DUCCE – Deploying Unified Contact Center Enterprise

The Course Name: DUCCE – Deploying Unified Contact Center Enterprise

The Duration: 5 Days

The Overview:

The purpose of this course is to teach participants Cisco UCCE solution including installation, deploying HA and using troubleshooting tools to identify issues with inbound and outbound Contact Center functionality. This course is intended for those installing the Unified CCE solution, or those providing Level 3 solution support. Students will learn enough about CCE scripting in this course to ensure system functionality only.

What You Will Learn:

• How to identify the basic components and operations of the Unified CCE solution.
• How to use the available UCCE tools to complete a basic UCCE system installation.
• How to discuss the installation and configuration steps required to support agent functionality in a UCCE deployment.
• How to install a basic CCE VXML Solution.
• How to install, configure and run a CCE Outbound Option Campaign.
• How to describe how to support CCE.

The Course Index:

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
• What is 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

Labs:

Lab 1: Setting Up Your VPN and SIP Phone

Lab 2: Configuring Cisco Unified Communications Manager

Lab 3: Explore Your Voice Gateway (Ingress/VXML)

Lab 4: Install the ICM Main Installer

Lab 5: Install the ICM Central Controller and Admin and Data Server

Lab 6: Configure/Install PG for CVP and UCM

Lab 7: Install, Configure, and License CVP

Lab 8: Configure IOS Voice Gateway for CVP

Lab 9: Configure ICM for CVP Scripting

Lab 10: Prepare a Simple CVP Test Script

Lab 11: ICM Scripting with Microapps

Lab 12: Configure ICM for Basic Agent Functionality

Lab 13: Install CTI Components

Lab 14: CTI Route Point Initiated Calls

Lab 15: Implement Cisco Courtesy Callback

Lab 16: Configure Outbound Agent Campaign SCCP Dialer

Lab 17: Using Troubleshooting Tools