DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP

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1 DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP Eğitim Tipi ve Süresi: 5 Days VILT DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP 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. This course includes supplemental information on Cisco Unified Contact Center Enterprise version 9.0. The information contained in the addendum covers topics related to significant feature changes that have been implemented since version 8.0. This material is presented as informational only and does not have any associated practice labs. What You'll 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 Who Needs to Attend Cisco Unified Communications system channel partners and resellers System engineers Anyone who will be configuring and maintaining the Cisco Unified Contact Center Enterprise products Prerequisites Strong knowledge of Microsoft Windows Server 2003 and Active Directory AUCC-CVP v8.0 - Administering Unified Contact Center Enterprise v8.0 with CVP and IP-IVR Follow-On Courses There are no follow-ons for this course. Course Outline 1. Cisco Unified Contact Center Enterprise (CCE) v8.0 Benefits Options

2 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 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 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

3 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 Basics 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 Addendum 1: Release Note Summaries Release Notes 8.5(1) Release Notes 8.5(2) Release Notes 8.5(3) Release Notes 8.5(4) Release Notes 9.0(1) Addendum 2: Hardware, Software, and Compatibility ICM 9.0(x) Hardware Types of Hardware Supported Server Classes

4 Collocated Deployments ICM/UCCE 9.0(x) Software Windows Support SQL Server Support Client Platforms Compatibility Version and Product Compatibility Parent/Child Compatibility NAM/CICM Compatibility Addendum 3: Congestion Control Congestion Control Basics Congestion Control Thresholds and Treatment Modes Congestion Control Serviceability Troubleshooting Congestion Control Issues Addendum 4: Precision Routing Define Precision Routing and Terminology Configuring Precision Routing Reporting on Precision Queues Troubleshooting Precision Queues Addendum 5: Packaged Contact Center Enterprise Describe Packaged CCE Describe the Deployment Models and Options Available with Packaged CCE Deploying Packaged CCE Describe Packaged CCE Web Administration and APIs Addendum 6: Finesse Labs Finesse Pre-Requisites and Installation High Level Architecture Finesse Web Services Overview Finesse Gadgets Finesse Administration Finesse Troubleshooting 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

5 Lab 9: Application Gateway Lab 10: Cisco Outbound Option Installation Lab 11: Cisco Support Tools Installation Bilginç IT Academy Telefon: Fax: E-posta: Adres: Huzur Mahallesi Fatih Caddesi No:67 Kat:4 4.Levent/İstanbul