Cisco UCCE Training with CVP

Elevate your contact center expertise with Cisco UCCE Training Video, a comprehensive and immersive learning program designed to equip you with the knowledge and skills needed to excel in Cisco Unified Contact Center Enterprise (UCCE) and Packaged Contact Center Enterprise (PCCE) solutions. 

Package Includes:

  • Cisco UCCE & PCCE Deployment & Administration
  • Cisco UCCE & PCCE Troubleshooting
  • Cisco UCCE & PCCE Advanced Scripting
  • Cisco CVP Call Studio Scripting
  • 120 Hours of Lab Access

Price - $1,299.99 


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  • Access to all 11+ study Kits
  • Get access to all lectures and labs
  • 200 Hours of Lab Access
  • Unlimited update
  • Email Support
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Outline


  • Chapter 01 - Introduction to UCCE 11.5 and CVP Bootcamp
  • Chapter 02 - Architecture of Cisco Contact Center Enterprise
  • Chapter 03 - Design Consideration
  • Chapter 04 - Deployment Model
  • Chapter 05 - Central Controller
  • Chapter 06 - Preparing and Installing Cisco UCCE Software
  • Chapter 07 - Organizational Units in Active Directory and Web Setup
  • Chapter 08 - Unified CCE Central Controller โ€“ Logger
  • Chapter 09 - Unified CCE Central Controller โ€“ Router
  • Chapter 10 - Agent Desk Settings and VRU Type
  • Chapter 11 - Peripheral Gateway PG and CTI Server
  • Chapter 12 - Routing Client
  • Chapter 13 - Skill Target Sub System
  • Chapter 14 - UCCE Call Flow with CVP
  • Chapter 15 - Call Routing Post Route from CUCM Call Flow using UCCX
  • Chapter 16 - Scripts Editor and Basic Scripting
  • Chapter 16 - Scripts Editor and Basic Scripting
  • Chapter 17 - Basic Administrative Scripts
  • Chapter 18 - Basic Scripting with Call Variables
  • Chapter 19 - Overview of Cisco Unified CVP
  • Chapter 20 - Configuring VXML Gateway for UCCE and CVP
  • Chapter 21 - Creating Network VRU Scripts and CVP Microapp
  • Chapter 22 - Creating UCCE Scripts with CVP
  • Chapter 23 - Installation and Configurations of Cisco Finesse 11.5
  • Chapter 24 - Overview and Installation of Cisco Unified Intelligent Center with Live Data 11.5
  • Chapter 25 - Configuration of Cisco CUIC Reporting 11.5

Lecture On Video

  1. Chapter 01 - Cisco UCCE Introduction to UCCE and CVP Bootcamp
  2. Chapter 02 - Cisco UCCE Architecture of Cisco Contact Center Enterprise
  3. Chapter 03 - Cisco UCCE Design Consideration
  4. Chapter 04 - Cisco UCCE Deployment Model
  5. Chapter 05 - Cisco UCCE Central Controller
  6. Chapter 06 - Cisco UCCE Preparing and Installing Cisco UCCE Software
  7. Chapter 07 - Cisco UCCE Organizational Units in Active Directory and Web Setup
  8. Chapter 08 - Cisco UCCE Unified CCE Central Controller - Logger
  9. Chapter 09 - Cisco UCCE Unified CCE Central Controller - Router
  10. Chapter 10 - Cisco UCCE Agent Desk Settings and VRU Type
  11. Chapter 11 - Cisco UCCE Peripheral Gateway PG and CTI Server
  12. Chapter 12 - Cisco UCCE Routing Client
  13. Chapter 13 - Cisco UCCE skill Target Sub System
  14. Chapter 14 - Cisco UCCE uCCE Call Flow with CVP
  15. Chapter 15 - Cisco UCCE Call Routing Post Route from CUCM Call Flow using UCCX
  16. Chapter 16 - Cisco UCCE Scripts Editor and Basic Scripting
  17. Chapter 17 - Cisco UCCE Basic Administrative Scripts
  18. Chapter 18 - Cisco UCCE Basic Scripting with Call Variables
  19. Chapter 19 - Cisco UCCE Overview of Cisco Unified CVP
  20. Chapter 20 - Cisco UCCE Configuring VXML Gateway for UCCE and CVP
  21. Chapter 21 - Cisco UCCE Creating Network VRU Scripts and CVP Microapp
  22. Chapter 22 - Cisco UCCE Creating UCCE Scripts with CVP
  23. Chapter 23 - Cisco UCCE Installation and Configurations of Cisco Finesse
  24. Chapter 24 - Cisco UCCE Overview and Installation of Cisco Unified Intelligent Center with Live Data 
  25. Chapter 25 - Cisco UCCE Configuration of Cisco CUIC Reporting

