1. Chapter 1.1 - Cisco Collaboration Solutions Architecture - Overview
2. Chapter 1.2 - Cisco Collaboration Solutions Architecture - Deployment and Licenses
3. Chapter 1.3 - Cisco Collaboration Solutions Architecture - High Availability and Redundancy
4. Chapter 1.4 - Cisco Collaboration Solutions Architecture - Certificates
5. Chapter 1.5 - Cisco Collaboration Solutions Architecture - Disaster Recovery and Backup
6. Chapter 1.6 - Cisco Collaboration Solutions Architecture - IP Network Protocols
7. Chapter 1.7 - Cisco Collaboration Solutions Architecture - Overview of Codecs
8. Chapter 2.1 - Exploring Call Signaling over IP Network - Phone Bootup and On Cluster Call
9. Chapter 2.2 - Exploring Call Signaling over IP Network - Phone Initialization and SIP Signals
10. Chapter 3.1 - Integrating Cisco Unified Communications Manager LDAP - Overview
11. Chapter 3.2 - Integrating Cisco Unified Communications Manager LDAP - Synchronization and Authentication
12. Chapter 3.3 - Integrating Cisco Unified Communications Manager LDAP - Access Control Grup
13. Chapter 3.4 - Integrating Cisco Unified Communications Manager LDAP - Feature Group Template
14. Chapter 4.1 - Implementing Cisco Unified Communications Manager Provisioning Features - Manual and Auto Registration
15. Chapter 4.2 - Implementing Cisco Unified Communications Manager Provisioning Features - Bulk Administration Tools
16. Chapter 4.3 - Implementing Cisco Unified Communications Manager Provisioning Features - Self Provision Part 1
17. Chapter 5.0 - Exploring Codecs
18. Chapter 6.1 - Describing Dial Plans and Endpoint Addressing - Overview
19. Chapter 6.2 - Describing Dial Plans and Endpoint Addressing - Endpoint Addressing
20. Chapter 6.3 - Describing Dial Plans and Endpoint Addressing - Call Routing Process and Logic
21. Chapter 6.4 - Describing Dial Plans and Endpoint Addressing - Addressing Method
22. Chapter 6.5 - Describing Dial Plans and Endpoint Addressing - Variable Length Dialing and Urgent Priority
23. Chapter 7.0 - Implementing MGCP Gateways
24. Chapter 8.0 - Implementing Voice Gateways
25. Chapter 9.0 - Configuring Calling Privileges in Cisco Unified Communications Manager
26. Chapter 10 - Implementing Toll Fraud Prevention
27. Chapter 11 - Implementing and Troubleshooting Media Resources in Cisco Unified Communications Manager Part 1
28. Chapter 11 - Implementing and Troubleshooting Media Resources in Cisco Unified Communications Manager Part 2
29. Chapter 11 - Implementing and Troubleshooting Media Resources in Cisco Unified Communications Manager Part 3
30. Chapter 11 - Implementing and Troubleshooting Media Resources in Cisco Unified Communications Manager Part 4
31. Chapter 12 - Describing Cisco Instant Messaging and Presence
32. Chapter 13 - Enabling Cisco Jabber in Cisco Unified IM and Presence
33. Chapter 14 - Configuring Cisco Unity Connection Integration
34. Chapter 15 - Configuring Cisco Unity Connection Call Handlers
35. Chapter 16 - Describing Collaboration Edge Architecture - Part 1 - Lab
36. Chapter 16 - Describing Collaboration Edge Architecture - Part 1 - Lecture
37. Chapter 17 - Analyzing Quality Issues in Converged Networks
38. Chapter 18 - Defining QoS and QoS Models - Part 1
39. Chapter 18 - Defining QoS and QoS Models - Part 2

