Unified Communications
Home Cisco Unified Communications

Administering Cisco Unified Communications (ACUCC-CT)

This one of kind Cisco UC in-depth course takes student from initial endpoint configuration to a full solution deployment using all of the Cisco UC Components. Students will have extensive labs in which they will Administer and troubleshoot a Cisco 12.5 UC Deployment. Participants will gain in-depth practical knowledge with exercises on administering and troubleshooting of all Cisco UC Components.

Administering Cisco Unified Communications Manager and Unity Connection (ACUCM w/AUC)

Administering Cisco Unified Communications Manager (ACUCM) provides system administrators and networking professionals with an understanding of the Cisco Unified Communications Manager System. This course teaches the concepts of IP telephony based in system administration, including its function, features, and configuration. This is an entry-level course that begins with the basic concepts of IP telephony and very quickly moves the learner forward into an understanding of system concepts: clustering, creation of phones and users, route plans, digit manipulation, media resources, and phone features, which are all important to supporting IP telephony in the enterprise network. The course is geared to individuals that will be using and managing the system and performing administration for Level 1 and Level 2 support. Level 1 support is geared toward supporting phone users and making moves, adds, and changes to the desktop phone environment. Level 2 support is oriented to supporting changes in the organization, such as opening new office locations or relocating departments. The course does not cover issues of initial deployment, new cluster deployment or international deployments. Also, the course does not cover issues with the underlying network that involve routers, switches, or Cisco IOS software configuration. Administering Cisco Unity Connection (AUC) describes Cisco Unity Connection administration features, options, and configuration settings as they apply to the administrator. The course presents Cisco Unity Connection with the focused goal of providing the administrators with the necessary skills to perform their day-to-day job functions using the Cisco Unity Connection system.

Administering Cisco Unified Intelligence Center (ACUIC)

Administering Cisco Unified Intelligence Center (ACUIC) is a 3-day administration course focusing on the CUIC reporting solution for Unified Contact Center Enterprise (UCCE), Packaged Contact Center Enterprise (PCCE) and Customer Voice Portal (CVP) environments.  This course takes the place of DUIC and covers all of the certification requirements of DUIC while adding additional content. CUIC is a comprehensive, end-to-end UCCE/PCCE reporting solution, designed to make the task of creating reports and managing disparate data sources, easier on the customer.  Although CUIC is also used in the UCCX environment, this course focuses on UCCE and PCCE environments only. The first 2-days of the course focuses on the daily administrative functions of a CUIC user/administrator, running and customizing reports as needed, and ensuring security and organization of the reporting environment is functional and organized.  The last day of the class will cover further maintenance/support of the CUIC environment such as A/D integration, Data Source definitions, GW/CVP/ICM configuration requirements. Most of your time in ACUIC will be spent working in the lab environment which includes a live functional UCCE/CVP environment deployed with CUIC as the reporting solution.  During this class, you will wear multiple hats including: CUIC user, administrator, supervisor, agent and report customization specialist. The third day of class explores skills needed for architects and engineers. ACUIC is intended to be a 3-day class. If your role is a reporting user and/or basic CUIC administrator you have the option to attend the first two days of class only.  If you are responsible for advanced maintenance and management of the CUIC architecture, you’ll want to stick around for all three days.

Administering Packaged Contact Center Enterprise (APCCE)

Administering Packaged Contact Center Enterprise (APCCE) is a course that provides students with an introduction and understanding of Cisco Unified Contact Center Enterprise basics and components.  APCCE is an administration course focusing on the day-to-day tasks needed to manage a Cisco deployed Packaged Contact Center Enterprise environment. While the class will focus on the ICM web administration tool, students will also be introduced to the supporting Call Manager and CVP configurations and administration requirements. The class begins with an introduction to contact center operations and KPIs and then covers the administration and configuration of the most frequently addressed contact center parameters including; Agents, Agent Teams, Skill Groups, Precision Queues, Front End VRU Scripts, Call Flows and Scripting, and Reporting and Security.  Student understanding of each of the topics covered will be reinforced through the use of practical hands on labs and workshops. Finally, students will be given the opportunity to implement a practical business case utilizing their newfound PCCE knowledge. The business case will be presented as a set of requirements which students will be required to analyze, configure and script from the ground up. Once completed, students will be encouraged to present their completed solution for an ’acceptance test’ After successfully completing this class, students will be able to perform the tasks associated with the adds, moves and changes and reporting within the contact center, and in addition take a complex business case from concept through call flow to a working deployment. As an administration class, we will assume that the deployment is complete and the underlying telephony platform(s) have been successfully delivered.Administering Packaged Contact Center Enterprise (APCCE)

Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE 1)

Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1) is a 5 day instructor-led course intended for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment. AUCCE Part 1 course gives the learner an understanding of the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.  This course also serves as a good stepping-stone for the corresponding Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) course, and should be considered as a prerequisite before taking Part 2.  This course is also a good companion course to the DUCCE course, which covers more detail on the installation/maintenance of the UCCE solution. The overall goal of this course is to build an effective administrator of the solution by exposing the technical requirements of the solution and utilizing the solution tools for effective operation.  The learner will be exposed to CCE (ICM) and VXML scripting in this course to ensure basic competence with the solution.  For advanced scripting topics, refer to the AUCCE Part 2 or the CVPD course.

Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE 2)

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is an Advanced 5 day instructor-led course for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution.  The AUCCE Part 1 course or equivalent prior experience is a prerequisite for attending this course.  This course is also a good companion course to the DUCCE course which covers more detail on the installation/maintenance of the solution.  The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.  Do Not take this course if you are new to CCE, you will not have a good time.  If you are already working with CCE, or if you’ve taken the Part 1 course, you’ll love this course!

Administering Webex Contact Center (AWXCC)

The Administering Webex Contact Center (AWXCC) course is a 3-day, hands-on, instructor-led training intended for administrators, team leads, workflow analysts, systems engineers, and Cisco partners requiring Day 2 support of the Webex Contact Center environment. This lab-intensive course enables learners to administer Webex Contact Center in a cloud-native environment. The lab environment emulates a typical deployment and provides each learner with the individualized resources available within Webex Contact Center. Since the training and deployment environments are similar, the positive impacts of the knowledge gained in the course will be immediate.
Course topics include setting up accounts, navigating the Contact Center Management Dashboard, configuring basic Contact Routing Flows to establish the customer experience, and performing day-to-day operational tasks. The course also includes advanced features that focus on creating custom call queues, defining contact attributes, utilizing digital communication channels, and creating a typical Call Center operating environment for Agents and Supervisors including Monitoring, Recording, and Reporting capabilities. Functional testing and problem isolation are included as a part of the lab environment itself.

Advanced Administration for Unified Communications Manager and Features (AAUCMF)

Advanced Administration for Unified Communications Manager and Features (AAUCMF) is a 5-day instructor led course that is intended for experienced unified communications administrators who need in-depth knowledge of Cisco Unified Communications Manager advanced features, services, and troubleshooting. The class utilizes Cisco Unified Communications Manager 12.5, and will employ the North American Numbering Plan (NANP). Both SCCP and SIP phones are implemented, as well as both H.323 and SIP gateways. After a short review of Unified Communication architecture and basic administration, the course begins with a discussion of new and changed features from previous versions of CUCM. It then moves into implementation of a multi-site dial plan architecture including signaling, call routing for multiple sites with overlapping directory numbers, digit manipulation, automated alternate routing, PSTN backup- and TEHO implementation. Next, call admission control, hardware media resource implementation, and inter-cluster communications are addressed. Students will spend time implementing extension mobility, unified mobility (including single-number reach) and device mobility. The CUCM portion of the class concludes with a module on tools, tips and tricks for the Bulk Administration Tool and a lesson on reading CUCM trace files for troubleshooting. This course was developed to provide additional training for those who already have a basic understanding of CUCM and Unity Connection administration and are looking further training. This is not a certification or implementation course.

