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

Level: Intermediate

This Cisco UCCE Deployment (UCCE-D) course is a 5-day instructor-led course that helps prepare learners to deploy the Cisco Unified CCE v11.5 solution. This course will provide the student with the underlying knowledge to understand deployment design solutions, requirements for deployment, and how to install and configure all major Cisco Unified CCE components. As a part of deployment activities, the student will learn to install and integrate Intelligent Contact Manager (ICM), Cisco Unified CVP components, Cisco Finesse, Cisco Unified Intelligence Center Agent and IVR-based Outbound Option dialing campaigns. Finally, this Cisco Unified Contat Center Enterprise Deployment course will teach the student to setup and use troubleshooting tools including RTMT, System CLI, Diagnostic Framework, and ICM command-line utilities to find status information and log files, and to track a call from the point of entry to the agent desktop. Redeem your Cisco

Learning Credits (CLCs) for this Cisco UCCE Deployment training course.

Key Features of this UCCE Deployment Training:

  • Cisco Authorized course content
  • Authorized Cisco instructor
  • Eligible for Cisco Learning Credit (CLC) redemption
  • Attend in-class, online or bring the course to your facility
  • Expansive course catalog to go deeper into Cisco or broaden you skills beyond

You Will Learn How To:

  • Identify the basic components and operations of the Unified CCE solution.
  • Use the available UCCE tools to complete a basic UCCE system installation.
  • Discuss the installation and configuration steps required to support agent functionality in a UCCE deployment.
  • Install a basic CCE VXML Solution.
  • Install, configure and run a CCE Outbound Option Campaign.
  • Describe how to support CCE.

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LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

  • 5-day instructor-led training course
  • Authorized Cisco Training Provider
  • Pay later by invoice -OR- at the time of checkout by credit card
  • Attend virtually from your home or office
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Standard $4395

Government $3955

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Note: This course runs for 5 Days

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Important UCCE Deployment Course Information

  • Requirements

    • Working knowledge of Cisco networking and components such as routers and switches.
    • Working knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
    • Attendance in AUCCE Part 1 (AUCCE1) or equivalent real world experience is strongly recommended to attend this course.
    • To participate in the hands-on labs in this class, you need to bring a laptop computer with the following:
      • Windows 7 or 8.1 or 10 is recommended. Mac OSX 10.6 or greater is supported as well.
      • Intel Celeron or better processors are preferred.
      • 1 GB or more of RAM
      • Browser Requirements: Internet Explorer 10 or greater or Mozilla Firefox. (Safari and Mozilla Firefox for Mac OSX)
        Note: Our labs currently cannot run on Microsoft Edge (Windows 10) due to it not supporting Extensions/Add-ons or Google Chrome due to Java being removed from the platform itself.
      • All students are required to have administrator rights to their PCs and cannot be logged in to a domain using any Group Policies that will limit their machine's capabilities.
      • If you do not have administrator rights to your PC, you at least need permissions to download, install, and run Cisco Any Connect Client and Java.
      • If you are participating in a WebEx event, it is highly recommended to take this class at a location that has bandwidth speeds at a minimum of 1 Mbps bandwidth speeds.
      • All PCs require the latest Java Runtime Environment, which can be downloaded from www.java.com.
  • Redeem Your Cisco Learning Credits (CLCs)

UCCE Deployment Course Outline

  • Module 1: Cisco Unified Contact Center Enterprise v10 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 Protocols and Call Flows

    Lesson 2: Using Domain Manager

    Lesson 3: Introducing the Unified CCE Main Installer

    Lesson 4: Central Controller Installation

    Lesson 5: Installing Admin Data Servers and Clients

    Lesson 6: Configuring ICM for CVP

    Lesson 7: Configuring CVP for UCCE

    Lesson 8: UCCE Voice Gateway Internetworking ConsiderationsIntroducing SIP

    Lesson 9: 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 and Configuring 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 Option

    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

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UCCE Deployment Training FAQs

  • How do I redeem my Cisco Learning Credits (CLCs) for this UCCE Deployment course?

    During your checkout of the course, make sure to select Credits & Vouchers within the payment method. Highlight and click CLC and enter the sales order number that you were issued by Cisco.

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