1. Chapter 1.1 - Overview of Unity Connection and Integration of Unity Connection
2. Chapter 1.2 - Configuring Cisco Unity Connection Integration
3. Chapter 1.3 - Cisco Unity Connection Clustering
4. Chapter 1.4 - Cisco Unity Connection Deployment and Networking
5. Chapter 3.0 - Troubleshooting Cisco Unity Connection
6. Chapter 4.0 - Configuring and Troubleshooting Cisco Unity Express
7. Chapter 5.1 Overview and Configuring SSO Archiecture
8. Chapter 5.2 - Overview of SSO Component
9. Chapter 6.1 - Cisco Unified Communications Manager IM and Presence and Cisco Jabber Integration Overview
10. Chapter 6.2 - Cisco Unified IM and Presence - Jabber Deployment Options
11. Chapter 7.1 - Cisco Jabber Customization Overview
12. Chapter 7.3 - Cisco Unified IM and Presence Jabber Custom Configuration Files
13. Chapter 7.4 - Cisco Unified IM and presence - Apple Push Notification Service
14. Chapter 8.0 - Configuring Cisco Unified Communications Manager IM and Presence Service Compliance and Message Archiving
15. Chapter 9.0 - Troubleshooting Cisco Unified Communications Manager IM and Presence Service
16. Chapter 10 - Integrating Cisco Unified Attendant Console Advanced
17. Chapter 11 - Implementing Call Recording and Monitoring

1. Chapter 1 - Describing Cisco Conferencing Architecture - Part 1
2. Chapter 1 - Describing Cisco Conferencing Architecture - Part 2
3. Chapter 2.0 - Configuring a Single Combined Deployment - Part 1
4. Chapter 2.0 - Configuring a Single Combined Deployment - Part 2
5. Chapter 3.0 - Installing Cisco Meeting Server
6. Chapter 4.0 - Using APIs with Cisco Meeting Server
7. Chapter 5.0 - Configuring a Cisco Meeting Server Scalable and Resilient Deployment
8. Chapter 6.0 - Configuring B2B and WebRTC Firewall Traversal Connectivity for Cisco Meeting Server - Part 1
9. Chapter 6.0 - Configuring B2B and WebRTC Firewall Traversal Connectivity for Cisco Meeting Server - Part 2
10. Chapter 7.0 - Configuring Recording and Streaming with Cisco Meeting Server
11. Chapter 8.0 - Troubleshooting Cisco Meeting Server
12. Chapter 9.0 - Integrating Cisco Meeting Server with Cisco Unified CM
13. Chapter 10.0 - Integrating Cisco Meeting Server with Microsoft Skype for Business
14. Chapter 11.0 - Installing and Operating Cisco TMS and Cisco TMSXE
15. Chapter 12.0 - Installing and Integrating Cisco Meeting Management

• Chapter 1.1 - Architecture of WebEx Calling
• Chapter 1.2 - Overview of WebEx Dial Plan Part 1
• Chapter 1.2 - Overview of WebEx Dial Plan On Premises Trunk Part 2
• Chapter 1.2 - Overview of WebEx Dial Plan Part 3
• Chapter 1.2 - Overview of WebEx Dial Plan Part 4
• Chapter 2.0 - Chapter 2 - WebEx PSTN Overview
• Chapter 3.0 - WebEx User and Feature Provisioning
• Chapter 4.0 - WebEx Phone Deployment
• Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 1
• Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 2
• Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 3
• Chapter 6.0 - Deploying vCUBE on Amazon AWS
• Chapter 7.0 - Detailed WebEx Patterns and pattern matching
• Chapter 8.0 - Detailed WebEx Call Routing Overview
• Chapter 9.0 - Cisco WebEx Local Gateway Overview
• Chapter 10.0 - Cisco WebEx Local Gateway Outbound Proxy
• Chapter 11.0 - Cisco WebEx Local Gateway Single Dial Peer
• Chapter 12.0 - Cisco WebEx Local Gateway Caller ID handling
• Chapter 13.0 - Cisco WebEx Local Gateway Troubleshooting
• Chapter 14.0 - Overview of Cisco WebEx Control Hub
• Chapter 15.0 - Deploying Cisco CUBE HA with Redundancy Group
• Chapter 16.0 - Deploying Local Gateway and vCube to register with WebEx Calling SBC
• Chapter 17.0 - Configuring SIP Profile for Cisco WebEx Calling
• Chapter 18.0 - Configuring Call routing to make outbound PSTN calls using Webex calling
• Chapter 19.0 - Initual Setup for WebEx Calling PSTN and Main Number
• Chapter 20.0 - Enabling WebEx Calling User with settings
• Chapter 21.0 - Configuring Device for Cisco WebEx Users
• Chapter 22.0 - Adding Multiple Devices using Bulk Activation Code
• Chapter 23.0 - Creating Queue with Agent in WebEx Calling Part 2
• Chapter 24.0 - Creating Queue with Agent in WebEx Calling
• Chapter 25.0 - Call park extension and Call Park Group in WebEx Calling
• Chapter 26.0 - Creating Auto Attendant, Hunt group and Voicemail Group for WebEx Calling User
• Chapter 27.0 - Configuring WebEx Calling Internal Dial Plan in multiple location

