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Deploying Cisco Unified Intelligence Center v8.0 (DUIC)

Course Description Schedule Course Outline
 

About this Course

Deploying Cisco Unified Intelligence Center (DUIC) 8.0 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.

Who should attend

This course is intended for:

  • Cisco customers
  • Cisco technology partners
  • Cisco employees

Class Prerequisites

The knowledge and skills that you should have before attending this course are:

  • A working knowledge of Unified Contact Center Enterprise
  • A working knowledge of contact center operations

What You Will Learn

Upon completing this course, you will 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

Outline: Deploying Cisco Unified Intelligence Center v8.0 (DUIC)

Module 1: Cisco Unified Intelligence Center Overview

Provide a comprehensive overview of the Cisco Unified Intelligence Center.

Lesson 1: Cisco Unified Intelligence Center Overview

  • Describe the major features of CUIC
  • Describe the different types of presentation formats
  • Explain how CUIC reports can be personalized to fit individual needs and roles

Lesson 2: Managing Cisco Unified Intelligence Center Components

  • Describe how to use the CUIC Controller to perform administrative, maintenance, and provisioning functions
  • Describe drawers from the Administration console

Lesson 3: Cisco Unified Intelligence Center Deployment Considerations

  • Explain the system (software) compatibility options
  • Explain the various CUIC deployment models
  • Explain how member nodes work with the controller node in a cluster deployment of CUIC
  • Describe how data is replicated across multiple reporting nodes

Lesson 4: Cisco Unified Intelligence Center Security and License Types

  • Define the various features of CUIC and list the features available by product licensing
  • Explain the various Report Template modifications in the two versions of the application
  • Describe how to secure CUIC from within the Security Center by segregating data and reports by users and user groups

Module 2: Cisco Unified Intelligence Center Installation, Administration, and Security

Demonstrate how to install, administer and provide security for the CUIC solution.

Lesson 1: Installing Cisco Unified Intelligence Center

  • Describe the basic pre-installation tasks, including obtaining the license file
  • Describe the basic installation configuration information as well as how to perform both media and hardware checks
  • Describe the process of installing the controller
  • Demonstrate how to log into the system, upload a license file and define a member node
  • Demonstrate how to install and configure a member node

Lesson 2: Cisco Unified Intelligence Center Administration

  • Describe the function of Super Users, how to set up user security, and how to identify the drawer that contains this functionality
  • Identify the drawer that allows you to list all configured devices, maintain the cluster and view the details of device configurations
  • Describe how to administer other nodes by using the Control Center drawer
  • Describe the integration with Cisco Unified CCE and the tasks involved in setting up the CUIC configuration

Lesson 3: Managing Users and Security in Cisco Unified Intelligence Center

  • Describe the features available in CUIC to ensure a secure system at the user level
  • Describe how to examine, modify, add or delete CUIC users
  • Describe how to examine, modify, add or delete user groups and explain their benefits
  • Explain how to modify user roles and permissions to reflect a customer’s specific security requirements

Module 3: Running Cisco Unified Intelligence Center Reports

Describe reporting concepts as well as capabilities and features of CUIC reports.

Lesson 1: Running Cisco Unified Intelligence Center Reports

  • Describe the concept of real-time vs. historical reports
  • Describe the various Stock Reporting templates
  • Demonstrate how to run Stock Reports

Lesson 2: Modifying Cisco Unified Intelligence Center Stock Reports

  • Describe how to save a copy of a Cisco Unified CCE Stock Report that will be modified
  • Modify the new report and observe the resulting changes
  • Save the new report for repeated use

Module 4: Cisco Unified Intelligence Center Custom Reporting

Provide a detailed description of how custom reports from normal data sources (Cisco UCCE and CVP) as well as new data sources can be created to specific customer requirements.

Lesson 1: Cisco Unified CCE Key Concepts

  • Describe how UCCE provides a consolidated view of data to Unified Intelligence Center
  • Describe how Unified Intelligence Center historical reports access the AWDB, which has views to historical data on the HDS database
  • Describe the UCCE database structure
  • Describe why report data can differ in a contact center

Lesson 2: Creating a New Cisco Unified Intelligence Center Report

  • Demonstrate how to create a new custom report
  • Describe how to modify the views of the data from the newly created custom report
  • Describe how to create a simple report definition and the script associated with it
  • Demonstrate how to create a dashboard and customize it to reflect several views

Lesson 3: Call Detail Record Searches

  • Describe how to import a new custom report
  • Demonstrate how to modify the views of the data from the newly imported custom report
  • Describe how to export a report

DUIC v8.0 Hands-On Lab Exercises:

  • Installing and Configuring the Cisco Unified Intelligence Center Controller
  • Managing Users and Security in Cisco Unified Intelligence Center
  • Running a Stock Report
  • Modifying a Stock Report
  • Creating a Custom Report
  • Call Detail Record Searches
Classroom Training

Duration 3 days

Price
  • United States: US$ 2,995
  • Cisco Learning Credits: 30 CLC
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Online Training
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