Course Overview This is a 5-day class Deploying Unified Contact Center Enterprise v8.0 with CVP (DUCC-CVP v8.0) is an instructor-led course for system engineers and customers who will be involved with day-to-day interaction with the Cisco Unified Contact Center Enterprise v8.0 (CCE) product using Cisco Unified CVP. This course will give you an understanding of the Unified CCE v8.0 deployment capabilities, processes, fault tolerance, installation, and performing basic troubleshooting. We will accomplish this by installing the Unified CCE v8.0 software and introducing 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. Course Objectives Upon completing this course, the learner will be able to meet these overall objectives: 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 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 Course Outline 1 Cisco Unified Contact Center Enterprise v8.0 Overview Lesson 1: Presenting Cisco Unified Contact Center Enterprise v8.0 About Cisco Unified CCE v8.0 Benefits of Cisco Unified CCE v8.0 Cisco Unified CCE v8.0 Options Lesson 2: Cisco Unified Contact Center Enterprise v8.0 Deployment Models Deployment Models Cisco Unified CCE v8.0 Networks Cisco Unified CCE v8.0 QoS Cisco Unified CCE v8.0 Hardware and Software Compatibility Introduction to PPDIOO Page 1
2 Cisco Unified Contact Center Enterprise v8.0 Component Architecture Lesson 1: Understanding Cisco Unified Contact Center Enterprise v8.0 Processes Simple Startup Simple Preroute Call Flow with CVP ICM Processes Simplex Central Controller Startup Simplex Peripheral Gateway Startup Administration & Data Server Startup Configuration Change Sequence Lesson 2: Understanding Cisco Unified Contact Center Enterprise 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 Page 2
3 Installing Cisco Unified Contact Center Enterprise v8.0 Lesson 1: Introduction System Peripheral Gateway Deployments Call Flows Parent-Child Call Flow Summaries Module 3 Labs Lesson 2: Integrating Cisco Unified Communications Manager What Is Cisco Unified Communications Manager? Terms Used in Cisco Unified Communications Manager Configuring Basic Objects in Cisco Unified Communications Manager Lesson 3: Integrating Cisco Unified CVP What Is Cisco Unified CVP? Configuring Cisco Unified CVP Call Flows Lesson 4: Installing the Cisco Unified CCE v8.0 Main Installer Domain Models Main Installer Installation Domain Manager ICM Instance Lesson 5: Installing the Central Controller Installing Router A ICMDBA Tool Installing Logger A Administration & Data Servers Lesson 6: Installing the Peripheral Gateway Peripheral Gateway Configuration Peripheral Gateway Setup Lesson 7: Agent Desktop Options Cisco CTI Server Cisco CTI OS Toolkit Cisco Agent Desktop CRM Connectors Lesson 8: Installing CTI Services CTI Server Setup CTI OS Server Setup CTI OS Client Installation Lesson 9: Completing the Configuration ACD Configurations Translation Route Configuration Basic ICM Script 4 Database and Application Driven Routing Options Lesson 1: External Database Routing Creating a Database ICM Configuration ICM Script Lesson 2: Application Gateway Application Gateway Overview Cisco Unified CVP Script ICM Configuration Page 3
5 Installing Cisco Outbound Option Lesson 1: Cisco Outbound Option Overview Cisco Outbound Option Basics Cisco Outbound Dialer Call Flows Lesson 2: Cisco Outbound Option Installation Configuration and Installation Summary Configuration and Installation Campaign Configurations 6 Reporting and Maintenance Tools Lesson 1: Cisco Unified Intelligence Center Overview Benefits and Features Deployment Models and Licensing Administration Lesson 2: Cisco Support Tools Cisco Support Tools Overview Support Tools Utilities Cisco Common Tools Examples Support Tools Server Installation Support Tools Node Installation Using Support Tools Working with Log Files Lesson 3: Cisco Unified Analysis Manager Cisco Unified Analysis Manager Overview Inventory Tools Administration Page 4
7 Addendum 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 Page 5
8 Lab Outline Lab 3-1: Configuring Cisco Unified Communications Manager Lab 3-2: Configuring Cisco Unified CVP Lab 3-3: Installing the ICM Main Installer Lab 3-4: Installing the ICM Central Controller Lab 3-5: Installing the PG Generic Peripheral Gateway Lab 3-6: Installing CTI Services Lab 3-7: Completing the Installation Lab 4-1: External Database Routing Lab 4-2: Application Gateway Lab 5-1: Cisco Outbound Option Installation Lab 6-1: Cisco Support Tools Installation Page 6