Cisco Collaboration

Course Description

The Implementing and Operating Cisco Collaboration Core Technologies (CLCOR) training provides you with the knowledge and skills to deploy, configure and troubleshoot core collaboration and networking technologies. Topics include infrastructure design protocols, codecs, and endpoints, Cisco Internetwork Operating System (IOS®) XE gateway and media resources, call control, and Quality of Service (QoS). This training also earns you 64 Continuing Education (CE) credits towards recertification.

This training helps prepare you to take the exam:
350-801 Implementing Cisco Collaboration Core Technologies (CLCOR)

How You'll Benefit

This course will help you:
Integrate and troubleshoot Cisco Unified Communications Manager with Lightweight Directory Access Protocol (LDAP) for user synchronization and user authentication
Implement Cisco Unified Communications Manager provisioning features
Configure and troubleshoot collaboration endpoints
Earn 64 credits toward recertification

Who Should Enroll

Students preparing to take the CCNP Collaboration certification
Network administrators
Network engineers
Systems engineers

Course Objectives

Describe the Cisco Collaboration solutions architecture
Compare the IP Phone signaling protocols of Session Initiation Protocol (SIP), H323, Media Gateway Control Protocol (MGCP), and Skinny Client Control Protocol (SCCP)
Integrate and troubleshoot Cisco Unified Communications Manager with LDAP for user synchronization and user authentication
Implement Cisco Unified Communications Manager provisioning features
Describe the different codecs and how they are used to transform analog voice into digital streams
Describe a dial plan and explain call routing in Cisco Unified Communications Manager
Describe cloud calling using the on-premises local gateway option through Webex by Cisco
Configure calling privileges in Cisco Unified Communications Manager
Implement toll fraud prevention
Implement globalized call routing within a Cisco Unified Communications Manager cluster
Implement and troubleshoot media resources in Cisco Unified Communications Manager
Implement and troubleshoot Webex Calling dial plan features in a hybrid environment
Deploy the Webex app in a Cisco Unified Communications Manager environment and migrate from Cisco Jabber to Webex app
Configure and troubleshoot Cisco Unity Connection integration
Configure and troubleshoot Cisco Unity Connection call handlers
Describe how Mobile Remote Access (MRA) is used to allow endpoints to work from outside the company
Analyze traffic patterns and quality issues in converged IP networks supporting voice, video, and data traffic
Define QoS and its models
Implement classification and marking
Configure classification and marking options on Cisco Catalyst switches

Course Prerequisites

Before taking this offering, you should have:
Working knowledge of fundamental terms of computer networking, including LANs, WANs, switching, and routing
Basics of digital interfaces, Public Switched Telephone Networks (PSTNs), and Voice over IP (VoIP)
Fundamental knowledge of converged voice and data networks and Cisco Unified Communications Manager deployment

Course Outline

Module 1: Cisco Collaboration Solutions Architecture
Module 2: Call Signaling over IP Networks
Module 3: Cisco Unified Communications Manager LDAP
Module 4: Cisco Unified Communications Manager Provisioning Features
Module 5: Exploring Codecs
Module 6: Dial Plans and Endpoint Addressing
Module 7: Cloud Calling Hybrid Local Gateway
Module 8: Calling Privileges in Cisco Unified Communications Manager
Module 9: Toll Fraud Prevention
Module 10: Globalized Call Routing
Module 11: Media Resources in Cisco Unified Communications Manager
Module 12: Webex Calling Dial Plan Features
Module 13: Webex App
Module 14: Cisco Unity Connection Integration
Module 15: Cisco Unity Connection Call Handlers
Module 16: Collaboration Edge Architecture
Module 17: Quality Issues in Converged Networks
Module 18: QoS and QoS Models
Module 19: Classification and Marking
Module 20: Classification and Marking on Cisco Catalyst Switches

Lab Outline

Discovery 1: Use Certificates
Discovery 2: Configure IP Network Protocols
Discovery 3: Configure and Troubleshoot Collaboration Endpoints
Discovery 4: Troubleshoot Calling Issues
Discovery 5: Configure and Troubleshoot LDAP Integration in Cisco Unified Communications Manager
Discovery 6: Deploy an IP Phone Through Auto and Manual Registration
Discovery 7: Configure Self-Provisioning
Discovery 8: Configure Batch Provisioning
Discovery 9: Configure Regions and Locations
Discovery 10: Implement Endpoint Addressing and Call Routing
Discovery 11: Configure Calling Privileges
Discovery 12: Implement Toll Fraud Prevention on Cisco Unified Communications Manager
Discovery 13: Implement Globalized Call Routing
Discovery 14: Configure the Integration Between Unity Connection and Cisco Unified CM
Discovery 15: Manage Unity Connection Users
Discovery 16: Configure QoS

Course Description 

The Implementing Cisco Collaboration Applications (CLICA) training teaches you the knowledge and skills to configure and troubleshoot Single Sign-On (SSO), Cisco Unity Connection and Cisco Unity Express, and Application clients. Topics covered include streamlining communication procedures, strengthening compliance measures, and enhancing communication systems and devices. This course also earns you 40 Continuing Education (CE) credits towards recertification.

