About this Course

Deploying and Building Cisco Unified Contact Center Enterprise for CVP Environments (DBUCCE-CVP) is an instructor-led course presented by our Instructors to system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.0 (CCE) product deployed in a CVP environment. This course will give you an understanding of the Unified CCE v8.0 deployment capabilities, processes, fault tolerance, installation, and basic troubleshooting. We will accomplish this by installing the Unified CCE v8.0 software, building a fully functional CCE with CVP solution, and introducing Unified CCE v8.0 troubleshooting tools. This course will prepare students to be more effective in a follow on CVPI or AUCCE-CVP course, which require that the learner be familiar with the basic operation of Unified CCE (ICM).

This course is based on CCE version 8.X software, and (together with ACCE-CVP) replaces the previously known ICM Bootcamp and UCCE/ICM with CVP courses. Even if you run a version of CCE prior to 8.X, you will benefit from this course and its content.

If CVP doesn’t sound familiar to you, but IP-IVR does, refer to SLI’s IP-IVR version of this course - DUCCE. AUCCE and DUCCE are IP-IVR based courses, while ACCE-CVP and DBUCCE-CVP are CVP based courses.

Audience Profile

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, students will be able to:

• Demonstrate an overall understanding of the Cisco Unified CCE v8.0 system, processes, and its environment.
• Install and configure a Cisco Unified CCE v8.0 system as deployed with Unified CVP, including CTI functionality used with Unified Communications Manager.
• Create routing options using an external SQL database and/or an Application Gateway
• Install and configure Cisco Outbound Option using a SIP Dialer.
• Utilize the Legacy CLI set of 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.
• Understand the CUIC component architecture of UCCE Reporting

Prerequisites

• Working knowledge of basic networking and components (router, switch, NIC)
• Working knowledge of Microsoft Windows Server 2003 deployed within an Active Directory environment

Course Outline

Module 1: Cisco Unified Contact Center Enterprise for CVP v8.0 Overview

Module 2: Cisco Unified Contact Center Enterprise v8.0 Component Architecture

Module 3: Installing Cisco Unified Contact Center Enterprise v8.0

Module 4: Database and Application Driven Routing Options

Module 5: Installing Cisco Outbound Option

Module 6: Reporting and Maintenance Tools