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DUCCE v10.0 - Deploying Cisco® Unified Contact Center Enterprise Course Outline

 (5 days)
Version 10.0

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course that helps prepare learners to deploy the Unified CCE v10.0 solution including installation, deploying HA and using troubleshooting tools to identify issues with inbound and outbound Contact Center functionality. This course is intended for those installing the
Unified CCE solution, or those providing Level 3 solution support. Students will learn enough about CCE scripting in this course to ensure system functionality only. Additional CCE scripting information and lab exercises are provided in AUCCE1 & AUCCE2.

Upon completing this course, the learner will be able to meet these overall objectives:
Identify the basic components and operations of the Unified CCE solution.
Use the available UCCE tools to complete a basic UCCE system installation.
Discuss the installation and configuration steps required to support agent
functionality in a UCCE deployment.
Install a basic CCE VXML Solution.
Install, configure and run a CCE Outbound Option Campaign.
Describe how to support CCE.

The knowledge and skills that a learner must have before attending this course are as follows:
Working knowledge of Cisco networking and components such as routers and
Working knowledge of Microsoft software products such as Microsoft Windows
Server deployed in an Active Directory environment.
Attendance in AUCCE Part 1 (AUCCE1) or equivalent real world experience is
strongly recommended to attend this course.

Who Should Attend
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

Course Outline

Course Introduction
Learner Prerequisite Skills and Knowledge
Course Goal and Objectives
Course Flow
Additional References
Your Training Curriculum

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
Lesson 1: Introducing UCCE
Unified CCE Overview
Attributes of Cisco Unified CCE
Cisco Unified CCE Components
Unified CCE Naming Conventions
Cisco Unified CCE Options
Agent Desktop Options
Whats New
Lesson 2: Unified CCE Architecture and Components
Voice Gateways
Cisco Unified Communications Manager (UCM)
Agent Phones and Features
Intelligent Contact Management (ICM)
Customer Voice Portal (CVP)
Features of Unified CVP
Lesson 3: UCCE Terms, Routing and Additional Components
Unified CCE Terms
Unified CCE Call Flow Types
Additional Unified CCE Components
Contact Center Management Portal (CCMP)
Cisco Unified Intelligence Center
Geographic Dependencies/CCE Networks
Packaged Contact Center Enterprise (PCCE)
Lesson 4: Accessing UCCE Tools
Accessing UCM
Accessing ICM
DUCCE v10.0 Page 3/8 www.skyline-ats.com
Deploying Unified Contact Center Enterprise
Accessing CVP
Accessing Voice Gateways
Accessing Contact Center Management Portal (CCMP)

Module 2: Preparing UCCE for Basic IVR Scripting
Lesson 1: UCCE Protocols and Call Flows
UCCE Comprehensive Call Flows
UCCE Comprehensive Protocols
Installation and Configuration Checklist
Lesson 2: Using Domain Manager
Active Directory (A/D) Overview
Domain Manager and Organizational Units (OUs)
Lesson 3: Introducing the Unified CCE Main Installer
Domain Manager
ICM Main Installer
Web Setup Tool
PG Setup Tool
Admin Data Client Installer
Lesson 4: Central Controller Installation
Using the Web Setup Tool
ICMdba for Logger Databases
Using Web Setup for Routers
Using Web Setup for Loggers
Diagnostic Framework Portico
Lesson 5: Installing Admin Data Servers and Clients
Admin Workstation Types
Using ICMdba for Admin Workstation Databases
Using Web Admin to Configure Admin Data Server
Installing the Admin Data Client
Configuration Manager Overview
Lesson 6: Configuring ICM for CVP
ICM Configuration for CVP Support
ICM PG Setup for CVP Support
Lesson 7: Configuring CVP for UCCE
Installing CVP Server
Installing the Operations Console
Installing Remote Operations
Installing the Reporting Server
Ops Console Overview
Configuring a Call Server
Configuring a VXML Server
Configuring a Reporting Server
Configuring a Media Server in Ops Console
Verify Your Configuration
SIP Routing Options for CVP
Lesson 8: UCCE Voice Gateway Internetworking Considerations
Introducing SIP
Ingress / VXML Gateway Overview
Ingress / VXML Gateway CVP File Transfer to Flash
Ingress / VXML Gateway File Transfer
Call Server Configuration
SIP Proxy Configuration
CUCM Configuration
Lesson 9: Basic IVR Scripting with Microapps
UCCE Script Editors
ICM Script Editor Overview
Using ICM Script Editor Nodes
Configuring ICM Script Editor Nodes
Scheduling ICM Scripts
Scripting with a Microapp

