Course Content
Cisco Unified Contact Center Enterprise Deployment (UCCE-D) 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 understand how to install and integrate Intelligent Contact Manager (ICM) with Active Directory, how to install and integrate Cisco Unified CVP components using an IOS-based voice browser and Cisco Virtualized Voice Browser (Cisco VVB), how to install and integrate Cisco Finesse, how to install and integrate Cisco Unified Intelligence Center with Active Directory and associated Data Sources for reporting purposes, and how to install and configure Agent- and IVR-based Outbound Option dialing campaigns. And finally, the student will learn how 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.
Who should attend
- Cisco Unified Communications system channel partners and resellers.
- System and technical support engineers.
- Customers who are deploying and maintaining Cisco Unified CCE solution products.
Prerequisites
- All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform with these capabilities:
- A Microsoft Windows PC (Windows Vista, Windows 7, and Windows 8) or virtual machine with full audio capabilities.
- Must have already installed Cisco AnyConnect VPN software and Cisco IP Communicator or have Administrator rights to install Cisco AnyConnect VPN software and Cisco IP Communicator.
- Access to the internet with speeds greater than 1 Mbps.
- Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
- Must have the ability to use Remote Desktop Connection for access to lab servers.
- Headsets for audio communications can be helpful.
- 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 Cisco Unified CCE Administration classes or equivalent real world experience. This class will assume the student has a solid working knowledge of Cisco Unified CCE and its administration.
Course Objectives
- Understand CCE solutions, architecture, solution options, deployment models, integrated features and call flow options.
- Understand underlying Cisco Unified CCE processes, messaging and fault tolerance schemes.
- Install, upgrade and make basic configurations in Cisco Unified Communications Manager.
- Install, create databases, integrate, and upgrade all ICM components to include the ICM Router, Logger, Administration & Data Server, Peripheral Gateways, CTI Gateway and Cisco Finesse.
- Install, integrate, configure, and upgrade Cisco Unified CVP components to include the CVP Call Server, Voice XML Server, Media Server, Reporting Server and Cisco VVB.
- Install, upgrade, and make configurations for Cisco Unified Intelligence Center and Cisco Outbound Option Agent- and IVR-based campaigns.
Outline: Cisco Unified Contact Center Enterprise Deployment v11.5 (UCCE-D)
Module 1 Cisco Unified Contact Center Enterprise Overview
- Lesson 1: Presenting Cisco Unified Contact Center Enterprise
- Cisco Unified CCE Solutions
- New/Deprecated Features and Enhancements
- Cisco Unified CCE Reference Designs
- Cisco Unified CCE Reference Design Specifications
- Cisco Unified CCE Core Components
- Optional Cisco Components
- Optional Third-Party Components
- Cisco Unified CCE Solution Integrated Features
- Solution Administration
- Compatibility
- Lesson 2: Cisco Unified CCE Core Components
- Cisco Unified Communications Manager
- Cisco Unified CM Cluster Nodes
- Cisco Unified CM Database Architecture
- Intracluster Communications
- Call Processing Subscriber Redundancy
- CTI Manager Service
- Partitions and Calling Search Spaces
- Basic Call Handling
- Agent Phones
- Cisco Unified CCE/ICM
- Definitions
- Traditional ICM
- Traditional ICM Deployment Models
- ICM Components
- ICM Databases
- ICM Terms
- Cisco Unified CVP
- Cisco Unified CVP Product Components
- Additional Component
- Cisco Unified CVP Functional Deployment Models
- Cisco Unified Communications Manager
- Lesson 3: Cisco Unified CCE Options
- Optional Cisco Unified CCE Components
- Cisco Unified CCE Third-Party Components
- Cisco Unified CCE Integrated Features
- Solution Administration
- Lesson 4: Basic Call Flow Models
- Call Flow Types
- Traditional ICM Pre-route
- Traditional ICM Post-route
- Cisco Unified CCE Call Flow
- Traditional ICM Translation Routing
- Translation Route to VRU
Module 2: Cisco Unified CCE Protocols, Processes and Services
- Lesson 1: Cisco Unified CM
