DUCCE10 - Deploying Unified Contact Center Enterprise with CVP (DUCCE)

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course developed by Sunset Learning Institute intended for system engineers and customers who will be involved with day-to-day maintenance and installation of the Cisco Unified Contact Center Enterprise (CCE) product deployed in a CVP comprehensive environment. This course gives the learner an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and troubleshooting tools for inbound and outbound Contact Center functionality. This will be accomplished by installing and configuring the Unified CCE software and introducing Unified CCE troubleshooting tools.
DUCCE is intended for those installing the solution, or who may be responsible for Level 3 support of the solution. This course also serves as a good stepping-stone for AUCCE Part 1 and AUCCE Part 2, but is not a prerequisite. Students will learn enough about CCE scripting in this course to ensure system functionality only, not become scripting experts.

Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus. Student
Excellent presentation skills, subject matter knowledge, and command of the environment. Student
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect. Student

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Prerequisites


To fully benefit from this course, students should have the following prerequisite skills and knowledge:
? Working knowledge of basic networking and components (router, switch, NIC)
? Working knowledge of Microsoft Windows Server deployed within an Active Directory environment
? Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys

Detailed Class Syllabus


Module 1: Cisco Unified Contact Center Enterprise Foundations


Lesson 1: Introducing UCCE
Lesson 2: Unified CCE Architecture and Components
Lesson 3: UCCE Terms, Routing and Additional Components
Lesson 4: Accessing UCCE Tools

Module 2: Preparing UCCE for Basic IVR Scripting


Lesson 1: UCCE Call Flows and Protocols
Lesson 2: Introducing the Unified CCE Main Installer
Lesson 3: Central Controller Installation
Lesson 4: Installing Admin Data Servers and Clients
Lesson 5: Configuring ICM for CVP
Lesson 6: Configuring CVP for UCCE
Lesson 7: UCCE Voice Gateway Internetworking Considerations
Lesson 8: Basic IVR Scripting with Microapps

Module 3: Preparing UCCE for Basic Agent Functionality


Lesson 1: Configure UCM to Support UCCE
Lesson 2: Installing UCCE CTI Software
Lesson 3: UCCE Configuration and Scripting for Additional Agent and IVR Functionality
Lesson 4: Enabling Transfers and RONA

Module 4: Installing CCE VXML Solution


Lesson 1: Basic VXML Functionality
Lesson 2: Installing and Configuring VXML Solution
Lesson 3: Exploring Courtesy Callback

Module 5: Installing CCE Outbound


Lesson 1: Introduction to Outbound Option
Lesson 2: Outbound Option Installation and Configuration
Lesson 3: Configuring Outbound Option for Agent and IVR Campaigns

Module 6: Supporting CCE


Lesson 1: ICM Processes
Lesson 2: Diagnostic Framework Suite
Lesson 3: UCCE Support
Lesson 4: Service Assurance