Cisco DUCC-CVP – Deploying Unified Contact Center Enterprise with CVP

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

1. Cisco Unified Contact Center Enterprise (CCE) v8.0

Benefits
Options
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
Call Flows
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
Call Flows
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
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
Call Flows
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
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

Finesse Pre-Requisites and Installation
High Level Architecture
Finesse Web Services Overview
Finesse Gadgets
Finesse Administration
Finesse Troubleshooting