- Cisco Unified CM Architecture
- Cisco Unified CM Fault Tolerance
- Lesson 2: Cisco Unified CCE/Intelligent Contact Manager
- ICM Architecture
- ICM Processes and Services
- ICM Fault Tolerance
- Lesson 3: Cisco Unified CVP
- CVP Architecture
- CVP Fault Tolerance
Module 3: Installing Cisco Unified Communications Manager
- Lesson 1: Installation Prerequisites
- Network
- Platform
- Software
- Browser
- Username and Password
- Licensing
- Required Installation Information
- Lesson 2: Cisco Unified CM Installation
- Installation Types
- Pre-installation Tasks
- Install CUCM
- Lesson 3: Post-installation Configurations
- Licensing
- Service Activation
- Lesson 4: Creating Basic Infrastructure
- Regions
- Device Pools
- Partitions
- Calling Search Spaces
- Trunks
- Route Groups
- Route Lists
- Route Patterns
- IP Phones
- Application User Accounts
- Lesson 5: Upgrading Cisco Unified CM
- Understanding Upgrades and Migrations
- Requirements and Limitations
- Supported Upgrade Paths
- Upgrade Sequence and Timing
- Pre-Upgrade Tasks
- Upgrade Procedures
Module 4: Installing Intelligent Contact Manager
- Lesson 1: Installation Requirements
- Platform
- Network
- Software
- VM
- Compatibility
- Lesson 2: Pre-installation Tasks
- Set Up Active Directory and DNS
- Set Up Virtual Machines
- Set Up Third Party Software
- Lesson 3: Install the Main Installer
- Install the ICM Software Installer
- Set Up Organizational Units
- Add Users to Security Groups
- Lesson 4: Install the Central Controller
- Add ICM Instance
- Create the Logger Database
- Set Up the ICM Router
- Set Up the ICM Logger
- Lesson 5: Install the Administration and Data Server
- Create the HDS Database
- Set Up the Administration and Data Server
- Start Central Controller
- Set the Deployment Type and Congestion Control
- Lesson 6: Install the Peripheral Gateway
- Configure the PG for CUCM
- Configure the PG for Cisco Unified CVP
- Set Up the PG for CUCM
- Set Up the PG for Cisco Unified CVP
- Install the JTAPI Client for Cisco Unified CM PG
- Lesson 7: Install CTI Services
- Set Up CTI Server
- Lesson 8: Cisco Finesse
- Finesse Agent Desktop
- Finesse IP Phone Agent
- Installation Requirements
- Install Finesse
- Finesse Configurations
- Upgrading Finesse
- Lesson 9: Upgrading ICM
- Multistage Upgrades
- Pre-Upgrade Overview
- Upgrade Overview
Module 5: Installing Cisco Unified CVP
- Lesson 1: Installation Prerequisites
- CVP Server
- Ops Console
- Reporting Server
- Call Studio
- Lesson 2: Install the CVP Server
- Ops Console
- CVP Server
- Reporting Server
- Remote Operations
- License CVP Components
- Lesson 3: Configure Cisco Unified CVP Components
- Call Server
- VXML Server
- Media Server
- Reporting Server
- Gateways
- Cisco Unified CM
- ICM
- ASR/TTS
- Lesson 4: Upgrading Cisco Unified CVP Upgrade Path
- Upgrade Strategies
- Upgrade VM
- Upgrade Windows
- Upgrade CVP
Module 6: Installing and Configuring Cisco Unified CCE Options
- Lesson 1: Cisco Outbound Option
- Enable Outbound Option
- Add Outbound Database
- Configure the Media Routing PG and Dialer Peripheral
- Configure the Dialer
- Set Up the Media Routing PG and Dialer
- Outbound Option Configurations
- Lesson 2: Cisco Unified Intelligence Center
- Installation Prerequisites
- Install CUIC
- Import Stock Reports
- CUIC Configurations
- Upgrading CUIC
Module 7: Supporting Cisco Unified CCE
- Lesson 1: Maintenance Activities
- Back-up and Restore
- Database Purge
- Lesson 2: UCCE Troubleshooting Tools
- RTMT
- Diagnostic Framework
- System CLI
- ICM Command Line Tools
- Syslog and SNMP
Lab Outline
- Lab 3-1: Configuring Cisco Unified Communications Manager
- Lab 4-1: Install the ICM Main Installer
- Lab 4-2: Install the ICM Central Controller and Administration & Data Server
- Lab 4-3: Configure and Install a Generic PG and CTI Server for Cisco Unified CVP and Cisco Unified CM
- Lab 4-4: Integrate and Test Cisco Finesse
- Lab 5-1: Install, Configure and License Cisco Unified CVP
- Lab 5-2: Configure Voice Browsers for Cisco Unified CVP
- Lab 5-3: Cisco Unified CVP Proof of Concept
- Lab 6-1: Configure an Agent-based Outbound Campaign
- Lab 6-2: Configure a Transfer to IVR-based Outbound Campaign
- Lab 6-3 License and Configure Cisco Unified Intelligence Center
- Lab 7-1: Using Troubleshooting Tools