How You'll Benefit

This course will help you:
Learn to implement and troubleshoot voice mail and Interactive Voice Response (IVR) solutions using Cisco Unity Connections and Cisco Unity Express
Prepare for the 300-810 CLICA exam

Who Should Enroll

Collaboration engineers
Collaboration administrators

What to Expect in the Exam

The 300-810 CLICA exam certifies your knowledge and skills related to collaboration applications, including SSO, Cisco Unified IM and Presence, Cisco Unity Connection, Cisco Unity Express, and application clients.

After you pass 300-810 CLICA, you earn the Cisco Certified Specialist - Collaboration Applications Implementation certification, and you satisfy the concentration exam requirement for the CCNP® Collaboration certification.

Course Objectives

Configure Cisco Unity Connection integration
Configure and troubleshoot Cisco Unity Connection and Cisco Unity Connection call handlers
Configure and troubleshoot Cisco Unity Express
Describe SSO for Cisco Unified Communications applications
Describe how Cisco Jabber and Cisco Unified Communications Manager IM and Presence are integrated with other Cisco or third-party applications
Customize the Cisco Unified Communications Manager IM and Presence and Cisco Jabber functionality
Configure and troubleshoot Chat rooms and message archiving
Troubleshoot Cisco Jabber and Cisco Unified Communications Manager IM and Presence
Integrate Cisco Unified Attendant Console Advanced with Cisco Unified Communications Manager and Cisco Unified Communications Manager IM & Presence server
Configure call recording and monitoring

Course Prerequisites

Before taking this offering, you should have:
Basic understanding of networking technologies
Basic understanding of voice and video
Cisco Unified Communications Manager experience including single-site dial plan, single PSTN gateway, and SIP trunks.

Course Outline

Module 1: Cisco Unity Connection Integration
Module 2: Cisco Unity Connection Call Handlers
Module 3: Cisco Unity Connection Troubleshooting
Module 4: SSO for Cisco Unified Communications Applications
Module 5: Cisco IM and Presence and Cloud Messaging
Module 6: Cisco IM and Presence and Jabber Customization
Module 7: Cisco IM and Presence Compliance Message Archiving
Module 8: Webex App Troubleshooting
Module 9: Cisco Unified Attendant Console
Module 10: Call Recording and Monitoring

Lab Outline

Discovery 1: Integrate and Set Up Cisco Unity Connection
Discovery 2: Configure Cisco Unity Connection Call Handlers
Discovery 3: Implement Toll Fraud Prevention
Discovery 4: Troubleshoot Cisco Unity Connection Call Handlers
Discovery 5: Troubleshoot Cisco Unity Connection
Discovery 6: Configure Cisco Unified Communications Manager IM and Presence High Availability
Discovery 7: Implement Cisco Jabber
Discovery 8: Configure Centralized Cisco Unified Communications Manager IM and Presence
Discovery 9: Configure Cisco Unified Communications Manager IM and Presence Service Functionality
Discovery 10: Enable Message Archiving and Chat Rooms
Discovery 11: Troubleshoot the Cisco Unified Communications IM and Presence Database Connection
Discovery 12: Integrate Cisco Unified Attendant Console Advanced
Discovery 13: Implement Call Recording and Monitoring Using a SPAN-Based Solution
Discovery 14: Implement Cisco Unified Communications Manager Call Recording and Monitoring

Course Description 

The Implementing Cisco Collaboration Cloud and Edge Solutions (CLCEI) training provides you with an understanding of Cisco Expressway Series solutions, such as B2B calls, Cisco Mobile and Remote Access for remote workers, authentication options, and additional Cisco Expressway Series features. Topics covered also include details about the Webex solutions, and the benefits of hybrid integrations between Cisco on-premises solutions and Webex Meetings in the cloud. This training also earns you 40 Continuing Education (CE) credits towards recertification.

This training helps prepare you to take the exam:
300-820 Implementing Cisco Collaboration Cloud and Edge Solutions (CLCEI)

How You'll Benefit

This course will help you:
Acquire the knowledge and skills to use the tools and systems designed to facilitate team-based collaboration whether in-office or remote.
Gain hands-on experience in using Cisco Expressway software for secure, remote access for phones, endpoints, smartphones, tablets, video, and other communication devices to support nontraditional workspaces.
Prepare for the 300-820 CLCEI exam

Who Should Enroll

Collaboration engineers
Collaboration administrators

What to Expect in the Exam

The 300-820 CLCEI exam certifies your knowledge and skills related to collaboration cloud and edge solutions, expressway configurations, and Cisco WebEx Teams™ hybrid and emerging technologies.
After you pass 300-820 CLCEI, you earn the Cisco Certified Specialist - Collaboration Cloud and Edge Implementation certification, and you satisfy the concentration exam requirement for this professional-level certification:
CCNA Collaboration

