Cisco Unified Contact Center Enterprise Deployment v11.5 - UCCE-D Training Course | Certification Exam
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Cisco Unified Contact Center Enterprise Deployment v11.5 - UCCE-D

Cisco Unified Contact Center Enterprise Deployment v11.5 - UCCE-D Course Description

Duration: 5.00 days (40 hours)

Cisco Career Guide

Cisco Unified Contact Center Enterprise Deployment (UCCE-D) 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.

Next Class Dates

Dec 4, 2017 – Dec 8, 2017
9:00 AM – 5:00 PM ET
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
Jan 29, 2018 – Feb 2, 2018
9:00 AM – 5:00 PM ET
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
Mar 26, 2018 – Mar 30, 2018
9:00 AM – 5:00 PM ET
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018
May 21, 2018 – May 25, 2018
9:00 AM – 5:00 PM ET
519 8th Avenue, 2nd Floor, New York, NY 10018
New York, NY 10018

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Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this Cisco Unified Contact Center Enterprise Deployment v11.5 - UCCE-D Course

  • » Cisco Unified Communications system channel partners and resellers
  • » System and technical support engineers
  • » Customers who are deploying and maintaining Cisco Unified CCE solution products

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Course Prerequisites for Cisco Unified Contact Center Enterprise Deployment v11.5 - UCCE-D

  • » Windows (preferred), Mac and Linux operating systems supported
  • » Access to the internet with speeds greater than 1 Mbps
  • » 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

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Cisco Unified Contact Center Enterprise Deployment v11.5 - UCCE-D 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

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Cisco Unified Contact Center Enterprise Deployment v11.5 - UCCE-D Course Outline

      1. Cisco Unified Contact Center Enterprise Overview
        1. Presenting Cisco Unified Contact Center Enterprise
          1. Cisco Unified CCE Solutions
          2. New/Deprecated Features and Enhancements
          3. Cisco Unified CCE Reference Designs
          4. Cisco Unified CCE Reference Design Specifications
          5. Cisco Unified CCE Core Components
          6. Optional Cisco Components
          7. Optional Third-Party Components
          8. Cisco Unified CCE Solution Integrated Features
          9. Solution Administration
          10. Compatibility
        2. Cisco Unified CCE Core Components
          1. Cisco Unified Communications Manager
          2. Cisco Unified CCE/ICM
        3. Cisco Unified CCE Options
          1. Optional Cisco Unified CCE Components
          2. Cisco Unified CCE Third-Party Components
          3. Cisco Unified CCE Integrated Features
          4. Solution Administration
        4. Basic Call Flow Models
          1. Call Flow Types
          2. Traditional ICM Pre-route
          3. Traditional ICM Post-route
          4. Cisco Unified CCE Call Flow
          5. Traditional ICM Translation Routing
          6. Translation Route to VRU
      2. Cisco Unified CCE Protocols, Processes and Services
        1. Cisco Unified CM
          1. Cisco Unified CM Architecture
          2. Cisco Unified CM Fault Tolerance
        2. Cisco Unified CCE/Intelligent Contact Manager
          1. ICM Architecture
          2. ICM Processes and Services
          3. ICM Fault Tolerance
        3. Cisco Unified CVP
          1. CVP Architecture
          2. CVP Fault Tolerance
      3. Installing Cisco Unified Communications Manager
        1. Installation Prerequisites
          1. Network
          2. Platform
          3. Software
          4. Browser
          5. Username and Password
          6. Licensing
          7. Required Installation Information
        2. Cisco Unified CM Installation
          1. Installation Types
          2. Pre-installation Tasks
          3. Install CUCM
        3. Post-installation Configurations
          1. Licensing
          2. Service Activation
        4. Creating Basic Infrastructure
          1. Regions
          2. Device Pools
          3. Partitions
          4. Calling Search Spaces
          5. Trunks
          6. Route Groups
          7. Route Lists
          8. Route Patterns
          9. IP Phones
          10. Application User Accounts
        5. Upgrading Cisco Unified CM
          1. Understanding Upgrades and Migrations
          2. Requirements and Limitations
          3. Supported Upgrade Paths
          4. Upgrade Sequence and Timing
          5. Pre-Upgrade Tasks
          6. Upgrade Procedures
      4. Installing Intelligent Contact Manager
        1. Installation Requirements
          1. Platform
          2. Network
          3. Software
          4. VM
          5. Compatibility
        2. Pre-installation Tasks
          1. Set Up Active Directory and DNS
          2. Set Up Virtual Machines
          3. Set Up Third Party Software
        3. Install the Main Installer
          1. Install the ICM Software Installer
          2. Set Up Organizational Units
          3. Add Users to Security Groups
        4. Install the Central Controller
          1. Add ICM Instance
          2. Create the Logger Database
          3. Set Up the ICM Router
          4. Set Up the ICM Logger
        5. Install the Administration and Data Server
          1. Create the HDS Database
          2. Set Up the Administration and Data Server
          3. Start Central Controller
          4. Set the Deployment Type and Congestion Control
        6. Install the Peripheral Gateway
          1. Configure the PG for CUCM
          2. Configure the PG for Cisco Unified CVP
          3. Set Up the PG for CUCM
          4. Set Up the PG for Cisco Unified CVP
          5. Install the JTAPI Client for Cisco Unified CM PG
        7. Install CTI Services
          1. Set Up CTI Server
        8. Cisco Finesse
          1. Finesse Agent Desktop
          2. Finesse IP Phone Agent
          3. Installation Requirements
          4. Install Finesse
          5. Finesse Configurations
          6. Upgrading Finesse
        9. Upgrading ICM
          1. Multistage Upgrades
          2. Pre-Upgrade Overview
          3. Upgrade Overview
      5. Installing Cisco Unified CVP
        1. Installation Prerequisites
          1. CVP Server
          2. Ops Console
          3. Reporting Server
          4. Call Studio
        2. Install the CVP Server
          1. Ops Console
          2. CVP Server
          3. Reporting Server
          4. Remote Operations
          5. License CVP Components
        3. Configure Cisco Unified CVP Components
          1. Call Server
          2. VXML Server
          3. Media Server
          4. Reporting Server
          5. Gateways
          6. Cisco Unified CM
          7. ICM
          8. ASR/TTS
        4. Upgrading Cisco Unified CVP Upgrade Path
          1. Upgrade Strategies
          2. Upgrade VM
          3. Upgrade Windows
          4. Upgrade CVP
      6. Installing and Configuring Cisco Unified CCE Options
        1. Cisco Outbound Option
          1. Enable Outbound Option
          2. Add Outbound Database
          3. Configure the Media Routing PG and Dialer Peripheral
          4. Configure the Dialer
          5. Set Up the Media Routing PG and Dialer
          6. Outbound Option Configurations
        2. Cisco Unified Intelligence Center
          1. Installation Prerequisites
          2. Install CUIC
          3. Import Stock Reports
          4. CUIC Configurations
          5. Upgrading CUIC
      7. Supporting Cisco Unified CCE
        1. Maintenance Activities
          1. Back-up and Restore
          2. Database Purge
        2. UCCE Troubleshooting Tools
          1. RTMT
          2. Diagnostic Framework
          3. System CLI
          4. ICM Command Line Tools
          5. Syslog and SNMP
      8. Lab
        1. Configuring Cisco Unified Communications Manager
        2. Install the ICM Main Installer
        3. Install the ICM Central Controller and Administration & Data Server
        4. Configure and Install a Generic PG and CTI Server for Cisco Unified CVP and Cisco Unified CM
        5. Integrate and Test Cisco Finesse
        6. Install, Configure and License Cisco Unified CVP
        7. Configure Voice Browsers for Cisco Unified CVP
        8. Cisco Unified CVP Proof of Concept
        9. Configure an Agent-based Outbound Campaign
        10. Configure a Transfer to IVR-based Outbound Campaign
        11. License and Configure Cisco Unified Intelligence Center
        12. Using Troubleshooting Tools

