DUCCE v10.0 - Deploying Unified Contact Center Enterprise

Description

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course that helps prepare 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. Students will learn enough about CCE scripting in this course to ensure system functionality only. Additional CCE scripting information and lab exercises are provided in AUCCE1 & AUCCE2.

To participate in the hands-on labs in this class, you need to bring a laptop computer with the following:

• We recommend using at least a Pentium 4 or better and 1 GB of RAM or more.
• We recommend running Windows XP Professional SP3 or greater (Vista & Windows 7/8).
  Mac & Linux machines are also supported.
• Browser Requirements: Internet Explorer 10 or greater or Mozilla Firefox. (Safari and Mozilla Firefox for Mac OSX)
• All students are required to have administrator rights to their PCs and cannot be logged in to a domain using any Group Policies that will limit their machine's capabilities.
• If you do not have administrator rights to your PC, you at least need permissions to download, install, and run Cisco Any Connect Client.
• If you are participating in a WebEx event, it is highly recommended to take this class at a location that has bandwidth speeds at a minimum of 1 Mbps bandwidth speeds.

If you have any questions or issues with meeting the recommended requirements, please contact us at rlt@skyline-ats.com to discuss.

Objectives

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.

Prerequisites

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

• 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 AUCCE Part 1 (AUCCE1) or equivalent real world experience is strongly recommended to attend this course.

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 deploying and maintaining Cisco Unified Contact Center Enterprise products

Outline

Course Introduction

• Overview
  • Learner Prerequisite Skills and Knowledge
• Course Goal and Objectives
• Course Flow
• Additional References
• Your Training Curriculum

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

Lesson 1: Introducing UCCE
• Unified CCE Overview
• Attributes of Cisco Unified CCE
• Cisco Unified CCE Components
• Unified CCE Naming Conventions
• Cisco Unified CCE Options
• Agent Desktop Options
• Whats New


Lesson 2: Unified CCE Architecture and Components

• Overview
• Voice Gateways
• Cisco Unified Communications Manager (UCM)
• Agent Phones and Features
• Intelligent Contact Management (ICM)
• Customer Voice Portal (CVP)
• VXML
• Features of Unified CVP


Lesson 3: UCCE Terms, Routing and Additional Components

• Unified CCE Terms
• Unified CCE Call Flow Types
• Additional Unified CCE Components
• Contact Center Management Portal (CCMP)
• Cisco Unified Intelligence Center
• Geographic Dependencies/CCE Networks
• Packaged Contact Center Enterprise (PCCE)


Lesson 4: Accessing UCCE Tools

• Accessing UCM
• Accessing ICM
• Accessing CVP
• Accessing Voice Gateways
• Accessing Contact Center Management Portal (CCMP)

Module 2: Preparing UCCE for Basic IVR Scripting

Lesson 1: UCCE Protocols and Call Flows
• UCCE Comprehensive Call Flows
• UCCE Comprehensive Protocols
• Installation and Configuration Checklist


Lesson 2: Using Domain Manager

• Active Directory (A/D) Overview
• Domain Manager and Organizational Units (OUs)


Lesson 3: Introducing the Unified CCE Main Installer

• Overview
• Domain Manager
• ICM Main Installer
• Web Setup Tool
• PG Setup Tool
• Admin Data Client Installer


Lesson 4: Central Controller Installation

• Using the Web Setup Tool
• ICMdba for Logger Databases
• Using Web Setup for Routers
• Using Web Setup for Loggers
• Diagnostic Framework Portico


Lesson 5: Installing Admin Data Servers and Clients

• Admin Workstation Types
• Using ICMdba for Admin Workstation Databases
• Using Web Admin to Configure Admin Data Server
• Installing the Admin Data Client
• Configuration Manager Overview


Lesson 6: Configuring ICM for CVP

• Overview
• ICM Configuration for CVP Support
• ICM PG Setup for CVP Support


Lesson 7: Configuring CVP for UCCE

• Overview
• Installing CVP Server
• Installing the Operations Console
• Installing Remote Operations
• Installing the Reporting Server
• Ops Console Overview
• Configuring a Call Server
• Configuring a VXML Server
• Configuring a Reporting Server
• Configuring a Media Server in Ops Console
• Licensing
• Verify Your Configuration
• SIP Routing Options for CVP


Lesson 8: UCCE Voice Gateway Internetworking Considerations

• Introducing SIP
• Ingress / VXML Gateway Overview
• Ingress / VXML Gateway CVP File Transfer to Flash
• Ingress / VXML Gateway File Transfer
• Call Server Configuration
• SIP Proxy Configuration
• CUCM Configuration


