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Deploying Cisco Unified Contact Center Enterprise v1.0

Course Code: DUCCE

Version: 1.0

Day(s): 5
Price: £1,995.00 (ex. VAT)

CLC: 32

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Overview

Deploying Cisco Unified Intelligence Center (DUCCE) 1.0 is a five-day instructor-led course. 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.

Pre-Requisites

Familiarity with call center operations
Microsoft Active Directory
Microsoft Windows 2003
Microsoft SQL Server 2005

Next Course Dates

July
	09 Jul - 13 Jul, 2012	Wokingham	Add to Basket
October
	08 Oct - 12 Oct, 2012	Wokingham	Add to Basket

More dates in other countries...

June			Language
	25 Jun - 29 Jun, 2012	RUEIL ATHENEE (France)		Request Space
August			Language
	13 Aug - 17 Aug, 2012	Oslo, Global Knowledge (Norway)		Request Space
September			Language
	03 Sep - 07 Sep, 2012	Nieuwegein (Iepenhoeve 5) (Netherlands)	English	Request Space
November			Language
	05 Nov - 09 Nov, 2012	RUEIL ATHENEE (France)		Request Space

More Information

Target Audience

Cisco Unified Communications system channel partners, resellers, system engineers and customers who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products, as well as those partners looking to achieve the Cisco UCCE ATP.

Objectives

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.

Content

Module 1 Cisco Unified Contact Center Enterprise Overview

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

Module 2 Cisco Unified Contact Center Enterprise Component Architecture

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

Module 3 Installing Cisco Unified Contact Center Enterprise

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

Module 4 Database and Application Driven Routing Options

External Database Routing
Application Gateway

Module 5 Installing Cisco Outbound Option

Cisco Outbound Option Overview
Cisco Outbound Option Installation

Module 6 Reporting and Maintenance Tools

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

Certification

642-241 - Unified Contact Center Enterprise Design
642-242 - Unified Contact Center Enterprise Implementation
642-243 - Unified Contact Center Enterprise Support
All three exams are required for partners looking to achieve the Cisco UCCE ATP accreditation.

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