Cisco UCCE/PCCE with CVP Self Study Kits

• 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 – Logger
• Chapter 09 - Unified CCE Central Controller – 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 – 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 – Routing Call Based on CLID and Dialed Number
• Lab 05 - Requalify Call Type - Routing calls to another script
• Lab 06 – Use GotoScript to route calls to different scripts
• Lab 07 – Creating Time of Day Routing
• Lab 08 – Distribute call load using Percentage Allocation
• Lab 09 – Routing Calls using Skills Group using LAA Method
• Lab 10 – 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