Lesson 9: Basic IVR Scripting with Microapps

• UCCE Script Editors
• ICM Script Editor Overview
• Using ICM Script Editor Nodes
• Configuring ICM Script Editor Nodes
• Scheduling ICM Scripts
• Scripting with a Microapp

Module 3: Preparing UCCE for Basic Agent Functionality

Lesson 1: Configure UCM to Support UCCE
• Protocol Review
• UCM Configuration Steps
• PG Configuration and Setup
• Loading JTAPI Client
• CTI Route Point Considerations
• Real Time Monitoring Tool
• Verifying Functionality


Lesson 2: Installing UCCE CTI Software

• CTI Overview
• Installing CTI Server with PG Setup Tool
• Installing CTIOS Server
• Installing CTIOS Agent Desktop
• Agent and Skill Group Configuration
• Agent Targeting Rule
• Testing the Agent Functionality


Lesson 3: UCCE Configuration and Scripting for Additional Agent and IVR Functionality

• Overview
• Understanding Variables
• Understanding Microapps
• Understanding Media Server and Audio Files
• Audio Prompt Gateway Considerations
• Implementing Microapps in an ICM Script
• Implementing Queuing Nodes in an ICM Script


Lesson 4: Enabling Transfers and RONA

• Transfer Types Overview
• Subsequent Transfer Considerations
• ICM Configuration Steps
• UCM Configuration Steps
• RONA

Module 4: Installing and Configuring CCE VXML Solution

Lesson 1: Basic VXML Functionality
• What is VXML
• Cisco Unified CVP VXML Solution


Lesson 2: Installing and Configuring VXML Solution

• Cisco Unified CVP VXML Server Configuration
• Cisco Unified Call Studio Project Configuration
• Project Deployment and VXML Server Maintenance Tasks
• ICM Considerations for VXML Application Support


Lesson 3: Exploring Courtesy Callback

• What is Courtesy Callback?
• Courtesy Callback Call Flow
• Courtesy Callback Considerations
• Configuring Courtesy Callback

Module 5: Installing CCE Outbound Option

Lesson 1: Introduction to Outbound Option
• Outbound Option Overview
• Outbound Option Components
• Dialer Types
• Dialing Modes
• Outbound Campaign Features
• SIP Call Flows
• SIP Dialer Design Considerations
• Voice Gateway Design Considerations


Lesson 2: Outbound Option Installation and Configuration

• ICM Installation and Configuration for Outbound Option
• Voice Gateway and Unified CM Considerations
• Outbound Option Installation Verification


Lesson 3: Configuring Outbound Option for Agent and IVR Campaigns

• Campaign Types Overview
• Prerequisite Configurations for Outbound Campaigns
• Agent-Based Campaign
• Agent-Based Campaign Scripting
• IVR Based Campaign Configuration
• IVR Based Campaign Scripting

Module 6: Supporting CCE

Lesson 1: ICM Processes
• Simple Startup
• Simplex Central Controller Startup Detail
• Simplex PG Startup
• Administration and Data Server Startup
• ICM Fault Tolerance
• Duplexed Central Controllers
• Central Controller Failure Scenarios
• Configuration Change Sequence


Lesson 2: Diagnostic Framework Suite

• Diagnostic Framework Suite Review
• Analysis Manager
• Unified System CLI
• Diagnostic Framework Portico


Lesson 3: UCCE Support

• ICM Support
• CVP Support
• Gateway Support
• UCM Support


Lesson 4: Service Assurance

• Syslog and SNMP
• Failover and High Availability

Lab Outline

Lab 1-0: Setting up your VPN and SIP phone
Lab 1-1: Configuring Cisco Unified Communications Manager
Lab 1-2: Explore Your Voice Gateway (Ingress/VXML)
Lab 2-1: Install the ICM Main Installer
Lab 2-2: Install the ICM Central Controller and Admin & Data Server
Lab 2-3: Configure/Install PG for CVP and UCM
Lab 2-4: Install, Configure and License CVP
Lab 2-5: Configure IOS Voice Gateway for CVP
Lab 2-6: Configure ICM for CVP Scripting
Lab 2-7: Prepare a Simple CVP Test Script
Lab 3-1: ICM Scripting with Microapps
Lab 3-2: Configure ICM for Basic Agent Functionality
Lab 3-3: Install CTI Components
Lab 3-4: CTI Route Point Initiated Calls
Lab 4-1: Implement Cisco Courtesy Callback
Lab 5-1: Configure Outbound Agent Campaign SCCP Dialer
Lab 6-1: Using Troubleshooting Tools