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Deploying Unified Contact Center Enterprise v10.0 - DUCCE (Collaboration)

Deploying Unified Contact Center Enterprise v10.0 - DUCCE (Collaboration) Course Description

Duration: 5.00 days (40 hours)

Cisco Career Guide

Deploying Cisco Unified Contact Center Enterprise (DUCCE) 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.

Next Class Dates

Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this Deploying Unified Contact Center Enterprise v10.0 - DUCCE (Collaboration) Course

  • » The primary audience for this course is: Cisco Unified Communications system channel partners and resellers, System engineers
  • » The secondary audience for this course is: Customers deploying and maintaining Cisco Unified Contact Center Enterprise products

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Course Prerequisites for Deploying Unified Contact Center Enterprise v10.0 - DUCCE (Collaboration)

  • » Working knowledge of Cisco networking and components such as routers and switches
  • » 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.

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Deploying Unified Contact Center Enterprise v10.0 - DUCCE (Collaboration) Course 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

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Deploying Unified Contact Center Enterprise v10.0 - DUCCE (Collaboration) Course Outline

      1. Course Introduction
        1. Overview
        2. Learner Prerequisite Skills and Knowledge
        3. Course Goal and Objectives
        4. Course Flow
        5. Additional References
        6. Your Training Curriculum
      2. Cisco Unified Contact Center Enterprise v10 Foundations
        1. Introducing UCCE
          1. Unified CCE Overview
          2. Attributes of Cisco Unified CCE
          3. Cisco Unified CCE Components
          4. Unified CCE Naming Conventions
          5. Cisco Unified CCE Options
          6. Agent Desktop Options
          7. Whats New
        2. Unified CCE Architecture and Components
          1. Overview
          2. Voice Gateways
          3. Cisco Unified Communications Manager (UCM)
          4. Agent Phones and Features
          5. Intelligent Contact Management (ICM)
          6. Customer Voice Portal (CVP)
          7. VXML
          8. Features of Unified CVP
        3. UCCE Terms, Routing and Additional Components
          1. Unified CCE Terms
          2. Unified CCE Call Flow Types
          3. Additional Unified CCE Components
          4. Contact Center Management Portal (CCMP)
          5. Cisco Unified Intelligence Center
          6. Geographic Dependencies/CCE Networks
          7. Packaged Contact Center Enterprise (PCCE)
        4. Accessing UCCE Tools
          1. Accessing UCM
          2. Accessing ICM
          3. Accessing CVP
          4. Accessing Voice Gateways
          5. Accessing Contact Center Management Portal (CCMP)
      3. Preparing UCCE for Basic IVR Scripting
        1. UCCE Protocols and Call Flows
          1. UCCE Comprehensive Call Flows
          2. UCCE Comprehensive Protocols
          3. Installation and Configuration Checklist
        2. Using Domain Manager
          1. Active Directory (A/D) Overview
          2. Domain Manager and Organizational Units (OUs)
        3. Introducing the Unified CCE Main Installer
          1. Overview
          2. Domain Manager
          3. ICM Main Installer
          4. Web Setup Tool
          5. PG Setup Tool
          6. Admin Data Client Installer
        4. Central Controller Installation
          1. Using the Web Setup Tool
          2. ICMdba for Logger Databases
          3. Using Web Setup for Routers
          4. Using Web Setup for Loggers
          5. Diagnostic Framework Portico
        5. Installing Admin Data Servers and Clients
          1. Admin Workstation Types
          2. Using ICMdba for Admin Workstation Databases
          3. Using Web Admin to Configure Admin Data Server
          4. Installing the Admin Data Client
          5. Configuration Manager Overview
        6. Configuring ICM for CVP
          1. Overview
          2. ICM Configuration for CVP Support
          3. ICM PG Setup for CVP Support
        7. Configuring CVP for UCCE
          1. Overview
          2. Installing CVP Server
          3. Installing the Operations Console
          4. Installing Remote Operations
          5. Installing the Reporting Server
          6. Ops Console Overview
          7. Configuring a Call Server
          8. Configuring a VXML Server
          9. Configuring a Reporting Server
          10. Configuring a Media Server in Ops Console
          11. Licensing
          12. Verify Your Configuration
          13. SIP Routing Options for CVP
        8. UCCE Voice Gateway Internetworking Considerations
          1. Introducing SIP
          2. Ingress / VXML Gateway Overview
          3. Ingress / VXML Gateway CVP File Transfer to Flash
          4. Ingress / VXML Gateway File Transfer
          5. Call Server Configuration
          6. SIP Proxy Configuration
          7. CUCM Configuration
        9. Basic IVR Scripting with Microapps
          1. UCCE Script Editors
          2. ICM Script Editor Overview
          3. Using ICM Script Editor Nodes
          4. Configuring ICM Script Editor Nodes
          5. Scheduling ICM Scripts
          6. Scripting with a Microapp
      4. Preparing UCCE for Basic Agent Functionality
        1. Configure UCM to Support UCCE
          1. Protocol Review
          2. UCM Configuration Steps
          3. PG Configuration and Setup
          4. Loading JTAPI Client
          5. CTI Route Point Considerations
          6. Real Time Monitoring Tool
          7. Verifying Functionality
        2. Installing UCCE CTI Software
          1. CTI Overview
          2. Installing CTI Server with PG Setup Tool
          3. Installing CTIOS Server
          4. Installing CTIOS Agent Desktop
          5. Agent and Skill Group Configuration
          6. Agent Targeting Rule
          7. Testing the Agent Functionality
        3. UCCE Configuration and Scripting for Additional Agent and IVR Functionality
          1. Overview
          2. Understanding Variables
          3. Understanding Microapps
          4. Understanding Media Server and Audio Files
          5. Audio Prompt Gateway Considerations
          6. Implementing Microapps in an ICM Script
          7. Implementing Queuing Nodes in an ICM Script
        4. Enabling Transfers and RONA
          1. Transfer Types Overview
          2. Subsequent Transfer Considerations
          3. ICM Configuration Steps
          4. UCM Configuration Steps
          5. RONA
      5. Installing and Configuring CCE VXML Solution
        1. Basic VXML Functionality
          1. What is VXML
          2. Cisco Unified CVP VXML Solution
        2. Installing and Configuring VXML Solution
          1. Cisco Unified CVP VXML Server Configuration
          2. Cisco Unified Call Studio Project Configuration
          3. Project Deployment and VXML Server Maintenance Tasks
          4. ICM Considerations for VXML Application Support
        3. Exploring Courtesy Callback
          1. What is Courtesy Callback?
          2. Courtesy Callback Call Flow
          3. Courtesy Callback Considerations
          4. Configuring Courtesy Callback
      6. Installing CCE Outbound Option
        1. Introduction to Outbound Option
          1. Outbound Option Overview
          2. Outbound Option Components
          3. Dialer Types
          4. Dialing Modes
          5. Outbound Campaign Features
          6. SIP Call Flows
          7. SIP Dialer Design Considerations
          8. Voice Gateway Design Considerations
        2. Outbound Option Installation and Configuration
          1. ICM Installation and Configuration for Outbound Option
          2. Voice Gateway and Unified CM Considerations
          3. Outbound Option Installation Verification
        3. Configuring Outbound Option for Agent and IVR Campaigns
          1. Campaign Types Overview
          2. Prerequisite Configurations for Outbound Campaigns
          3. Agent-Based Campaign
          4. Agent-Based Campaign Scripting
          5. IVR Based Campaign Configuration
          6. IVR Based Campaign Scripting
      7. Supporting CCE
        1. ICM Processes
          1. Simple Startup
          2. Simplex Central Controller Startup Detail
          3. Simplex PG Startup
          4. Administration and Data Server Startup
          5. ICM Fault Tolerance
          6. Duplexed Central Controllers
          7. Central Controller Failure Scenarios
          8. Configuration Change Sequence
        2. Diagnostic Framework Suite
          1. Diagnostic Framework Suite Review
          2. Analysis Manager
          3. Unified System CLI
          4. Diagnostic Framework Portico
        3. UCCE Support
          1. ICM Support
          2. CVP Support
          3. Gateway Support
          4. UCM Support
        4. Service Assurance
          1. Syslog and SNMP
          2. Failover and High Availability
      8. Lab's
        1. Setting up your VPN and SIP phone
        2. Configuring Cisco Unified Communications Manager
        3. Explore Your Voice Gateway (Ingress/VXML)
        4. Install the ICM Main Installer
        5. Install the ICM Central Controller and Admin & Data Server
        6. Configure/Install PG for CVP and UCM
        7. Install, Configure and License CVP
        8. Configure IOS Voice Gateway for CVP
        9. Configure ICM for CVP Scripting
        10. Prepare a Simple CVP Test Script
        11. ICM Scripting with Microapps
        12. Configure ICM for Basic Agent Functionality
        13. Install CTI Components
        14. CTI Route Point Initiated Calls
        15. Implement Cisco Courtesy Callback
        16. Configure Outbound Agent Campaign SCCP Dialer
        17. Using Troubleshooting Tools