Module 3: Preparing UCCE for Basic Agent Functionality
Lesson 1: Configure UCM to Support UCCE
Protocol Review
UCM Configuration Steps
PG Configuration and Setup
Loading JTAPI Client
CTI Route Point Considerations
Real Time Monitoring Tool
Verifying Functionality
Lesson 2: Installing UCCE CTI Software
CTI Overview
Installing CTI Server with PG Setup Tool
Installing CTIOS Server
Installing CTIOS Agent Desktop
Agent and Skill Group Configuration
Agent Targeting Rule
Testing the Agent Functionality
Lesson 3: UCCE Configuration and Scripting for Additional Agent and IVR
Understanding Variables
Understanding Microapps
Understanding Media Server and Audio Files
Audio Prompt Gateway Considerations
Implementing Microapps in an ICM Script
Implementing Queuing Nodes in an ICM Script
Lesson 4: Enabling Transfers and RONA
Transfer Types Overview
Subsequent Transfer Considerations
ICM Configuration Steps
UCM Configuration Steps

Module 4: Installing and Configuring CCE VXML Solution
Lesson 1: Basic VXML Functionality
What is VXML
Cisco Unified CVP VXML Solution
Lesson 2: Installing and Configuring VXML Solution
Cisco Unified CVP VXML Server Configuration
Cisco Unified Call Studio Project Configuration
Project Deployment and VXML Server Maintenance Tasks
ICM Considerations for VXML Application Support
Lesson 3: Exploring Courtesy Callback
What is Courtesy Callback?
Courtesy Callback Call Flow
Courtesy Callback Considerations
Configuring Courtesy Callback

Module 5: Installing CCE Outbound Option
Lesson 1: Introduction to Outbound Option
Outbound Option Overview
Outbound Option Components
Dialer Types
Dialing Modes
Outbound Campaign Features
SIP Call Flows
SIP Dialer Design Considerations
Voice Gateway Design Considerations
Lesson 2: Outbound Option Installation and Configuration
ICM Installation and Configuration for Outbound Option
Voice Gateway and Unified CM Considerations
Outbound Option Installation Verification
Lesson 3: Configuring Outbound Option for Agent and IVR Campaigns
Campaign Types Overview
Prerequisite Configurations for Outbound Campaigns
Agent-Based Campaign
Agent-Based Campaign Scripting
IVR Based Campaign Configuration
IVR Based Campaign Scripting

Module 6: Supporting CCE
Lesson 1: ICM Processes
Simple Startup
Simplex Central Controller Startup Detail
Simplex PG Startup
Administration and Data Server Startup
ICM Fault Tolerance
Duplexed Central Controllers
Central Controller Failure Scenarios
Configuration Change Sequence
Lesson 2: Diagnostic Framework Suite
Diagnostic Framework Suite Review
Analysis Manager
Unified System CLI
Diagnostic Framework Portico
Lesson 3: UCCE Support
ICM Support
CVP Support
Gateway Support
UCM Support
Lesson 4: Service Assurance
Syslog and SNMP
Failover and High Availability

Lab Outline
Lab 1-0: Setting up your VPN and SIP phone
Lab 1-1: Configuring Cisco Unified Communications Manager
Lab 1-2: Explore Your Voice Gateway (Ingress/VXML)
Lab 2-1: Install the ICM Main Installer
Lab 2-2: Install the ICM Central Controller and Admin & Data Server
Lab 2-3: Configure/Install PG for CVP and UCM
Lab 2-4: Install, Configure and License CVP
Lab 2-5: Configure IOS Voice Gateway for CVP
Lab 2-6: Configure ICM for CVP Scripting
Lab 2-7: Prepare a Simple CVP Test Script
Lab 3-1: ICM Scripting with Microapps
Lab 3-2: Configure ICM for Basic Agent Functionality
Lab 3-3: Install CTI Components
Lab 3-4: CTI Route Point Initiated Calls
Lab 4-1: Implement Cisco Courtesy Callback
Lab 5-1: Configure Outbound Agent Campaign SCCP Dialer
Lab 6-1: Using Troubleshooting Tools
View outline in Word


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