• Chapter 01 - Overview of Cisco WebEx Contact Center
• Chapter 02 - Overview of Cisco WebEx CC Core Feature
• Chapter 03 - Overview of Cisco WebEx CC License
• Chapter 04 - Overview of Cisco WebEx CC Architecture and Connectivity
• Chapter 05 - Estimate Sizing of Trunk and Agent Requirement for Cisco WebEx CC
• Chapter 06 - Cisco Webex Global Datacenter Deployment Overview
• Chapter 07 - Overview of Cisco WebEx Partner Hub
• Chapter 08 - Managing Control Hub from Customer Perspective
• Chapter 09 - Setting up New Customer in Partner Hub for Contact Center
• Chapter 10 - Cisco WebEx CC Tanent Provission Overview
• Chapter 11 - Managing Agent, Skills, Skills profile and Multimedia Profile in WebExCC
• Chapter 12 - Managing Entry Points and Queues Configurations
• Chapter 13 - Managing Cisco WebEX CC Sites and Teams
• Chapter 14 - Managing Users and Users Profile in Cisco WebEX CC
• Chapter 15 - Managing Skills Definition and Skills Profile Attributes
• Chapter 16 - Cisco WebEx CC - Flows
• Chapter 17 - Manging Routing Strategy in Cisco WebEX CC
• Chapter 18 - Overview and Configuration of Google DialogFlow Text to Speech for WebEXCC
• Chapter 19 - Overview of Cisco WebEx Experience Management Platform
• Chapter 20 - Creating My First Call Flow using Flow Designer in Cisco WebEx CC
• Chapter 21 - Overview and Configuration of Cisco WebEx Routing Strategy
• Chapter 22 - Overview of Tanet Management Portal
• Chapter 23 - Overview of Agent Desktop
• Chapter 24 - Overview of Cisco WebEx CC Analyzer
• Chapter 25 - Integrating Cisco WebEX CC with Google CCAI DialogFlow
• Chapter 26 - Overview of Google DialogFlow and Natural Language Processing
• Chapter 27 - Creating Virtual Agent for Chat and Voice for WebEX CC
• Chapter 28 - Overview of End to End Skills Profile Based on Customer Scenario
• Chapter 29 - Detailed Overview of WebEx Scripting Flow Builder
• Chapter 30 - Configuring Chat Capabilities in Cisco WebEx CC

• Navigating the Control Hub and Contact Center Portal
• Creating Agent, User and Skills Profile for Users
• Configuring Sites and Teams
• Provisioning Contact Center Agents
• Defining Dialed Numbers, Extensions, Entry Points, and Queues
• Creating a Call Flow to Agents
• Adding IVR Functionality to the Call Flow
• Configuring the Supervisor and Common Supervisor Tasks
• Loading the Three Default Flows for Webex Connect (Instructor Demo)
• Configuring Web/Live Chat in WXCC
• Administering Webex Contact Center (AWXCC)
• Configuring the Facebook Messenger Channel
• Configuring the Email Channel
• Using Visualization to Generate Reports and Dashboards