Lab Outline

  1. Lab 01 - Preparing Windows Server For Active Directory in UCCE Deployment
  2. Lab 02 - Preparing and Install Microsoft SQL Server 2014 for UCCE Deployment
  3. Lab 03 - Deploying Cisco UCCE Base Software
  4. Lab 04 - Installing and Preparing Cisco CVP Call Server
  5. Lab 05 - Deploying Cisco CVP Operation Console Manager
  6. Lab 06 - Prepare and Install Cisco Finesse Server
  7. Lab 07 - Prepare and Install Cisco Unified Intelligent Center CUIC
  8. Lab 08 - Preparing UCCE Servers with Instance in Active Directory
  9. Lab 09 - Simplex - How To Configure ROUTER in Simplex Mode
  10. Lab 10 - Simplex - How To Configure LOGGER in Simplex Mode
  11. Lab 11 - Simplex - How To Configure Administrator Server and HDS-DDS in Simplex Mode
  12. ab 12 - Simplex - Configure PG to support Unified PG with Routing client
  13. Lab 13 - Simplex - Configure PG to support Unified PG with Non-Routing client
  14. Lab 14 - Simplex - How to Install CVP Call Server and Operation Console in Distributed Environment
  15. Lab 15 - Simplex - Configuring VRU PG for CVP
  16. Lab 16 - Simplex - Configure, Integrate CTI Server and Finesse Server
  17. Lab 17 - Duplex - Migrate Router and Logger To Duplex Deployment
  18. Lab 18 - Duplex - Migrate Unified PG in US Cluster To Duplex Deployment
  19. Lab 19 - Configure Network VRU with Label
  20. Lab 20 - Modifying Agent Target Rule for CVP Routing Client
  21. Lab 21 - Configuring CVP To Work with VXML Gateway and UCCE Server
  22. Lab 22 - Configuring VXML Voice Gateway for Application and Dial peer for CVP
  23. Lab 23 - Creating ECC Variable For UCCE Scripts to support CVP Call
  24. Lab 24 - Creating Network VRU Scripts
  25. Lab 25 - Developing a basic call center script for UCCE with CVP
  26. Lab 26 - Schedule and Test Cisco UCCE Script with Agent Online
  27. Lab 27 - Configuring Redundant Finesse Server
  28. Lab 28 - Configuring Finesse with Variable, Phone Book, Reason Code and Team
  29. Lab 29 - Configuring Workflow in Cisco Finesse Server for Browser Popup
  30. Lab 30 -Routing Calls to Multiple Skills Group From Different CUCM Cluster using Enterprise Skills Group Node
  31. Lab 31 - Configuring Cisco CUIC Reporting For Cisco UCCE Real Time and Historical Databsas
  32. Lab 32 - Integrating CUIC Reporting Server with UCCE and LDAP User





