On the first day, various tips, tricks and Best Practices associated with the Unified Contact Center Enterprise (UCCE) environment will be presented. The areas discussed will be the steps necessary to design, implement and operate a working UCCE solution. The final part of this discussion will be steps to recognize the need to optimize and potentially upgrade the UCCE environment.
The second day will provide the students with access to a real-world lab environment. The students will work in teams to troubleshoot various issues. Examples are (but not limited to) a new call flow utilizing the Application Gateway that is broken, Integration issues in the Parent/Child (ICM/UCCX) configuration as well as UCCE integration issues between UCCE – Communications Manager – and the IP/IVR. Each set of troubles will be identical for the entire audience so that a resolutions discussion can take place and review the troubleshooting steps used.
This course is based on ICM Release7.0.
- Describe the steps needed to design a good UCCE solution.
- Develop a plan to implement a UCCE solution.
- Understand the tools available to both operate and eventually optimize the same solution.
- Leverage the experience they have gained to troubleshoot real world issues using sound troubleshooting methodologies.
Who Should Attend
This course is primarily intended for Telecom Managers, Console Operators, Telecom Analysts, Application Developers and other individuals responsible for designing and implementing the UCCE configuration.
- UCCE Design
- System Design
- Feature/function design
- Physical Design
- Device-level design
- Implementation plan
- Migration plan
- Staff development plan
- Acceptance test plan
- Plan for a successful Implementation
- Flash vs. phased implementation
- Multi-site consideration
- Maintenance window concerns
- Risk mitigation
- Tools for day-to-day monitoring
- EMS tracing
- Steps to optimize a UCCE solution
- Troubleshooting methodologies are discussed. Suggested approaches to troubleshooting approaches are examined before the troubleshooting begins. Multiple troubles are inserted into each scenario in order to challenge the student. The three troubleshooting scenarios are:
- Troubleshooting a new call flow using the Application Gateway
- Troubleshooting integration issues in a Parent/Child (ICM/UCCX) integration
- Troubleshooting integration issues between UCCE/Communications Manager/IP-IVR
- The course material is intended for customers and integrators of Cisco Unified Contact Center Enterprise.
- To receive the maximum benefit the student should meet either of the following two prerequisites:
- Formal training in ICMPT1, ICMPT2 & IPCCE followed with six months or more hands-on experience with the software
- 2+ years of hands-on experience with no formal training