Advanced Contact Center Express Scripting Labs (ACCXSL)

Advanced Contact Center Express Scripting Labs  (ACCXSL) is a 5-day instructor-led, lab-intensive course intended for experienced Unified Contact Center Express (CCX) administrators who need in-depth knowledge advanced scripting techniques using complex script steps to resolve sophisticated contact center requirements.  This course addresses the steps in the Script Editor pallet as well as scripting techniques involving databases, HTTP, XML, VXML, Java Objects, and Finesse Administration. This course is intended to be a follow-on course to UCCX.  ACCXSL introduces updated best practices, sophisticated steps, and modern concepts for deploying advanced contact center applications and techniques. The class utilizes Cisco Unified Contact Center Express and highlights new application features and services.  Sunset Learning has deployed Unified CCX labs on the latest UCS platforms using VMWare ESXi and vSphere technology. After a short review of Unified CCX architecture, basic administration and the Script Editor, the course begins with a discussion of new and changed features in UCCX.  Next we provision our first application to build familiarity with call control groups, dialog groups, applications, triggers, prompt management, and the script editor. The class will then address the creation of a basic contact center to refresh knowledge of call flow, agents, teams, Cisco Finesse Agent and Supervisor Desktop, Email and Chat Contact Service Queues,  and other new capabilities offered by UCCX. Every contact center needs a series of tools to help build scripts and applications.  The class will build tools to record prompts and to record and deploy emergency/status prompts.  Next students will build some common subflows to manage holidays using multiple techniques.  Default scripts will be built for caller troubles and system errors.  Students will experience using text-to-speech as a valuable development tool to substitute for prompts while creating scripts. Next the class will explore manipulating and speaking data, working with date and time variables and manipulating and speaking dates, time and data.  Students will create open/closed scripts used for manually opening and closing your contact center using XML documents and the new abbreviated X-path techniques.  Students will learn to manipulate languages using the language tools in the script editor. For the rest of the week the class will conduct a master project and will build a major contact center application, deploying database routing, skills-based routing, expected wait time subflows, and caller's position in queue subflows. The labs will consider what happens when agents are logged in and ready.  If agents are not ready the class will investigate how to use various overflow routing techniques.  Students will spend lab time using the Cisco Finesse Administrator to develop Workflows and Workflow Actions.   The Finesse Administrator’s Call Variable Layout Administration, newly capable, will be used to create applications that push data to the agent desktop and cause the agent desktop to react to that data.  There are optional desktop labs for those who wish extend their learning experience.

Cisco TelePresence Endpoint Installation, Configuring and Troubleshooting v2.1 (TEICT-CT)

This is a three day instructor-led course that focuses on the skills and knowledge for Entry Level Administrator and Technicians. Students Install, Configure, and Troubleshoot Cisco TelePresence Endpoints; including the Cisco SX80, SX20, SX10, C60, C90, MX700, MX800 EX90, DX650, DX70, DX80, WebEx Room 55, WebEx Room 70, Room Kit, Room Kit+ and various other TelePresence Series Endpoints. Students will also setup Cisco Jabber Telepresence Endpoints. Students will use the Endpoints, VCS/Expressway, CUCM, and TMS to Monitor and Troubleshoot Endpoints.

CVPD Java Development (CVPD-JAVA)

CVPD-Java is a hands-on programming course teaching participants to extend the functionality of CVP Call Studio  using the CVP Java API. Participants will learn to write, compile, deploy and maintain custom elements, say it smarts, and other components for Call Studio and VXML Server in the CVP environment. Participants must be familiar with Call Studio and know a small amount of Java or similar programming language.

CVPD Scripting Part 1 (CVPDS-1)

CVP Development and Scripting – Part 1 is part of the Cisco CCE/CVP suite of Contact Center suite.  CVPDS-1 teaches each student to use the features of Call Studio to build self-service IVR applications for CVP VXML Server, and to pass data between CCE/ICM and CVP. Students have ample practice writing applications, using OAMP for put applications into production on the classroom VXML Server, and troubleshooting through log files analysis. This class is for application developers, programmers, sales and pre-sales, technical support, and project managers to learn to script in CVP Call Studio and VXML Server.

CVPD Scripting Part 2 (CVPDS-2)

CVPD Scripting-Part2 provides in-depth coverage and hands-on practice of the more advanced programming topics of Call Studio such as web services and parsing their results, javascript, modularizing large applications, writing a speech recognition applications, and advanced event handling.

Deploying Cisco Unified Contact Center Express (UCCXD)

This course, Deploying Cisco Unified Contact Center Express (UCCXD) provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting.