Cisco WebEx Contact Center Scripting (flow designer)

• Lab 1 - Introduction to WxCC Flow Designer
• Lab 2 - Creating WxCC Flow using Play Music Activity
• Lab 3 - Creating WxCC Flow Using Play Message with Static Audio and Google TTS
• Lab 4 - Creating WxCC Flow using Collect Digit Activities
• Lab 5 - Creating WxCC Flow Using Menu Activity to build IVR Application
• Lab 6 - Creating WxCC Flow Using Blind Transfer Activity
• Lab 7 - Creating WxCC Flow Using Queue Contact Activity
• lab 8 - Creating WxCC using Get Queue Info and Build Queue Loop
• Lab 9 - Creating WxCC Flow Using Advanced Queue Info Activities
• Lab 10 - Creating WxCC Flow Using Escalate Call Distribution 

• Lab 1 - Introduction to WxCC Flow Designer
• Lab 2 - Creating WxCC Flow using Play Music Activity
• Lab 3 - Creating WxCC Flow Using Play Message with Static Audio and Google TTS
• Lab 4 - Creating WxCC Flow using Collect Digit Activities
• Lab 5 - Creating WxCC Flow Using Menu Activity to build IVR Application
• Lab 6 - Creating WxCC Flow Using Blind Transfer Activity
• Lab 7 - Creating WxCC Flow Using Queue Contact Activity
• lab 8 - Creating WxCC using Get Queue Info and Build Queue Loop
• Lab 9 - Creating WxCC Flow Using Advanced Queue Info Activities
• Lab 10 - Creating WxCC Flow Using Escalate Call Distribution 

• Chapter 1.1 - Overview of Microsoft Teams deployment
• Chapter 1.2 - Overview of Microsoft Teams deployment Network Planning
• Chapter 2.1 - Manage and monitor Teams - Manage Team
• Chapter 2.2 - Managing Teams Setting and Policies
• Chapter 3.1 - Configuring Chat, teams, channels, and apps in Microsoft Teams Overview
• Chapter 3.2 - Configuring Chat, teams, channels, and apps in Microsoft Teams Overview Part 2
• Chapter 4.0 - Configuring Meetings and conferencing in Microsoft Teams
• Chapter 5.0 - Overview of Microsoft Teams Rooms
• Chapter 6.0 - Understand Microsoft Teams apps
• Chapter 7.1 - Overview of Microsoft Teams voice - Overview Phone System
• Chapter 7.2 - Overview of Microsoft Teams Voice Basic Phone Feature
• Chapter 7.3 - Overview of Microsoft Teams Voice Auto Attendant and Queue
• Chapter 8.0 - Microsoft Team PSTN Connectivity
• Chapter 9.0 - Calling Plans for Microsoft Teams
• Chapter 10 - Microsoft Team Operator Connect
• Chapter 11 - Microsoft Team Direct Routing - Part 1
• Chapter 12 - Manage telephone numbers for your organization
• Chapter 13 - Manage voice and calling policies in Microsoft Teams
• more chapters in progress