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Do you have the right background for Cisco Unified Contact Center Enterprise Deployment v11.5 - UCCE-D?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

David M.
- Networking expert with several Cisco certifications, including CCENT, CCNA, CCDA, CCSI, and CCVP. - Has taught over 90 courses at NetCom Learning. - Average rating of 8.75 out of 9 on student evaluation reports.

Bio:

David has been in the Networking field for the past eleven years and holds several Cisco certifications. He has been an instructor since 2005 and has taught over 90 courses at NetCom Learning.

David is an extremely enthusiastic trainer with a raw passion towards teaching and delivering Cisco information and takes great pride in his career as an instructor, which has lead him to develop and deliver the class in his own unique way; very professional and knowledgeable, yet pleasant and enjoyable. His classes have a high passing rate for students taking certification exams, and averages 8.75 out of 9 on evaluation reports.
Michael G.
- Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer.
- An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses.
- High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning.

Bio:

Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses.

Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.
William D.
- Bachelors and Masters in Mathematics from University of Pennsylvania, in addition to several IT certifications.
- Over 20 years of experience in the IT industry; background ranges from engineering, administration and escalation support in networks.

Bio:

William is a highly-skilled IT professional with Bachelors and Masters Degree in Mathematics from University of Pennsylvania. He has been working in the IT industry for over 20 years, with experience in engineering, administration and escalation support in networks ranging from small to large scale complex enterprise environments.

As a Cisco and CompTIA Subject Matter Expert, he holds several certifications, including Cisco CCNA, CCNP, and CCIE. William is one of NetCom's top trainers, consistently scoring high marks in student evaluations.

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Recent Client Testimonials & Reviews

Very knowledgeable instructor. True subject matter expert.

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The instructor knows his material very well.

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» Implementing Cisco Voice Communications and QoS v8.0 - CVOICE

Good Training company with whom we have a history.

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