Deploying Unified Contact Center Enterprise with CVP (DUCCE)

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course intended for system engineers and customers who will be involved with day-to-day maintenance and installation of the Cisco Unified Contact Center Enterprise (CCE) product deployed in a CVP comprehensive environment. This course gives the learner an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and troubleshooting tools for inbound and outbound Contact Center functionality. This will be accomplished by installing and configuring the Unified CCE software and introducing Unified CCE troubleshooting tools. DUCCE is intended for those installing the solution, or who may be responsible for Level 3 support of the solution. This course also serves as a good stepping-stone for AUCCE Part 1 and AUCCE Part 2, but is not a prerequisite. Students will learn enough about CCE scripting in this course to ensure system functionality only, not become scripting experts.

HCS Intermediate – Customer On-Boarding (HCSI-COB)

HCS Intermediate - Customer On-Boarding (HCSI-COB) is a 4-day instructor-led course offered by Cisco® Learning Services. This course focuses on on-boarding Cisco Hosted Collaboration Solution (HCS) customers in Cisco Unified Communications Domain Manager (UCDM) 10.1.2 environment.

Implementing Cisco Contact Center Chat & Email (CCECE)

In this 4-day hands-on course students will discover how to deploy Cisco Enterprise Chat and Email into an existing Packaged Contact Center environment. The course covers the details needed to prepare both CCE and ECE environments for the integration and configuration steps required to do the actual integration. Students will gain experience with the operations and administration tasks required for initial ECE deployment as well as ongoing system administration such as enabling SSO, importing objects, preparing queues and workflows, using the scripting tool, generating reports, enabling system logs for troubleshooting. Students will also see how to implement features that enhance ECE operations for Agents. This course also describes feature enhancements that will be available in ECE 12.0. This course is designed for partners and customers responsible for deploying and administering ECE in the PCCE environment.

Implementing Cisco Unified Communications Security (UCSEC)

Implementing Cisco Unified Communications Security (UCSEC) v1.0 is a new 5-day ILT class designed to provide students with the necessary knowledge and skills to implement security features in a Cisco Unified Communications environment. Cisco Unified Communications support several features and mechanisms to secure voice signaling and communications and to mitigate attacks against Cisco Unified Communications networks. The Implementing Cisco Unified Communications Security (UCSEC) v1.0 course introduces security mechanisms and describes different implementation scenarios that increase the security level of Cisco Unified Communications networks. After completing this course, students will be able to: - Identify vulnerabilities in Cisco Unified Communications networks, describe security implementation strategies, cryptographic services, PKI, and VPN technologies - Implement network infrastructure security features such as network separation and firewalling, 802.1X in phone VLANs, and the IP Phone VPN Client - Harden Cisco Unified Communications endpoints and implement toll-fraud prevention features and Cisco Unified Communications Manager cryptographic security features - Implement secure Cisco Unified Communications Manager integration with external devices, such as gateways, firewalls, and application proxies The software applications covered in this course include: - Cisco Unified Communications Manager version 8.5 - Cisco IOS Software Release v15.1(3)T at routers, Cisco IOS Software Release 2.2.55(SE1) at switches - Cisco ASA adaptive security appliance Release 8.3 - Cisco Secure Cisco Secure Access Control Server (ACS) version 5.2.

Implementing Cisco Unified E-Mail and Web Interaction Manager Enterprise (UEIME)

A complete technical installation, configuration and integration course for Cisco Unified EIM and WIM and Unified CCE. The course is for sales engineers, installers, consultants, application support staff and IT personnel who will be able to perform all aspects of the installation and maintenance of the Cisco Unified EIM and WIM applications.

INSTALLING AND CONFIGURING CISCO CUBE/GATEWAYS (ICCC-CT)

In this 3-day Cisco Course, students will learn how to deploy Voice Gateways/CUBE and setup Cisco Unified Communication Manager (CUCM) to deploy SIP Trunking. The course starts out with an overview of Cisco gateways and their uses. Next, students learn about MGCP and SIP and how to implement each protocol. Students will then learn how to use Cisco CUBE to connect CUCM, Gateways and Service Providers together. This course details how to connect a Cisco environment to a Service Provider using a Cisco CUBE.

SIP Trunk Operations (SIPTO)

SIP Trunk Operations (SIPTO) is a 5-day instructor led course that is intended for Cisco collaboration administrators who need to understand the features and functionality of the SIP protocol, as implemented in Cisco’s Collaboration deployments.