Deploying Cisco Unified Contact Center Enterprise Software v10.0 (DUCCEv2.0)

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.


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
Classroom training
Duration: 5 days
Price: US$ ----
 CLC: 38

Course Schedule:
Egypt, Cairo, Oct 2014
Dubai, Mar, 2015
Qatar, Doha,  Apr 2015

Deploying Cisco Unified Contact Center Enterprise Software v10.0 (DUCCEv2.0) - 5.0 out of 5 based on 1 vote

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