module 1: Cisco Unified Intelligence Center Overview
- Lesson 1: Cisco Unified Intelligence Center Overview
- Cisco Unified Intelligence Center Primary Goal
- Cisco Unified Intelligence Center Deployment Models
- High-Level Architecture
- Personalizing Reports
- Operations Administration Maintenance Provisioning (OAMP)
- Using Cisco Unified Intelligence Center
- Working with Stock Reports
- Dashboards
- Lesson 2: Managing Cisco Unified Intelligence Center Components
- Cisco Unified Intelligence Center Controller
- About the Administration Console
- About Cisco Unified Intelligence Center Super User Roles
- About Devices
- Control Center Drawer
- Cluster Configuration Drawer
- Network Management Drawer
- Tools Drawer—RTMT
- Cisco Unified Communications Solutions Tools from Cisco Unified Intelligence Center
- Lesson 3: Cisco Unified Intelligence Center Deployment Considerations
- Report/Database Compatibility
- Deployment Models
- Cisco UCCE Databases and Data Type Availability
- Cisco Unified Intelligence Center Sizing Considerations
- Member Nodes
- Database Replication—Multiple Nodes
- Lesson 4: Cisco Unified Intelligence Center Security and License Types
- Licensing
- Sizing Tool
- Licensing Compared to Feature Sets
- Reporting—Template Modification
- Report and Report Definitions
- Value Lists and Collections
- Security from Within Cisco Unified Intelligence Center
- User List
- User Groups
Module 2: Cisco Unified Intelligence Center Installation, Administration, and Security
- Lesson 1: Installing Cisco Unified Intelligence Center
- Before You Install Cisco Unified Intelligence Center
- Installation Process
- Logging into Cisco Unified Intelligence Center
- Applying the License File
- Define a New Member Node
- Lesson 2: Cisco Unified Intelligence Center Administration
- Admin User Administration
- Managing Devices
- Control Center
- Report Scheduler Email Settings
- Cisco Unified CCE User Integration
- Lesson 3: Managing Users and Security in Cisco Unified Intelligence Center
- User Security
- Configure the Active Directory Server
- Adding a User
- Adding a User Group
- Log In the New Users
- Best Practices for User Security
Module 3: Running Cisco Unified Intelligence Center Reports
- Lesson 1: Running Cisco Unified Intelligence Center Reports
- Real-Time vs. Historical Reports
- Stock Reporting Templates—Unified CCE
- Review—Unified Intelligence Center Deployed with Unified CCE
- Set Up Unified CCE as a Data Source
- Running a Unified CCE Stock Report
- Available Stock Reports—Unified CVP
- Review—Cisco CUIC Deployed with Cisco Unified CVP
- Running a Unified CVP Stock Report
- Lesson 2: Modifying Cisco Unified Intelligence Center Stock Reports
- Creating a Copy of a Stock Report
- Modifying the New Report
- Modifying How Data Is Displayed
- Creating a Header
- Removing a Previous Filter
- Filtering According to the “Not Equal to” Operator
Module 4: Cisco Unified Intelligence Center Custom Reporting
- Lesson 1: Cisco Unified CCE Key Concepts
- WebView vs. Unified Intelligence Center
- Characteristics of Unified CCE Data
- Why Report Data Can Differ
- Importance of Configuration and Scripting
- Lesson 2: Creating a New Cisco Unified Intelligence Center Report
- Know Your Data Source
- Reporting in a Multichannel Environment
- Create a New Report
- Create a New Report Definition and Report
- Create a Dashboard
- Creating New Data Sources
- * Lesson 3: Call Detail Record Searches
- Call Detail Records
- Importing a Report
- Exporting a Report
Lab Outline
- Lab 2-1: Installing and Configuring the Cisco Unified Intelligence Center Controller
- Lab 2-3: Managing Users and Security in Cisco Unified Intelligence Center
- Lab 3-1: Running a Stock Report
- Lab 3-2: Modifying a Stock Report
- Lab 4-2: Creating a Custom Report
- Lab 4-3: Call Detail Record Searches
Prerequisites
The knowledge and skills that a learner must have before attending this course are as follows:
- A working knowledge of Unified Contact Center Enterprise is desired.
- A working knowledge of contact center operations is desirable.