  1. Lab 1 - Overview of Cisco UCCE Administration Tools
  2. Lab 2 - Getting started with Agent Desk Settings
  3. Lab 3 - Prepare and Configuring Network VRU for CVP
  4. Lab 4 - Preparing and Configuration Services and Skills Groups
  5. Lab 5 - Creating Agent, Supervisor and Team Lists
  6. Lab 6 - Configure PG for IP IVR (UCCX)
  7. Lab 7 - Creating Network Trunk and Trunk Group for IP IVR
  8. Lab 8 - Configuring PG For Cisco Unified CM
  9. Lab 9 - Defining Agent Target Rule and Device Target
  10. Lab 10 - Defining Enterprise Skills Group to Route calls to agent from Multiple Unified CM Clusters
  11. Lab 11 - Setting Limit on Number of Skills group per agent
  12. Lab 15 - Creating Precision Queues - Attributes
  13. Lab 15 - Creating Precision Queues - Attributes and Assign it to Agent
  14. Lab 13 - Creating Precision Queues and Rules to select Agent
  15. Lab 14 - Creating SCRIPT for Precision Queue and Testing calls
  16. Lab 15 - Outbound Dialer - Preparing Logger for Outbound dialer
  17. Lab 16 - Outbound Dialer - Configuring PG for CUCM Agent Cluster
  18. Lab 17 - Outbound Dialer - Configuring Dialer Component in ICM
  19. Lab 18 - Outbound dialer - Network VRU and Media Routing PG
  20. Lab 19 - Outbound dialer - Creating Skills Group and Dial Number
  21. Lab 20 - Outbound dialer - Ensure Time and ECC Variable Configured
  22. Lab 21 - Outbound Dialer - Ensure LoggerA outbound dialer is enable
  23. Lab 22 - Outbound Dialer - Dialer Component on PG
  24. Lab 23 - Outbound Dialer - Modify Local Static Route Files
  25. Lab 25 - Outbound Dialer - Modify The Media Routing with Dialer
  26. Lab 26 - Outbound Dialer - Verification of Outbound Component



    Lecture on Video (available now)

    • Chapter 01 - Introduction to Script Editor
    • Chapter 02 - Call Type Contact Data and Scripting
    • Chapter 03 - Categorizing Contacts
    • Chapter 04 - Selecting Routing Targets
    • Chapter 05 - Network VRUs
    • Chapter 06 - Variable and Formula
    • Chapter 07 - UCCE Scripting with Call Variables
    • Chapter 08 - Scripting with External Database
    • Chapter 09 - UCCE Basic Administrative Scripts
    • Chapter 10 - Built-In Function รขโ‚ฌโ€œ String Manipulation
    • Chapter 11 - Introduction to Cisco Unified CVP and ICM Scripting
    • Chapter 12 - Implementing Cisco Unified ICM Enterprise Scripting Microapplications
    • Chapter 13 - Overview of CVP Call Studio
    • Chapter 14 - Creating a basic CVP Scripts
    • Chapter 15 - Executing CVP Scripts via UCCE Scripting

    Lab Outline (available now)

    • Lab 01 - Create a basic UCCE Scripts
    • Lab 02 - Create a script with comment & monitoring object
    • Lab 03 - Routing calls to different scripts based on Call Type and Prefix Match
    • Lab 04 รขโ‚ฌโ€œ Routing Call Based on CLID and Dialed Number
    • Lab 05 - Requalify Call Type - Routing calls to another script
    • Lab 06 รขโ‚ฌโ€œ Use GotoScript to route calls to different scripts
    • Lab 07 รขโ‚ฌโ€œ Creating Time of Day Routing
    • Lab 08 รขโ‚ฌโ€œ Distribute call load using Percentage Allocation
    • Lab 09 รขโ‚ฌโ€œ Routing Calls using Skills Group using LAA Method
    • Lab 10 รขโ‚ฌโ€œ Routing calls to Services using Service Node




