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Cisco UCCE Training

Cisco UCCE Training - Deployment

Course Overview - DUCCE

Cisco Unified Contact Center Enterprise Deployment (UCCE-D) is a 5-day instructor-led course that helps prepare learners to deploy the Cisco Unified CCE v11.5 solution. This course will provide the student with the underlying knowledge to understand deployment design solutions, requirements for deployment, and how to install and configure all major Cisco Unified CCE components

As a part of deployment activities, the student will understand how to install and integrate Intelligent Contact Manager (ICM) with Active Directory, how to install and integrate Cisco Unified CVP components using an IOS-based voice browser and Cisco Virtualized Voice Browser


Course Information

  • 5 Days Instructor-led Training
  • 200 Hours of Lab Access after Training
  • Free Retake Upto 2 Until You Pass
  • Study Materials Included
  • 2 Major In House Project
  • Can't Travel? Attend Online or Onsite
  • 3 or More? We can come to your location, anywhere in the world

Upcoming Schedules

What You Will Learn?

    • Understand CCE solutions, architecture, solution options, deployment models, integrated features, and call flow options.
    • Understand underlying Cisco Unified CCE processes, messaging, and fault tolerance schemes.
    • Install, upgrade, and make basic configurations in Cisco Unified Communications Manager.
    • Install, create databases, integrate, and upgrade all ICM components to include the ICM Router, Logger, Administration & Data Server, Peripheral Gateways, CTI Gateway and Cisco Finesse.
    • Install, integrate, configure, and upgrade Cisco Unified CVP components to include the CVP Call Server, Voice XML Server, Media Server, Reporting Server, and Cisco VVB.
    • Install, upgrade, and make configurations for Cisco Unified Intelligence Center and Cisco Outbound Option Agent- and IVR-based campaigns.


    Module 1. Cisco Unified Contact Center Enterprise Overview

    Lesson 1: Presenting Cisco Unified Contact Center Enterprise

    • Cisco Unified CCE Solutions
    • New/Deprecated Features and Enhancements
    • Cisco Unified CCE Reference Designs
    • Cisco Unified CCE Reference Design Specifications
    • Cisco Unified CCE Core Components
    • Optional Cisco Components
    • Optional Third-Party Components
    • Cisco Unified CCE Solution Integrated Features
    • Solution Administration
    • Compatibility

    Lesson 2: Cisco Unified CCE Core Components

    Cisco Unified Communications Manager

    • Cisco Unified CM Cluster Nodes
    • Cisco Unified CM Database Architecture
    • Intracluster Communications
    • Call Processing Subscriber Redundancy
    • CTI Manager Service
    • Partitions and Calling Search Spaces
    • Basic Call Handling
    • Agent Phones

    Cisco Unified CCE/ICM

    • Definitions
    • Traditional ICM
    • Traditional ICM Deployment Models
    • ICM Components
    • ICM Databases
    • ICM Terms
    • Cisco Unified CVP
    • Cisco Unified CVP Product Components
    • Additional Component
    • Cisco Unified CVP Functional Deployment Models

    Lesson 3: Cisco Unified CCE Options

    • Optional Cisco Unified CCE Components
    • Cisco Unified CCE Third-Party Components
    • Cisco Unified CCE Integrated Features
    • Solution Administration

    Lesson 4: Basic Call Flow Models

    • Call Flow Types
    • Traditional ICM Pre-route
    • Traditional ICM Post-route
    • Cisco Unified CCE Call Flow
    • Traditional ICM Translation Routing
    • Translation Route to VRU

    Module 2. Cisco Unified CCE Protocols, Processes, and Services

    Lesson 1: Cisco Unified CM

    • Cisco Unified CM Architecture
    • Cisco Unified CM Fault Tolerance

    Lesson 2: Cisco Unified CCE/Intelligent Contact Manager

    • ICM Architecture
    • ICM Processes and Services
    • ICM Fault Tolerance

    Lesson 3: Cisco Unified CVP

    • CVP Architecture
    • CVP Fault Tolerance

    Module 3. Installing Cisco Unified Communications Manager

    Lesson 1: Installation Prerequisites

    • Network
    • Platform
    • Software
    • Browser
    • Username and Password
    • Licensing
    • Required Installation Information

    Lesson 2: Cisco Unified CM Installation

    • Installation Types
    • Pre-installation Tasks
    • Install CUCM

    Lesson 3: Post-installation Configurations

    • Licensing
    • Service Activation

    Lesson 4: Creating Basic Infrastructure

    • Regions
    • Device Pools
    • Partitions
    • Calling Search Spaces
    • Trunks
    • Route Groups
    • Route Lists
    • Route Patterns
    • IP Phones
    • Application User Accounts

    Lesson 5: Upgrading Cisco Unified CM

    • Understanding Upgrades and Migrations
    • Requirements and Limitations
    • Supported Upgrade Paths
    • Upgrade Sequence and Timing
    • Pre-Upgrade Tasks
    • Upgrade Procedures

