Deploying Cisco Unified Contact Center Enterprise Software v10 (DUCCE)

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

Lesson 1: Introducing UCCE

• Unified CCE Overview
• Attributes of Cisco Unified CCE
• Cisco Unified CCE Components
• Unified CCE Naming Conventions
• Cisco Unified CCE Options
• Agent Desktop Options
• Whats New

Lesson 2: Unified CCE Architecture and Components

• Overview
• Voice Gateways
• Cisco Unified Communications Manager (UCM)
• Agent Phones and Features
• Intelligent Contact Management (ICM)
• Customer Voice Portal (CVP)
• VXML
• Features of Unified CVP

Lesson 3: UCCE Terms, Routing and Additional Components

• Unified CCE Terms
• Unified CCE Call Flow Types
• Additional Unified CCE Components
• Contact Center Management Portal (CCMP)
• Cisco Unified Intelligence Center
• Geographic Dependencies/CCE Networks
• Packaged Contact Center Enterprise (PCCE)

Lesson 4: Accessing UCCE Tools

• Accessing UCM
• Accessing ICM
• Accessing CVP
• Accessing Voice Gateways
• Accessing Contact Center Management Portal (CCMP)

Module 2: Preparing UCCE for Basic IVR Scripting

Lesson 1: UCCE Protocols and Call Flows

• UCCE Comprehensive Call Flows
• UCCE Comprehensive Protocols
• Installation and Configuration Checklist

Lesson 2: Using Domain Manager

• Active Directory (A/D) Overview
• Domain Manager and Organizational Units (OUs)

Lesson 3: Introducing the Unified CCE Main Installer

• Overview
• Domain Manager
• ICM Main Installer
• Web Setup Tool
• PG Setup Tool
• Admin Data Client Installer

Lesson 4: Central Controller Installation

• Using the Web Setup Tool
• ICMdba for Logger Databases
• Using Web Setup for Routers
• Using Web Setup for Loggers
• Diagnostic Framework Portico

Lesson 5: Installing Admin Data Servers and Clients

• Admin Workstation Types
• Using ICMdba for Admin Workstation Databases
• Using Web Admin to Configure Admin Data Server
• Installing the Admin Data Client
• Configuration Manager Overview

Lesson 6: Configuring ICM for CVP

• Overview
• ICM Configuration for CVP Support
• ICM PG Setup for CVP Support

Lesson 7: Configuring CVP for UCCE

• Overview
• Installing CVP Server
• Installing the Operations Console
• Installing Remote Operations
• Installing the Reporting Server
• Ops Console Overview
• Configuring a Call Server
• Configuring a VXML Server
• Configuring a Reporting Server
• Configuring a Media Server in Ops Console
• Licensing
• Verify Your Configuration
• SIP Routing Options for CVP

Lesson 8: UCCE Voice Gateway Internetworking Considerations

• Introducing SIP
• Ingress / VXML Gateway Overview
• Ingress / VXML Gateway CVP File Transfer to Flash
• Ingress / VXML Gateway File Transfer
• Call Server Configuration
• SIP Proxy Configuration
• CUCM Configuration

Lesson 9: Basic IVR Scripting with Microapps

• UCCE Script Editors
• ICM Script Editor Overview
• Using ICM Script Editor Nodes
• Configuring ICM Script Editor Nodes
• Scheduling ICM Scripts
• Scripting with a Microapp

Module 3: Preparing UCCE for Basic Agent Functionality

Lesson 1: Configure UCM to Support UCCE

• Protocol Review
• UCM Configuration Steps
• PG Configuration and Setup
• Loading JTAPI Client
• CTI Route Point Considerations
• Real Time Monitoring Tool
• Verifying Functionality

Lesson 2: Installing UCCE CTI Software

• CTI Overview
• Installing CTI Server with PG Setup Tool
• Installing CTIOS Server
• Installing CTIOS Agent Desktop
• Agent and Skill Group Configuration
• Agent Targeting Rule
• Testing the Agent Functionality

Lesson 3: UCCE Configuration and Scripting for Additional Agent and IVR Functionality

• Overview
• Understanding Variables
• Understanding Microapps
• Understanding Media Server and Audio Files
• Audio Prompt Gateway Considerations
• Implementing Microapps in an ICM Script
• Implementing Queuing Nodes in an ICM Script

Lesson 4: Enabling Transfers and RONA

• Transfer Types Overview
• Subsequent Transfer Considerations
• ICM Configuration Steps
• UCM Configuration Steps
• RONA

Module 4: Installing and Configuring CCE VXML Solution

Lesson 1: Basic VXML Functionality

• What is VXML
• Cisco Unified CVP VXML Solution

Lesson 2: Installing and Configuring VXML Solution

• Cisco Unified CVP VXML Server Configuration
• Cisco Unified Call Studio Project Configuration
• Project Deployment and VXML Server Maintenance Tasks
• ICM Considerations for VXML Application Support

Lesson 3: Exploring Courtesy Callback

• What is Courtesy Callback?
• Courtesy Callback Call Flow
• Courtesy Callback Considerations
• Configuring Courtesy Callback

Module 5: Installing CCE Outbound Option

Lesson 1: Introduction to Outbound Option

• Outbound Option Overview
• Outbound Option Components
• Dialer Types
• Dialing Modes
• Outbound Campaign Features
• SIP Call Flows
• SIP Dialer Design Considerations
• Voice Gateway Design Considerations

Lesson 2: Outbound Option Installation and Configuration

• ICM Installation and Configuration for Outbound Option
• Voice Gateway and Unified CM Considerations
• Outbound Option Installation Verification

Lesson 3: Configuring Outbound Option for Agent and IVR Campaigns

• Campaign Types Overview
• Prerequisite Configurations for Outbound Campaigns
• Agent-Based Campaign
• Agent-Based Campaign Scripting
• IVR Based Campaign Configuration
• IVR Based Campaign Scripting

Module 6: Supporting CCE

Lesson 1: ICM Processes

• Simple Startup
• Simplex Central Controller Startup Detail
• Simplex PG Startup
• Administration and Data Server Startup
• ICM Fault Tolerance
• Duplexed Central Controllers
• Central Controller Failure Scenarios
• Configuration Change Sequence

Lesson 2: Diagnostic Framework Suite

• Diagnostic Framework Suite Review
• Analysis Manager
• Unified System CLI
• Diagnostic Framework Portico

Lesson 3: UCCE Support

• ICM Support
• CVP Support
• Gateway Support
• UCM Support

Lesson 4: Service Assurance

• Syslog and SNMP
• Failover and High Availability