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DUCCE - Deploying Unified Contact Center Enterprise (DUCCE)

Sunset Learning Institute
Training overview
Professional Course
5 days

Course description

DUCCE - Deploying Unified Contact Center Enterprise (DUCCE)

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course intended for system engineers and customers who will be involved with day-to-day maintenance and installation of the Cisco Unified Contact Center Enterprise (CCE) product deployed in a CVP comprehensive environment.

This course gives the learner an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and troubleshooting tools for inbound and outbound Contact Center functionality. This will be accomplished by installing and configuring the Unified CCE software and introducing Unified CCE troubleshooting tools. 

DUCCE is intended for those installing the solution, or who may be responsible for Level 3 support of the solution.  This course also serves as a good stepping-stone for AUCCE Part 1 and AUCCE Part 2, but is not a prerequisite.  Students will learn enough about CCE scripting in this course to ensure system functionality only, not become scripting experts.

COVID-19 Update

In light of COVID-19, this provider is now delivering some or all of their courses online. Contact them for more information!

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

Training content

Module 1: Cisco Unified Contact Center Enterprise Foundations

  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • Lesson 3:  UCCE Terms, Routing and Additional Components
  • Lesson 4:  Accessing UCCE Tools

Module 2: Preparing UCCE for Basic IVR Scripting 

  • Lesson 1:  UCCE Call Flows and Protocols
  • Lesson 2:  Using Domain Manager
  • Lesson 3:  Introducing the Unified CCE Main Installer
  • Lesson 4:  Central Controller Installation
  • Lesson 5:  Installing  Admin Data Servers and Clients
  • Lesson 6:  Configuring ICM for CVP
  • Lesson 7:  Configuring CVP for UCCE
  • Lesson 8:  UCCE Voice Gateway Internetworking Considerations
  • Lesson 9:  Basic IVR Scripting with Microapps

Module 3: Preparing UCCE for Basic Agent Functionality

  • Lesson 1:  Configure UCM to Support UCCE
  • Lesson 2:  Installing UCCE CTI Software
  • Lesson 3:  UCCE Configuration and Scripting for Additional Agent and IVR Functionality
  • Lesson 4:  Enabling Transfers and RONA

Module 4: Installing CCE VXML Solution 

  • Lesson 1: Basic VXML Functionality
  • Lesson 2:  Installing and Configuring VXML Solution
  • Lesson 3:  Exploring Courtesy Callback

Module 5:  Installing CCE Outbound

  • Lesson 1: Introduction to Outbound Option
  • Lesson 2:  Outbound Option Installation and Configuration
  • Lesson 3:  Configuring Outbound Option for Agent and IVR Campaigns

Module 6:  Supporting CCE

  • Lesson 1:  ICM Processes
  • Lesson 2:  Diagnostic Framework Suite
  • Lesson 3:  UCCE Support
  • Lesson 4:  Service Assurance

Lab Outline

  • Lab 1-1: Overview of UCCE Lab Environment:  
  • Lab 1-2: Explore Voice Gateway:  
  • Lab 1-3: Explore CVP and ICM Servers:  
  • Lab 2-1:  Install the ICM Main Installer
  • Lab 2-2:  Install ICM Central Controller and Admin Data Server/HDS
  • Lab 2-3:  Configure/Install PG for CVP and UCM
  • Lab 2-4:  Install, Configure and License CVP Components
  • 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 2-8:  Use ICM Tools to Observe Script Progress
  • 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 3-5: Configure Calls Using SIP with Proxy (Optional)
  • Lab 4-1: Configure Courtesy Callback (CCB)
  • Lab 5-1: Install and Configure Cisco Outbound Option – SIP
  • Lab 6-1: Using Troubleshooting Tools
  • Lab 6-2: Troubleshooting Lab

Why choose SLI?

Award-winning instructors

Over 50 training locations across North America

All dates are guaranteed-to-run

About SLI

Sunset Learning Institute

Sunset Learning Institute

Sunset Learning Institute is an authorized training center, helping our customers optimize their technology investments by providing convenient, high quality technical training that they can rely on. We empower students to master their desired technologies for their unique environments. What...


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Reviews

Average rating 5

Based on 1 reviews

Jesse Hall
(5)
Course was well taught and instructor was very knowledgeable.
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