• Chapter 1.1 - Architecture of WebEx Calling
• Chapter 1.2 - Overview of WebEx Dial Plan Part 1
• Chapter 1.2 - Overview of WebEx Dial Plan On Premises Trunk Part 2
• Chapter 1.2 - Overview of WebEx Dial Plan Part 3
• Chapter 1.2 - Overview of WebEx Dial Plan Part 4
• Chapter 2.0 - Chapter 2 - WebEx PSTN Overview
• Chapter 3.0 - WebEx User and Feature Provisioning
• Chapter 4.0 - WebEx Phone Deployment
• Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 1
• Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 2
• Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 3
• Chapter 6.0 - Deploying vCUBE on Amazon AWS
• Chapter 7.0 - Detailed WebEx Patterns and pattern matching
• Chapter 8.0 - Detailed WebEx Call Routing Overview
• Chapter 9.0 - Cisco WebEx Local Gateway Overview
• Chapter 10.0 - Cisco WebEx Local Gateway Outbound Proxy
• Chapter 11.0 - Cisco WebEx Local Gateway Single Dial Peer
• Chapter 12.0 - Cisco WebEx Local Gateway Caller ID handling
• Chapter 13.0 - Cisco WebEx Local Gateway Troubleshooting
• Chapter 14.0 - Overview of Cisco WebEx Control Hub
• Chapter 15.0 - Deploying Cisco CUBE HA with Redundancy Group
• Chapter 16.0 - Deploying Local Gateway and vCube to register with WebEx Calling SBC
• Chapter 17.0 - Configuring SIP Profile for Cisco WebEx Calling
• Chapter 18.0 - Configuring Call routing to make outbound PSTN calls using Webex calling
• Chapter 19.0 - Initual Setup for WebEx Calling PSTN and Main Number
• Chapter 20.0 - Enabling WebEx Calling User with settings
• Chapter 21.0 - Configuring Device for Cisco WebEx Users
• Chapter 22.0 - Adding Multiple Devices using Bulk Activation Code
• Chapter 23.0 - Creating Queue with Agent in WebEx Calling Part 2
• Chapter 24.0 - Creating Queue with Agent in WebEx Calling
• Chapter 25.0 - Call park extension and Call Park Group in WebEx Calling
• Chapter 26.0 - Creating Auto Attendant, Hunt group and Voicemail Group for WebEx Calling User
• Chapter 27.0 - Configuring WebEx Calling Internal Dial Plan in multiple location

• Chapter 1 - Introduction to Cisco UCCX Solutions Module 1.0
• Chapter 2 - Introduction to Cisco UCCX Module 1.1 - Design and Plan
• Chapter 3 - Introduction to Cisco UCCX Module 1.2 - Design Consideration
• Chapter 4 - Introduction to Cisco UCCX Module 1.3 - Understand Call Flow
• Chapter 5 - Installation of UCCX using Prime Collaboration
• Chapter 6 - Initialization of Cisco UCCX Cluster with CUCM
• Chapter 7 - Managing Cisco UCCX Application Server
• Chapter 8 - Managing and Configuring RmCM Subsystem
• Chapter 9 - Managing HTTP Trigger in Cisco UCCX
• Chapter 10 - Overview of Cisco Finesse for Agent and Supervisor
• Chapter 11 - Creating Basic Cisco UCCX Scripts
• Chapter 12 - Creating Scripts to collect prompt and menu
• Chapter 13 - Creating Loop and Decission Making script
• Chapter 14 - Creating Database Scripts in Cisco UCCX
• Chapter 15 - Overview of Cisco SocialMiner Integration with Cisco UCCX
• Chapter 16 - Overview of Outbound dialing in Cisco UCCX
• Chapter 17 - Configuring Reporting Serve for Cisco UCCX
• Chapter 18 - Basic Cisco UCCX Call Flow
• Chapter 19 - Overview of Cisco UCCX Script Debuging
• Chapter 20 - Overview of Cisco UCCX Administrative Tools

• Chapter 1 - Overview of Cisco Unified CCX Script Editor
• Chapter 2 - Basic Cisco Unified CCX Scripting
• Chapter 3 - Cisco Unified CCX Scripting Variable
• Chapter 4 - Cisco Unified CCX Scripting General Steps
• Chapter 5 - Cisco Unified CCX Scripting Session Steps
• Chapter 6 - Cisco Unified CCX Scripting Contact Steps
• Chapter 7 - Cisco Unified CCX Scripting Trigger Steps
• Chapter 8 - Cisco Unified CCX Scripting Call Contact Steps
• Chapter 9 - Cisco Unified CCX Scripting eMail and Http Steps
• Chapter 10 - Cisco Unified CCX Scripting Document Steps
• Chapter 11 - Cisco Unified CCX Scripting Media Steps
• Chapter 12 - Making Decission and Loop and Counter in UCCX Scripting
• Chapter 13 - Cisco Unified CCX Scripting User Steps
• Chapter 14 - Cisco Unified CCX Scripting Prompt Steps
• Chapter 15 - Cisco Unified CCX Scripting ACD Steps
• Chapter 16 - Cisco Unified CCX Scripting ICM and Java Steps
• Chapter 17 - Configuring UCCX For External Databases
• Chapter 18 - Creating a Java Jar File
• Chapter 19 - Cisco Unified CCX Scripting String Method
• Chapter 20 - Debugging a Script