    • Lab 1 - Introducing to Cisco UCCE Troubleshooting Utilities
    • Lab 2 - Preparing and Configuring RTMT To Troubleshoot UCCE and CVP
    • Lab 3 - Learn to use Unified System CLI to troubleshoot UCCE
    • Lab 4 - Using RTTEST command to troubleshoot UCCE Platform
    • Lab 5 - How to use Dumplog to analyst Logs
    • Lab 6 - Using OPCTest Command to See PG Status
    • Lab 7 - Using OPCTest To List Calls and Identify particular calls
    • Lab 8 - Using OPCTest Utility to gather Agent Statistic
    • Lab 9 - Troubleshooting Cisco UCCE Call Flow
    • Lab 10 - Learn To Isolate Switch Leg Issues for UCCE and CVP
    • Lab 11 - Learn To Isolate VRU Leg for UCCE and CVP
    • Lab 12 - Learn How To Isolate Subsequent Warm Transfer Fault
    • Lab 13 - Utility - How to run EMSMON Utility
    • Lab 14 - Troubleshooting Shutdown Error for Router
    • Lab 15 - Learn to Troubleshoot Finnese Out Of Service Issue
    • Lab 16 - How to Set Trace Settings and Log Collection
    • Lab 17 - How To Set Trace and Log Collections on Cisco Finesse
    • Lab 18 - Setup Trace Settings and Log Collection on CVP
    • Lab 19 - Setting Trace and Logs Collection for Virtualized Voice Browser
    • Lab 20 - Utility - Troubleshooting using EMSMON Agent PG Not Active
    • Lab 21 - Troubleshooting UCCE - Client gets fast busy when dialed DN
    • Lab 22 - Troubleshoot UCCE Call - Gateway Not Found - Customer calls are failing every now
    • Lab 23 - Call Fails with Error Message Not Found, GW Call using SURV TCL Flag
    • Lab 24 - Troubleshooting Calls - Agent Reserve But Call Is Not Connected
    • Lab 25 - The device associated with that extension or dial number invalid - Part 1





    • Chapter 1.0 - Overview of Cisco Unified Call Studio - Lecture
    • Chapter 2.0 - Getting Started with Creating Basic Application
    • Chapter 20 - Creating your own local Action Element using Java API with Customized Parameter
    • Chapter 3.0 - Overview of Elements View
    • Chapter 4.0 - Integrating Cisco Unified ICM Scripts with Cisco CVP Call Studio Scripts
    • Chapter 5.0 - My First Integrated Service Application
    • Chapter 6.0 - Subdialog Element
    • Chapter 7.0 - Audio Element and its settings
    • Chapter 8.0 - Decision Element and Its settings
    • Chapter 9.0 - Creating basic Text To Speech Scripts with TTS Server
    • Chapter 10 - Creating Menu-Driven Application with TTS and Audio Files
    • Chapter 11 - Overview of Number Capture Element
    • Chapter 12 - Overview of Record Element and Configurations
    • Chapter 13 - Overview Database Element and Its Configurations
    • Chapter 14 - Overview of Call Studio - Session API
    • Chapter 15 - Cisco CVP Java Class - Call Start Action and Call End Action
    • Chapter 16 - Creating CVP Scripts with a Java Class Standard Action and Decision Element
    • Chapter 17 - Creating Cisco CVP Call Studio Script with Mathematical Expression
    • Chapter 18 - Create a Standard Action Element using Java API
    • Chapter 19 - Creating a Decision Action Element using Java API
    • Chapter 20 - Creating your own local Action Element using Java API with Customized Parameter
    • Chapter 21 - Creating your own local Decision Element using Java API with Customized Parameter
    • Chapter 22 - Creating your own local Decision Element using Java API with Param
    • Chapter 23 - How to manage large Cisco Call Studio Scripts using Page and Page Connector
    • Chapter 24 - Creating Customized Parameter for Custom VoiceElement
    • Chapter 25 - Overview of Google Dialogflow and CVP Integration
    • Chapter 26 - Cisco CVP DialogFlow - Preparing Google Cloud For CVP Virtual Agent



Sample Chapters

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Demo Chapters

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