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DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP

Description

Deploying Unified Contact Center Enterprise v8.0 with CVP (DUCC-CVP v8.0) is an instructor-led course for system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.0 (CCE) product using Cisco Unified CVP. This course will give you an understanding of the Unified CCE v8.0 deployment capabilities, processes, fault tolerance, installation, and performing basic troubleshooting. We will accomplish this by installing the Unified CCE v8.0 software and introducing Unified CCE v8.0 troubleshooting tools.

This course includes supplemental information on Cisco Unified Contact Center Enterprise version 9.0. The information contained in the addendum covers topics related to significant feature changes that have been implemented since version 8.0. This material is presented as informational only and does not have any associated practice labs.

Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

  • Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, processes, and its environment
  • Install and configure a Cisco Unified CCE v8.0 system
  • Create routing options using an external SQL database and an Application Gateway
  • Install and configure Cisco Outbound Option
  • Install and utilize Cisco Support Tools, Cisco Analysis Manager, and Cisco Unified Intelligence Center

Prerequisites

The knowledge and skills that a learner must have before attending this course are as follows:

  • Attended the following class:
    • Cisco Unified Contact Center Enterprise Administration (AUCCE) v1.0
  • Have a strong knowledge of Microsoft Windows Server 2003 and Active Directory

Who Should Attend

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers
  • System engineers

The secondary audience for this course is as follows:

  • Customers who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products

Outline

Module 1: Cisco Unified Contact Center Enterprise v8.0 Overview

Lesson 1: Presenting Cisco Unified Contact Center Enterprise v8.0

      • About Cisco Unified CCE v8.0
      • Benefits of Cisco Unified CCE v8.0
      • Cisco Unified CCE v8.0 Options

Lesson 2: Cisco Unified Contact Center Enterprise v8.0 Deployment Models

    • Deployment Models
    • Cisco Unified CCE v8.0 Networks
    • Cisco Unified CCE v8.0 QoS
    • Cisco Unified CCE v8.0 Hardware and Software Compatibility
    • Introduction to PPDIOO

Module 2: Cisco Unified Contact Center Enterprise v8.0 Component Architecture

Lesson 1: Understanding Cisco Unified Contact Center Enterprise v8.0 Processes

      • Simple Startup
      • Simple Preroute Call Flow with CVP
      • ICM Processes
      • Simplex Central Controller Startup
      • Simplex Peripheral Gateway Startup
      • Administration & Data Server Startup
      • Configuration Change Sequence

Lesson 2: Understanding Cisco Unified Contact Center Enterprise v8.0 Fault Tolerance

    • Fault Tolerance Goals
    • ICM Fault Tolerance Methods
    • Central Controller Initialization
    • Enabled Synchronizer Messaging
    • Disabled Synchronizer Messaging
    • Route Request Messaging
    • Loss of Private Network
    • Peripheral Gateway Communications
    • Central Controller Node Failure Scenarios

Module 3: Installing Cisco Unified Contact Center Enterprise v8.0

Lesson 1: Introduction

      • System Peripheral Gateway Deployments
      • Call Flows
      • Parent-Child Call Flow Summaries
      • Module 3 Labs

Lesson 2: Integrating Cisco Unified Communications Manager

      • What Is Cisco Unified Communications Manager?
      • Terms Used in Cisco Unified Communications Manager
      • Configuring Basic Objects in Cisco Unified Communications Manager

Lesson 3: Integrating Cisco Unified CVP

      • What Is Cisco Unified CVP?
      • Configuring Cisco Unified CVP
      • Call Flows

Lesson 4: Installing the Cisco Unified CCE v8.0 Main Installer

      • Domain Models
      • Main Installer Installation
      • Domain Manager
      • ICM Instance

Lesson 5: Installing the Central Controller

      • Installing Router A
      • ICMDBA Tool
      • Installing Logger A
      • Administration & Data Servers

Lesson 6: Installing the Peripheral Gateway

      • Peripheral Gateway Configuration
      • Peripheral Gateway Setup

Lesson 7: Agent Desktop Options

      • Cisco CTI Server
      • Cisco CTI OS Toolkit
      • Cisco Agent Desktop
      • CRM Connectors

Lesson 8: Installing CTI Services

      • CTI Server Setup
      • CTI OS Server Setup
      • CTI OS Client Installation

Lesson 9: Completing the Configuration

    • ACD Configurations
    • Translation Route Configuration
    • Basic ICM Script

Module 4: Database and Application Driven Routing Options

Lesson 1: External Database Routing

      • Creating a Database
      • ICM Configuration
      • ICM Script

Lesson 2: Application Gateway

    • Application Gateway Overview
    • Cisco Unified CVP Script
    • ICM Configuration

Module 5: Installing Cisco Outbound Option

Lesson 1: Cisco Outbound Option Overview

      • Cisco Outbound Option Basics
      • Cisco Outbound Dialer Call Flows

Lesson 2: Cisco Outbound Option Installation

    • Configuration and Installation Summary
    • Configuration and Installation
    • Campaign Configurations

Module 6: Reporting and Maintenance Tools

Lesson 1: Cisco Unified Intelligence Center Overview

      • Benefits and Features
      • Deployment Models and Licensing
      • Administration

Lesson 2: Cisco Support Tools

      • Cisco Support Tools Overview
      • Support Tools Utilities
      • Cisco Common Tools Examples
      • Support Tools Server Installation
      • Support Tools Node Installation
      • Using Support Tools
      • Working with Log Files

Lesson 3: Cisco Unified Analysis Manager

    • Cisco Unified Analysis Manager Overview
    • Inventory
    • Tools
    • Administration

Addendum 1: Release Note Summaries

  • Release Notes 8.5(1)
  • Release Notes 8.5(2)
  • Release Notes 8.5(3)
  • Release Notes 8.5(4)
  • Release Notes 9.0(1)

Addendum 2: Hardware, Software and Compatibility

  • ICM 9.0(x) Hardware
    • Types of hardware supported
    • Server Classes
    • Collocated deployments
  • ICM/UCCE 9.0(x) Software
    • Windows support
    • SQL Server support
    • Client platforms
  • Compatibility
    • Version and product compatibility
    • Parent/Child compatibility
    • NAM/CICM compatibility

Addendum 3: Congestion Control

  • Congestion Control basics
  • Congestion Control thresholds and treatment modes
  • Congestion Control Serviceability
  • Troubleshooting Congestion Control issues

Addendum 4: Precision Routing

  • Define Precision Routing and terminology
  • Configuring Precision Routing
  • Reporting on Precision Queues
  • Troubleshooting Precision Queues

Addendum 5: Packaged Contact Center Enterprise

  • Describe Packaged CCE
  • Describe the deployment models and options available with Packaged CCE
  • Deploying Packaged CCE
  • Describe Packaged CCE web administration and APIs

Addendum 6: Finesse

  • Finesse Pre-Requisites and Installation
  • High Level Architecture
  • Finesse Web Services Overview
  • Finesse Gadgets
  • Finesse Administration
  • Finesse Troubleshooting

Lab Outline

Lab 3-1: Configuring Cisco Unified Communications Manager
Lab 3-2: Configuring Cisco Unified CVP
Lab 3-3: Installing the ICM Main Installer
Lab 3-4: Installing the ICM Central Controller
Lab 3-5: Installing the PG Generic Peripheral Gateway
Lab 3-6: Installing CTI Services
Lab 3-7: Completing the Installation
Lab 4-1: External Database Routing
Lab 4-2: Application Gateway
Lab 5-1: Cisco Outbound Option Installation
Lab 6-1: Cisco Support Tools Installation