Deploying Cisco Unified Contact Center Enterprise Software (DUCCE)

Course Description Agenda
 

A qui s'adresse cette formation

  • Channel Partner / Reseller
  • Customer
  • Employee

Certifications

Cette formation fait partie de la certification:

Pré-requis

Strong knowledge of Microsoft Windows Server 2003 and Active Directory Administering Cisco Unified Contact Center Enterprise v1.0

Objectifs

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course presented by training partners. The course allows learners to deploy the Unified CCE v10.0 solution including installation, deploying HA and using troubleshooting tools to identify issues with inbound and outbound Contact Center functionality. This course is intended for those installing the Unified CCE solution, or those providing Level 3 solution support. This course also serves as a foundation for the two corresponding UCCE Administration courses, but is not a prerequisite. Students will learn enough about CCE scripting in this course to ensure system functionality only. A separate course exists for advanced scripting. Upon completing this course, the learner will be able to meet these overall objectives:

  • 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.

Contenu

Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE
  • Unified CCE Architecture and Components
  • UCCE Terms, Routing and Additional Components
  • Accessing UCCE Tools

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

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

Installing and Configuring CCE VXML Solution

  • Basic VXML Functionality
  • Installing and Configuring VXML Solution
  • Exploring Courtesy Callback

Installing CCE Outbound Option

  • Introduction to Outbound Option
  • Outbound Option Installation and Configuration
  • Configuring Outbound Option for Agent and IVR Campaigns

Supporting CCE

  • ICM Processes
  • Diagnostic Framework Suite
  • UCCE Support
  • Service Assurance
Classroom training
Modality: C

Durée 5 jours

Prix (Hors Taxe)
  • France: 3 850,- €
Dates et Inscription
 
pointer une ville pour s'enregistrer Agenda
France
01.07. - 05.07.2019 Paris
04.11. - 08.11.2019 Paris
Europe
Bulgarie
09.12. - 13.12.2019 Sofia Langue: Anglais
Croatia
10.06. - 14.06.2019 Zagreb Langue: Anglais
Hongrie
23.09. - 27.09.2019 Budapest Langue: Anglais
Royaume-Uni
08.07. - 12.07.2019 London, City
28.10. - 01.11.2019 London, City
North America
Etats-Unis
13.05. - 17.05.2019 Formation en ligne Fuseau horaire: US/Eastern Langue: Anglais
Canada
13.05. - 17.05.2019 Formation en ligne Fuseau horaire: Canada/Eastern Langue: Anglais
Cours en ligne avec instructeur