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

• 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

• Chapter 1 - Introduction to AWS Connect Part 1
• Chapter 1 - Introduction to AWS Connect Part 2
• Chapter 2 - Amazon AWS Connect Architecture - Part 1
• Chapter 2 - Amazon AWS Connect Architecture - Part 2
• Chapter 2 - Amazon AWS Connect Architecture - Part 3
• Chapter 3 - Setting up your first AWS Connect Cloud Contact Center
• Chapter 4 - Overview and Configuration of Amazon AWS Contact Flow
• Chapter 5 - Creating Flow Module to Manage Contact Flow
• Chapter 6 - Managing Prompts in Amazon AWS Connect with Poly, S3 and SSML
• Chapter 7 - Managing Transfer in Amazon AWS Connect
• Chapter 8 - Overview of Amazon AWS Connect Rule
• Chapter 9 - Basic Overview of Amazon Lex
• Chapter x10 - Creating Amazon Connect Customer Profile
• Chapter 11 - AWS Connect Queues and Routing Profiles Lab
• Chapter 12 - Building ChatBot using Amazon Lex For Connect
• Chapter 13 - Creating AWS Connect Contact Flow with Lex Bot
• Chapter 14 - Creating CloudWatch Logs for Amazon Lex Bot activity
• Chapter 15 - Integrating Amazon Connect with DynamoDB and Lambda
• Chapter 16 - Amazon Connect Lambda Integration - Pull Records from Database
• Chapter 17 - Amazon Connect Store Customer Input and Authenticate Client
• Chapter 18 - How to use Check and Set Contact Attributes with Lambda Functions
• Chapter 19 - Creating Contact Flow with Routing Priority and age time
• Chapter 20 - Managing Agent Status and Security Profile
• Chapter 21 - Creating Amazon Connect Flow for Call Recording

Genesys Cloud CX: Implementation

• Chapter 1.1 - Overview of the Genesys Cloud CX Platform 
• Chapter 1.2 - Licensing in Genesys Cloud CX Contact Center 
• Chapter 2.1 - Genesys Cloud CX Overview 
• Chapter 2.2 - Accessing Genesys Cloud CX 
• Chapter 3.1 - Overview of Configurations Genesys Cloud 
• Chapter 3.2 - Location Configuration
• Chapter 3.3 - User Profile Configuration
• Chapter 3.4 - Adding People to the Contact Center
• Chapter 3.5 - Organizing People
• Chapter 3.6 - Data Management in Genesys Cloud CX
• Chapter 4.1 - Features of Genesys Cloud CX Communicate
• Chapter 4.2 - Genesys Cloud CX Telephony Overview v2
• Chapter 4.3 - Genesys Cloud CX Telephony Configuration Setup
• Chapter 4.4 - Trunks in Genesys Cloud CX
• Chapter 4.5 - Sites in Genesys Cloud CX
• Chapter 4.6 - Edges in Genesys Cloud CX
• Chapter 4.7 - Functions an Edge Provides
• Chapter 4.8 - Edge Configuration
• Chapter 4.9 - Phone Management in Genesys Cloud CX
• Chapter 4.10 - DIDs in Genesys Cloud CX
• Chapter 4.11 - Extensions in Genesys Cloud CX
• Chapter 4.12 - Relationship Between Locations, Sites, Edges, and Edge Group
• Chapter 4.13 - Architect Features in the Communicate License
• Chapter 5.1 - Importance of Number Plans and Outbound Routes Configuration
• Chapter 5.2 - Customizing Number Plans and Outbound Routes
• Chapter 6.1 - Genesys Cloud Telephony and System Basics Setup
• Chapter 6.2 - Managing Agent, Role and Permission
• Chapter 6.3 - Managing Queue in Genesys Cloud CX
• Chapter 7.0 - Genesys Cloud Edge - BYOC Premises and Edge Introductory Concepts
• Chapter 8.0 - Genesys Cloud- Edge - BYOC Premise Configuration

