Cisco Unified Contact Center Enterprise Deployment v11.5 (UCCE-D) - Outline

Detailed Course Outline

Module 1 Cisco Unified Contact Center Enterprise Overview

  • Lesson 1: Presenting Cisco Unified Contact Center Enterprise
    • Cisco Unified CCE Solutions
    • New/Deprecated Features and Enhancements
    • Cisco Unified CCE Reference Designs
    • Cisco Unified CCE Reference Design Specifications
    • Cisco Unified CCE Core Components
    • Optional Cisco Components
    • Optional Third-Party Components
    • Cisco Unified CCE Solution Integrated Features
    • Solution Administration
    • Compatibility
  • Lesson 2: Cisco Unified CCE Core Components
    • Cisco Unified Communications Manager
      • Cisco Unified CM Cluster Nodes
      • Cisco Unified CM Database Architecture
      • Intracluster Communications
      • Call Processing Subscriber Redundancy
      • CTI Manager Service
      • Partitions and Calling Search Spaces
      • Basic Call Handling
      • Agent Phones
    • Cisco Unified CCE/ICM
      • Definitions
      • Traditional ICM
      • Traditional ICM Deployment Models
      • ICM Components
      • ICM Databases
      • ICM Terms
      • Cisco Unified CVP
      • Cisco Unified CVP Product Components
      • Additional Component
      • Cisco Unified CVP Functional Deployment Models
  • Lesson 3: Cisco Unified CCE Options
    • Optional Cisco Unified CCE Components
    • Cisco Unified CCE Third-Party Components
    • Cisco Unified CCE Integrated Features
    • Solution Administration
  • Lesson 4: Basic Call Flow Models
    • Call Flow Types
    • Traditional ICM Pre-route
    • Traditional ICM Post-route
    • Cisco Unified CCE Call Flow
    • Traditional ICM Translation Routing
    • Translation Route to VRU

Module 2: Cisco Unified CCE Protocols, Processes and Services

  • Lesson 1: Cisco Unified CM
    • Cisco Unified CM Architecture
    • Cisco Unified CM Fault Tolerance
  • Lesson 2: Cisco Unified CCE/Intelligent Contact Manager
    • ICM Architecture
    • ICM Processes and Services
    • ICM Fault Tolerance
  • Lesson 3: Cisco Unified CVP
    • CVP Architecture
    • CVP Fault Tolerance

Module 3: Installing Cisco Unified Communications Manager

  • Lesson 1: Installation Prerequisites
    • Network
    • Platform
    • Software
    • Browser
    • Username and Password
    • Licensing
    • Required Installation Information
  • Lesson 2: Cisco Unified CM Installation
    • Installation Types
    • Pre-installation Tasks
    • Install CUCM
  • Lesson 3: Post-installation Configurations
    • Licensing
    • Service Activation
  • Lesson 4: Creating Basic Infrastructure
    • Regions
    • Device Pools
    • Partitions
    • Calling Search Spaces
    • Trunks
    • Route Groups
    • Route Lists
    • Route Patterns
    • IP Phones
    • Application User Accounts
  • Lesson 5: Upgrading Cisco Unified CM
    • Understanding Upgrades and Migrations
    • Requirements and Limitations
    • Supported Upgrade Paths
    • Upgrade Sequence and Timing
    • Pre-Upgrade Tasks
    • Upgrade Procedures

Module 4: Installing Intelligent Contact Manager

  • Lesson 1: Installation Requirements
    • Platform
    • Network
    • Software
    • VM
    • Compatibility
  • Lesson 2: Pre-installation Tasks
    • Set Up Active Directory and DNS
    • Set Up Virtual Machines
    • Set Up Third Party Software
  • Lesson 3: Install the Main Installer
    • Install the ICM Software Installer
    • Set Up Organizational Units
    • Add Users to Security Groups
  • Lesson 4: Install the Central Controller
    • Add ICM Instance
    • Create the Logger Database
    • Set Up the ICM Router
    • Set Up the ICM Logger
  • Lesson 5: Install the Administration and Data Server
    • Create the HDS Database
    • Set Up the Administration and Data Server
    • Start Central Controller
    • Set the Deployment Type and Congestion Control
  • Lesson 6: Install the Peripheral Gateway
    • Configure the PG for CUCM
    • Configure the PG for Cisco Unified CVP
    • Set Up the PG for CUCM
    • Set Up the PG for Cisco Unified CVP
    • Install the JTAPI Client for Cisco Unified CM PG
  • Lesson 7: Install CTI Services
    • Set Up CTI Server
  • Lesson 8: Cisco Finesse
    • Finesse Agent Desktop
    • Finesse IP Phone Agent
    • Installation Requirements
    • Install Finesse
    • Finesse Configurations
    • Upgrading Finesse
  • Lesson 9: Upgrading ICM
    • Multistage Upgrades
    • Pre-Upgrade Overview
    • Upgrade Overview

Module 5: Installing Cisco Unified CVP

  • Lesson 1: Installation Prerequisites
    • CVP Server
    • Ops Console
    • Reporting Server
    • Call Studio
  • Lesson 2: Install the CVP Server
    • Ops Console
    • CVP Server
    • Reporting Server
    • Remote Operations
    • License CVP Components
  • Lesson 3: Configure Cisco Unified CVP Components
    • Call Server
    • VXML Server
    • Media Server
    • Reporting Server
    • Gateways
    • Cisco Unified CM
    • ICM
    • ASR/TTS
  • Lesson 4: Upgrading Cisco Unified CVP Upgrade Path
    • Upgrade Strategies
    • Upgrade VM
    • Upgrade Windows
    • Upgrade CVP

Module 6: Installing and Configuring Cisco Unified CCE Options

  • Lesson 1: Cisco Outbound Option
    • Enable Outbound Option
    • Add Outbound Database
    • Configure the Media Routing PG and Dialer Peripheral
    • Configure the Dialer
    • Set Up the Media Routing PG and Dialer
    • Outbound Option Configurations
  • Lesson 2: Cisco Unified Intelligence Center
    • Installation Prerequisites
    • Install CUIC
    • Import Stock Reports
    • CUIC Configurations
    • Upgrading CUIC

Module 7: Supporting Cisco Unified CCE

  • Lesson 1: Maintenance Activities
    • Back-up and Restore
    • Database Purge
  • Lesson 2: UCCE Troubleshooting Tools
    • RTMT
    • Diagnostic Framework
    • System CLI
    • ICM Command Line Tools
    • Syslog and SNMP

Lab Outline

  • Lab 3-1: Configuring Cisco Unified Communications Manager
  • Lab 4-1: Install the ICM Main Installer
  • Lab 4-2: Install the ICM Central Controller and Administration & Data Server
  • Lab 4-3: Configure and Install a Generic PG and CTI Server for Cisco Unified CVP and Cisco Unified CM
  • Lab 4-4: Integrate and Test Cisco Finesse
  • Lab 5-1: Install, Configure and License Cisco Unified CVP
  • Lab 5-2: Configure Voice Browsers for Cisco Unified CVP
  • Lab 5-3: Cisco Unified CVP Proof of Concept
  • Lab 6-1: Configure an Agent-based Outbound Campaign
  • Lab 6-2: Configure a Transfer to IVR-based Outbound Campaign
  • Lab 6-3 License and Configure Cisco Unified Intelligence Center
  • Lab 7-1: Using Troubleshooting Tools