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Do you have the right background for Deploying Unified Contact Center Enterprise v10.0 - DUCCE (Collaboration)?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

David M.
- Networking expert with several Cisco certifications, including CCENT, CCNA, CCDA, CCSI, and CCVP. - Has taught over 90 courses at NetCom Learning. - Average rating of 8.75 out of 9 on student evaluation reports.


David has been in the Networking field for the past eleven years and holds several Cisco certifications. He has been an instructor since 2005 and has taught over 90 courses at NetCom Learning.

David is an extremely enthusiastic trainer with a raw passion towards teaching and delivering Cisco information and takes great pride in his career as an instructor, which has lead him to develop and deliver the class in his own unique way; very professional and knowledgeable, yet pleasant and enjoyable. His classes have a high passing rate for students taking certification exams, and averages 8.75 out of 9 on evaluation reports.
Michael G.
- Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer.
- An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses.
- High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning.


Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses.

Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.
William D.
- Bachelors and Masters in Mathematics from University of Pennsylvania, in addition to several IT certifications.
- Over 20 years of experience in the IT industry; background ranges from engineering, administration and escalation support in networks.


William is a highly-skilled IT professional with Bachelors and Masters Degree in Mathematics from University of Pennsylvania. He has been working in the IT industry for over 20 years, with experience in engineering, administration and escalation support in networks ranging from small to large scale complex enterprise environments.

As a Cisco and CompTIA Subject Matter Expert, he holds several certifications, including Cisco CCNA, CCNP, and CCIE. William is one of NetCom's top trainers, consistently scoring high marks in student evaluations.

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Recent Client Testimonials & Reviews

Very knowledgeable instructor. True subject matter expert.

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