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Tel: +1-877-903-6548

Refund Policy

VoiceBootcamp does not offer refunds after 24 hours of purchase. We provide a 100% free trial of our product to ensure it meets your needs before you buy. Please use our trial account thoroughly before making a purchase. If you have any concerns within the first 24 hours of purchase, please contact our support team at info@voicebootcamp.com tel: +1-877-903-6548

Delivery Policy

All VoiceBootcamp products are delivered online. Upon purchase, you will receive instant access to our services. In some cases, it may take up to 48 hours to fully process if purchase off-site and deliver access. If you experience any issues with accessing your purchase, please contact our support team at info@voicebootcamp.com tel: +1-877-903-6548

Return Policy

As VoiceBootcamp offers non-tangible, service-based products, we do not accept returns. Please ensure you are satisfied with our free trial before making a purchase. If you have any questions or require assistance, please contact our support team at info@voicebootcamp.com tel: +1-877-903-6548

Cancellation Policy

VoiceBootcamp does not allow cancellations after 24 hours of purchase. We encourage you to use our free trial to fully evaluate our services before committing to a purchase. If you wish to cancel within the first 24 hours, please contact our support team at info@voicebootcamp.com tel: +1-877-903-6548

Overview

VoiceBootcamp is committed to transparency and clarity regarding all promotions, discounts, and trial offers. This policy outlines the conditions under which these offers are made available to customers. Our goal is to ensure that you have a clear understanding of the terms and conditions associated with these offers to avoid any confusion or disputes.

Promotions and Discounts

Eligibility: Promotions and discounts are available to customers who meet specific criteria outlined in each offer. This may include new customers, existing customers, or those who meet certain purchase thresholds.

Duration: Each promotion or discount will have a clearly defined start and end date. These dates will be prominently displayed in the offer details.

Usage: Promotions and discounts may be subject to limitations on usage, such as one-time use per customer, or may not be combined with other offers.

Exclusions: Certain products or services may be excluded from promotions or discounts. These exclusions will be clearly listed in the offer details.

Free Trials

Duration: The duration of the free trial will be specified in the offer details. Customers will have access to the full features of the product or service for the trial period.

Automatic Conversion: Some trials may automatically convert to a paid subscription at the end of the trial period. Customers will be notified of this in advance and given the option to cancel before any charges are applied.

Cancellation: Customers can cancel their trial at any time before the end of the trial period to avoid charges. Instructions for cancellation will be provided in the trial offer details.

Display and Acceptance of Terms

Visibility: All terms and conditions for promotions, discounts, and trials will be clearly displayed on our website, and a link to these terms will be provided at the point where customers agree to participate.

Acknowledgment: Customers must acknowledge that they have read and agree to the terms and conditions before they can activate any promotion, discount, or trial.

For any questions or concerns regarding promotions, discounts, or trials, please contact our support team at info@voicebootcamp.com or +-1-877-903-6548

Compliance and Regulatory Information

1. Export Administration Regulations (EAR)

Our company complies with the U.S. Department of Commerce's Export Administration Regulations (EAR). We ensure that our software services meet all requirements for export and re-export, including obtaining necessary licenses for controlled software.

2. Office of Foreign Assets Control (OFAC) Regulations

We adhere to the regulations set forth by the U.S. Department of the Treasury's Office of Foreign Assets Control (OFAC). We do not engage in business with individuals or entities on the OFAC Specially Designated Nationals (SDN) list or other restricted lists.

3. International Traffic in Arms Regulations (ITAR)

For software with potential military applications, we comply with the U.S. Department of State's International Traffic in Arms Regulations (ITAR). Our company is registered with the Directorate of Defense Trade Controls (DDTC) and secures appropriate export licenses as needed.

