Certificate Course:Cisco Unified Contact Center Enterprise Deplopment

Course Content:

Describe how the various UCCE components are integrated

* Describe call flow
* Describe call flow states (initial prompt and collect or self-service, queue, talking)
* Identify the protocols used to interconnect each of the components
* Describe how incoming calls are routed around failed components
* Describe the impact on existing calls when a component or interface fails
* Describe the impact of a process or network failure on agent states
* Describe the considerations for upgrading one or more components of the UCCE
* Describe the impact on reporting when a component or interface fails

Install ICM Components for UCCE

* Describe the dependency on OS networking components (AD, Domain Controllers and FSMO roles, DNS, SNMP)
* Describe the relationship of the AD containers for ICM Describe the required OS configurations (drive partitions, NIC settings, IP addressing, DNS settings, static routes)
* Describe the required database configurations (SQL Server, authentication mode, binary sort order, database and log file sizing)
* Describe the role of the Domain Manager tool (instance)
* Describe the recommended order of installation for ICM software components
* Describe the steps used to install a new PG
* Describe the steps used to install a new Central Controller
* Describe the steps used to install a new AW
* Describe the steps used to install a new CTI Server (CAD and CTI OS)
* Describe the steps used to validate network & ICM interprocess communications

Configure IP IVR for integration with UCCE

* Describe the process used to configure LDAP
* Describe the process used to configure media group