Duration: 5 Days
In this course, you will gain a better understanding of the Unified Contact Center Enterprise (CCE) v8.0 deployment capabilities, processes, fault tolerance, installation, and performing basic troubleshooting. You will install the Unified CCE v8.0 software and work with Unified CCE v8.0 troubleshooting tools.
What You Will Learn
- 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
Audience
- Cisco Unified Communications system channel partners and resellers
- System engineers
- Anyone who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products
Prerequistes
- Strong knowledge of Microsoft Windows Server 2003 and Active Directory
Course Outline
1. Cisco Unified Contact Center Enterprise (CCE) v8.0
- Benefits
- Cisco Unified CCE v8.0 Deployment Models
- Networks
- QoS
- Hardware and Software Compatibility
- PPDIOO
2. Cisco Unified CCE v8.0 Component Architecture
- Cisco Unified CCE v8.0 Processes
- Simple Startup
- Simple Pre-Route Call Flow with CVP
- ICM Processes
- Simplex Central Controller Startup
- Simplex Peripheral Gateway Startup
- Administration and Data Server Startup
- Configuration Change Sequence
- Understanding Cisco Unified CCE 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
3. Installing Cisco Unified CCCE v8.0
- Introduction
- System Peripheral Gateway Deployments
- Call Flows
- Parent-Child Call Flow Summaries
- Integrating Cisco Unified Communications Manager (CUCM)
- Cisco Unified Communications Manager
- Terms Used in CUCM
- Configuring Basic Objects in CUCM
- Integrating Cisco Unified Customer Voice Portal (CVP)
- Cisco Unified CVP
- Configuring Cisco Unified CVP
- Call Flows
- Installing the Cisco Unified CCE v8.0 Main Installer
- Domain Models
- Main Installer Installation
- Domain Manager
- ICM Instance
- Installing the Central Controller
- Installing Router A
- ICMDBA Tool
- Installing Logger A
- Administration and Data Servers
- Installing the Peripheral Gateway
- Peripheral Gateway Configuration
- Peripheral Gateway Setup
- Agent Desktop Options
- Cisco Computer Telephony Integration (CTI) Server
- Cisco CTI OS Toolkit
- Cisco Agent Desktop
- CRM Connectors
- Installing CTI Services
- CTI Server Setup
- CTI OS Server Setup
- CTI OS Client Installation
- Completing the Configuration
- ACD Configurations
- Translation Route Configuration
- Basic ICM Script
4. Database and Application Driven Routing Options
- External Database Routing
- Creating a Database
- ICM Configuration
- ICM Script
- Application Gateway
- Cisco Unified CVP Script
- ICM Configuration
5. Installing Cisco Outbound Option
- Cisco Outbound Option
- Cisco Outbound Option Installation
- Configuring and Installing
- Campaign Configurations
6. Reporting and Maintenance Tools
- Cisco Unified Intelligence Center
- Benefits and Features
- Deployment Models and Licensing
- Administration
- Cisco Support Tools
- Support Tools Utilities
- Cisco Common Tools
- Support Tools Server Installation
- Support Tools Node Installation
- Using Support Tools
- Working with Log Files
- Cisco Unified Analysis Manager
- Inventory
- Tools
- Administration
Course Labs
Lab 1: Configure Cisco Unified Communications Manager
Lab 2: Configure Cisco Unified CVP
Lab 3: Install the ICM Main Installer
Lab 4: Install the ICM Central Controller
Lab 5: Install the PG Generic Peripheral Gateway
Lab 6: Install CTI Services
Lab 7: Complete the Installation
Lab 8: External Database Routing
Lab 9: Application Gateway
Lab 10: Cisco Outbound Option Installation
Lab 11: Cisco Support Tools Installation