4. General Data Protection Regulation (GDPR)

We are committed to protecting the personal data of our European Union customers in compliance with the General Data Protection Regulation (GDPR). We have implemented robust data protection measures and privacy practices to ensure the security of personal information.

5. Data Privacy and Security

In addition to GDPR, we comply with relevant data privacy laws in all jurisdictions where we operate. Our company employs advanced security protocols to protect user data and ensure privacy.

6. Compliance Programs and Training

We have established comprehensive compliance programs to monitor and enforce adherence to export control laws and other regulations. Our employees receive regular training on compliance requirements and best practices.

7. Customer and Transaction Screening

We utilize advanced screening tools to verify that we are not conducting business with restricted parties or in prohibited regions. This ensures that our transactions are lawful and compliant with all applicable regulations.

8. Regular Audits and Updates

Our compliance policies and practices are subject to regular audits and updates. We continually review and enhance our procedures to stay aligned with changes in laws and regulations.

9. Contact Information

For any questions or concerns regarding our compliance practices, please contact our Compliance Team at info@voicebootcamp.com or +1-877-903-6548

PCI Compliance Policy

VoiceBootcamp is committed to ensuring the security and protection of our customers' payment information. We adhere to the Payment Card Industry Data Security Standards (PCI DSS) to maintain a secure environment for processing, storing, and transmitting credit card information.

Overview

PCI DSS is a set of security standards designed to ensure that all companies that accept, process, store, or transmit credit card information maintain a secure environment. These standards are mandated by the major credit card brands and are intended to protect cardholder data from breaches and fraud.

Key Principles of PCI Compliance

1. Build and Maintain a Secure Network
   • Firewall Configuration: We maintain and configure firewalls to protect cardholder data.
   • Secure Passwords: Default system passwords are replaced with strong, unique passwords.
2. Protect Cardholder Data
   • Data Encryption: Cardholder data is encrypted during transmission over public networks using HTTPS and other security best practices.
   • Data Storage: Stored cardholder data is protected and retained only as long as necessary.
3. Maintain a Vulnerability Management Program
   • Anti-Virus Software: Anti-virus software is used and regularly updated to protect systems.
   • Security Updates: We implement and maintain secure systems and applications through regular updates and patches.
4. Implement Strong Access Control Measures
   • Need-to-Know Basis: Access to cardholder data is restricted to those who need to know.
   • Unique IDs: Unique identification is assigned to each person with computer access.
   • Physical Access: Physical access to cardholder data is restricted and monitored.
5. Monitor and Test Networks
   • Monitoring: Network resources and cardholder data are regularly monitored and tested for security vulnerabilities.
   • Log Management: Access to network resources and cardholder data is tracked and monitored through secure logging mechanisms.
6. Maintain an Information Security Policy
   • Security Policies: An information security policy is maintained and communicated to all employees.
   • Training: Employees receive regular training on information security and PCI compliance.

HTTPS and Security Best Practices

Our website, including the payment form, uses HTTPS to encrypt data transmission and ensure secure communications. We adhere to security best practices to prevent vulnerabilities such as card testing and other fraudulent activities.

Safe Handling of Payment Information

When you do business with VoiceBootcamp, you can trust that your payment information is handled safely. We use Stripe for payment processing, which is fully compliant with PCI standards. You can learn more about what PCI compliance means for Stripe by reading about integration security.

Compliance Certification

VoiceBootcamp undergoes regular assessments to ensure compliance with PCI DSS. This includes annual self-assessment questionnaires (SAQs) and regular vulnerability scans by an Approved Scanning Vendor (ASV).

Contact Information

For any questions or concerns regarding our PCI compliance policy, please contact our Compliance Team at info@voicebootcamp.com or+1-877-903-6548

Policy Review

This policy is reviewed annually and updated as necessary to ensure ongoing compliance with PCI DSS and to address new security threats and vulnerabilities.

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