Hands On

Hands On Training

This course includes practical application of the subjects covered.

Official

Official Curriculum

This course is part of the Course Vendor's official Course Curriculum.

Course Code DUCCE
Duration 5 Days
Price Available on request
Booking Request Info

Course Description

This course is designed for system engineers involved in the day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product. Delegates will gain an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting options.The Unified CCE software will be installed and the Unified CCE troubleshooting tools explored.

After you complete this course you will be able to:

  • Demonstrate an overall understanding of the Cisco Unified CCE system, processes, and its environment.
  • Install and configure a Cisco Unified CCE system.
  • Create routing options using an external SQL database and an Application Gateway.
  • Install and configure Cisco Outbound Options.
  • Install and utilize Cisco Support Tools, Cisco Analysis Manager, and Cisco Unified Intelligence Center.

Course Modules

Cisco Unified Contact Center Enterprise Overview (2 topics)

  • Presenting Cisco Unified Contact Center Enterprise
  • Cisco Unified Contact Center Enterprise Deployment Models

Cisco Unified Contact Center Enterprise Component Architecture (2 topics)

  • Understanding Cisco Unified Contact Center Enterprise Processes
  • Understanding Cisco Unified Contact Center Enterprise Fault Tolerance

Installing Cisco Unified Contact Center Enterprise (9 topics)

  • Introduction
  • Integrating Cisco Unified Communications Manager
  • Integrating Cisco Unified IP IVR
  • Installing the Cisco Unified CCE Main Installer
  • Installing the Central Controller
  • Installing the Peripheral Gateway
  • Agent Desktop Options
  • Installing CTI Services
  • Completing the Configuration

Database and Application Driven Routing Options (2 topics)

  • External Database Routing
  • Application Gateway

Installing Cisco Outbound Option (2 topics)

  • Cisco Outbound Option Overview
  • Cisco Outbound Option Installation

Reporting and Maintenance Tools (3 topics)

  • Cisco Unified Intelligence Center Overview
  • Cisco Support Tools
  • Cisco Unified Analysis Manager

Prerequisites

Attendees must meet the following prerequisites:
  • Attended Cisco Unified Contact Center Enterprise Administration (AUCCE) courses
  • Have a strong knowledge of Microsoft Windows Server 2003 and Active Directory

Additional Learning

The courses below may help you meet the knowledge level required to take this course. If you are unsure please ask a training advisor

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