Deploying Cisco Unified Contact Center Enterprise (DUCCE) v11 is a 5-day instructor-led Cisco training program presented by training partners to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise (CCE) product. This course will give you an understanding of the Cisco Unified CCE deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting. You will accomplish this by installing the Cisco Unified CCE software and introducing Cisco Unified CCE troubleshooting tools.


Learn more by reading additional information below about deploying Cisco Unified Contact Center Enterprise, and get started with this Cisco training course from Sunshine Learning & Tenchnologies to further your understanding and competence with this Cisco product!

Prerequisites

The knowledge and skills that the learner should have before attending this course are as follows:

• The learner is expected to have attended the Administering Cisco Unified Contact Center Enterprise course and have a strong knowledge of Microsoft Windows Server 2003 and Active Directory.

Course Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

• Demonstrate an overall understanding of the Cisco Unified CCE system, processes, and its environment
• Install and configure a Cisco Unified CCE 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

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Course Content

1Cisco Unified Contact Center Enterprise Overview
• Lesson 1: Presenting Cisco Unified Contact Center Enterprise
• Lesson 2: Cisco Unified Contact Center Enterprise Deployment Models
2Cisco Unified Contact Center Enterprise Component Architecture
• Lesson 1: Understanding Cisco Unified Contact Center Enterprise Processes
• Lesson 2: Understanding Cisco Unified Contact Center Enterprise Fault Tolerance
3 Installing Cisco Unified Contact Center Enterprise
• Lesson 1: Introduction
• Lesson 2: Integrating Cisco Unified Communications Manager
• Lesson 3: Integrating Cisco Unified IP IVR
• Lesson 4: Installing the Cisco Unified Contact Center Enterprise Main Installer
• Lesson 5: Installing the Central Controller
• Lesson 6: Installing the Peripheral Gateway
• Lesson 7: Agent Desktop Options
• Lesson 8: Installing CTI Services
• Lesson 9: Completing the Configuration
4Database and Application Driven Routing Options
• Lesson 1: External Database Routing
• Lesson 2: Application Gateway
5Installing Cisco Outbound Option
• Lesson 1: Cisco Outbound Option Overview
• Lesson 2: Cisco Outbound Option Installation
6Reporting and Maintenance Tools
• Lesson 1: Cisco Unified Intelligence Center Overview
• Lesson 2: Cisco Support Tools
• Lesson 3: Cisco Unified Analysis Manager

Who Should Attend

The primary audience for this course are as follows:


• Cisco Unified Communications system channel partners and resellers System engineers


The secondary audience for this course are as follows:


• Customers deploying and maintaining Cisco Unified Contact Center Enterprise products