About this Course
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 v10.0 (CCE) product deployed in a CVP comprehensive environment. This course gives the learner an understanding of the Unified CCE v10.0 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 v10.0 software and introducing Unified CCE v10.0 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.
If you are using an earlier version of UCCE, you will benefit from these trainings. Although we use 10.x in the classes, skills taught will be equivalent and still of value to you.
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
At Course Completion
Upon completing this course, the learner will be able to meet these overall objectives:
- Demonstrate an overall understanding of the Cisco Unified CCE v10.x solution, processes, and its environment.
- Install and configure a Cisco Unified CCE v10.x solution as deployed with Unified CVP, including CTI functionality used with Unified Communications Manager.
- Install and configure Cisco Outbound Option using a SIP Dialer.
- Utilize the Legacy Command Line Utilities within the ICM environment for support and troubleshooting UCCE.
- Utilize the Diagnostic Framework suite of utilities (Analysis Manager, Diagnostic Portico, CLI) within the UCCE environment for support and troubleshooting of UCCE.
- Demonstrate proficiency with various utilities within the UCCE solution for troubleshooting and support of the environment.
The knowledge and skills that a learner should have before attending this course are as follows:
- Working knowledge of basic networking and components (router, switch, NIC)
- Working knowledge of Microsoft Windows Server deployed within an Active Directory environment
- Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys