Detailed Outlines
Course Outlines
1. Course Introduction
- Overview
- Learner Prerequisite Skills and Knowledge
- Course Goal and Objectives
- Course Flow
- Additional References
- Your Training Curriculum
2. Cisco Unified Contact Center Enterprise v10 Foundations
- Introducing UCCE
- Unified CCE Architecture and Components
- UCCE Terms, Routing, and Additional Components
- Accessing UCCE Tools
3. Preparing UCCE for Basic IVR Scripting
- UCCE Protocols and Call Flows
- Using Domain Manager
- Introducing the Unified CCE Main Installer
- Central Controller Installation
- Installing Admin Data Servers and Clients
- Configuring ICM for CVP
- Configuring CVP for UCCE
- UCCE Voice Gateway Internetworking Considerations
- Basic IVR Scripting with Microapps
4. Preparing UCCE for Basic Agent Functionality
- Configure UCM to Support UCCE
- Installing UCCE CTI Software
- UCCE Configuration and Scripting for Additional Agent and IVR Functionality
- Enabling Transfers and RONA
5. Installing and Configuring CCE VXML Solution
- Basic VXML Functionality
- Installing and Configuring VXML Solution
- Exploring Courtesy Callback
6. Installing CCE Outbound Option
- Introduction to Outbound Option
- Outbound Option Installation and Configuration
- Configuring Outbound Option for Agent and IVR Campaigns
7. Supporting CCE
- ICM Processes
- Diagnostic Framework Suite
- UCCE Support
- Service Assurance
Objectives and Pre-requisites
Course Objectives
- Deploying the Unified CCE v10.0 solution including installation.
- Deploying HA.
- Using troubleshooting tools to identify issues with inbound and outbound Contact Center functionality.
- CCE scripting in this course to ensure system functionality only.
- Additional CCE scripting information and lab exercises are provided in AUCCE1 and AUCCE2.
Prerequisites
The knowledge and skills you must have before attending this course are as follows:
- Basic networking and components (router, switch, NIC)
- Microsoft Windows Server deployed within an Active Directory environment
- A Windows computer including a mouse and the simultaneous use of the Alt-Tab keys
- For additional depth in UCCE product knowledge, we recommend that you attend AUCCE1 prior to attending DUCCE