    Module 4. Installing Intelligent Contact Manager

    Lesson 1: Installation Requirements

    • Platform
    • Network
    • Software
    • VM
    • Compatibility

    Lesson 2: Pre-installation Tasks

    • Set Up Active Directory and DNS
    • Set Up Virtual Machines
    • Set Up Third Party Software

    Lesson 3: Install the Main Installer

    • Install the ICM Software Installer
    • Set Up Organizational Units
    • Add Users to Security Groups

    Lesson 4: Install the Central Controller

    • Add ICM Instance
      Create the Logger Database
      Set Up the ICM Router
      Set Up the ICM Logger

    Lesson 5: Install the Administration and Data Server

    • Create the HDS Database
    • Set Up the Administration and Data Server
    • Start Central Controller
    • Set the Deployment Type and Congestion Control

    Lesson 6: Install the Peripheral Gateway

    • Configure the PG for CUCM
    • Configure the PG for Cisco Unified CVP
    • Set Up the PG for CUCM
    • Set Up the PG for Cisco Unified CVP
    • Install the JTAPI Client for Cisco Unified CM PG

    Lesson 7: Install CTI Services

    • Set Up CTI Server

    Lesson 8: Cisco Finesse

    • Finesse Agent Desktop
    • Finesse IP Phone Agent
    • Installation Requirements
    • Install Finesse
    • Finesse Configurations
    • Upgrading Finesse

    Lesson 9: Upgrading ICM

    • Multistage Upgrades
    • Pre-Upgrade Overview
    • Upgrade Overview

    Module 5. Installing Cisco Unified CVP

    Lesson 1: Installation Prerequisites

    • CVP Server
    • Ops Console
    • Reporting Server
    • Call Studio

    Lesson 2: Install the CVP Server

    • Ops Console
    • CVP Server
    • Reporting Server
    • Remote Operations
    • License CVP Components

    Lesson 3: Configure Cisco Unified CVP Components

    • Call Server
    • VXML Server
    • Media Server
    • Reporting Server
    • Gateways
    • Cisco Unified CM
    • ICM
    • ASR/TTS

    Lesson 4: Upgrading Cisco Unified CVP Upgrade Path

    • Upgrade Strategies
    • Upgrade VM
    • Upgrade Windows
    • Upgrade CVP

    Module 6. Installing and Configuring Cisco Unified CCE Options

    Lesson 1: Cisco Outbound Option

    • Enable Outbound Option
    • Add Outbound Database
    • Configure the Media Routing PG and Dialer Peripheral
    • Configure the Dialer
    • Set Up the Media Routing PG and Dialer
    • Outbound Option Configurations

    Lesson 2: Cisco Unified Intelligence Center

    • Installation Prerequisites
    • Install CUIC
    • Import Stock Reports
    • CUIC Configurations
    • Upgrading CUIC

    Module 7. Supporting Cisco Unified CCE

    Lesson 1: Maintenance Activities

    • Back-up and Restore
    • Database Purge

    Lesson 2: UCCE Troubleshooting Tools

    • RTMT
    • Diagnostic Framework
    • System CLI
    • ICM Command Line Tools
    • Syslog and SNMP

    Lab Outline

    Lab 3-1: Configuring Cisco Unified Communications Manager
    Lab 4-1: Install the ICM Main Installer
    Lab 4-2: Install the ICM Central Controller and Administration & Data Server
    Lab 4-3: Configure and Install a Generic PG and CTI Server for Cisco Unified CVP and Cisco Unified CM
    Lab 4-4: Integrate and Test Cisco Finesse
    Lab 5-1: Install, Configure and License Cisco Unified CVP
    Lab 5-2: Configure Voice Browsers for Cisco Unified CVP
    Lab 5-3: Cisco Unified CVP Proof of Concept
    Lab 6-1: Configure an Agent-based Outbound Campaign
    Lab 6-2: Configure a Transfer to IVR-based Outbound Campaign
    Lab 6-3 License and Configure Cisco Unified Intelligence Center
    Lab 7-1: Using Troubleshooting Tools

    View More 


    • Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing 
    • Basic knowledge of CUCM
    • Basic knowledge of contact center operations 
    • Familiarity with Microsoft desktop applications and SQL database operations

    Why you choose us

    A Global Name In Cisco and AWS Training
    • Published 10 Computer Based Training Materials

      We are the only Canadian company that has in-house published Video books on Cisco Training that are sold from $799 to $1599

    • Free Retake of Any course Up to 2 years
    • 24/7 Access to Facility & Lab
    • Mentor Ship Program
    • Get Experience Certificate
    • We Train US Army, Navy and Air Force
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    Contact Us

      •  705 Progress Ave. Suite 110, Scarborough, Ontario, M1H 2X1, Canada
      • +-437-913-9405
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