Course Objectives

Describe the Cisco Expressway Core features and functionality within the collaboration architecture
Describe the Cisco Expressway Core additional features
Configure and troubleshoot Cisco Unified Communications Manager and Cisco Expressway Series integration
Configure and troubleshoot Cisco Collaboration solutions for Business-to-Business calls
Describe how to secure B2B communication with Cisco Expressway Series
Describe the Mobile and Remote Access (MRA) feature
Describe the Cisco Expressway MRA security and integration options, including integration with Cisco Unity Connection and Cisco Unified Communications Manager IM and Presence Service
Describe deployment models for Cisco Webex cloud-based collaboration, management of users and sites within Webex Control Hub, and other administrative tasks
Describe Cisco Webex Hybrid Services

Course Prerequisites

Before taking this training, you should have the following knowledge and skills:
Understanding of networking technologies
Understanding voice and video
Knowledge of Cisco collaboration core technologies
Session Initiation Protocol (SIP) and Extensible Messaging and Presence Protocol (XMPP) signaling protocol fundamentals
Collaboration call control fundamentals of Cisco Unified Communications Manager
The following Cisco trainings can help you gain the knowledge you need to prepare for this training:
Understanding Cisco Collaboration Foundations (CLFNDU)
Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)

Course Outline

Configuring and Troubleshooting the Cisco Expressway Series
Configuring Cisco Expressway Additional Features
Configuring and Troubleshooting Cisco Unified Communications Manager and Cisco Expressway Series
Configuring and Troubleshooting Cisco Collaboration Solutions for Business-to-Business
Securing Business-to-Business Communication
Configuring and Troubleshooting Mobile and Remote Access
Integrating and Securing Mobile and Remote Access
Configuring Cisco Webex Hybrid Services

Lab Outline

Discovery 1: Deploy Virtualized Cisco Expressway
Discovery 2: Perform the Initial Cisco Expressway Series Configuration
Discovery 3: Register Endpoints on Cisco Expressway Series
Discovery 4: Call Search History and Registrations
Discovery 5: Troubleshooting Tools
Discovery 6: Configure Cisco Expressway Series Bandwidth Management and Registration Restrictions
Discovery 7: Troubleshoot Cisco Expressway Series Endpoint Registration and Local Dial Plan
Discovery 8: Configure Cisco Expressway Series Security Features
Discovery 9: Configure Cisco Unified Communications Manager to Connect with Cisco Expressway-C
Discovery 10: Troubleshoot Cisco Unified Communications Manager and Cisco Expressway Series Integration
Discovery 11: Configure Cisco Unified Communications Manager and Cisco Expressway Series Integration
Discovery 12: Implement a Business-to-Business Cisco Collaboration Solution
Discovery 13: Troubleshoot Business-to-Business Calls on the Cisco Expressway Series
Discovery 14: Secure a B2B Cisco Collaboration Communication
Discovery 15: Configure MRA on the Cisco Expressway Series
Discovery 16: Troubleshoot MRA on the Cisco Expressway Series
Discovery 17: Configure MRA with Additional Application Integrations
Discovery 18: Prepare for Cisco Webex Integration

Course Description

The Implementing Cisco Advanced Call Control and Mobility Services (CLACCM) training provides you with knowledge about advanced call control and mobility services, focusing on Cisco Unified Communications Manager features such as Globalized Call Routing, Global Dial Plan Replication, Cisco Unified Mobility, Cisco Extension Mobility, SIP URI call routing, Call Admission Control, Cisco Unified Communications Manager Express and SRST gateway technologies, Cisco Unified Border Element Call deployments, signaling and media protocols, and features such as call coverage and time of day routing.

This training prepares you for the 300-815 CLACCM exam. If passed, you earn the Cisco Collaboration Specialist – Collaboration Call Control and Mobility Implementation certification and you satisfy the concentration exam requirement for the Cisco Certified Network Professional (CCNP) Collaboration certification. This training also earns you 40 Continuing Education (CE) credits toward recertification.

How You'll Benefit

This training will help you:
Gain the skills to deploy advanced call control and mobility services in Cisco Unified Communications Manager, CME and SRST, Cisco Unified Communications Manager Express and advanced SRST gateway technologies, and Cisco Unified Border Element.
Earn 40 CE credits toward recertification.

Who Should Enroll

Collaboration Engineers
Collaboration Administrators

What to Expect in the Exam

300-815 CLACCM: Implementing Cisco Advanced Call Control and Mobility Services is a 90-minute exam associated with the Cisco Collaboration Specialist – Collaboration Call Control and Mobility Implementation certification and satisfies the concentration exam requirement for the CCNP Collaboration certification.
The multiple-choice format tests your knowledge of advanced call control and mobility services, including:
Signaling and media protocols
CME/SRST gateway technologies
Cisco Unified Border Element
Call control and dial planning
Cisco Unified CM Call Control
Mobility

Course Objectives

Analyze and troubleshoot SIP and media protocol
Understand call recording options and implement time-of-day routing, call park, call pickup, and Meet-Me conferences in Cisco Unified Communications Manager
Describe call recording options in Cisco Unified Communications Manager
Describe how to implement call coverage in Cisco Unified Communications Manager
Describe how to configure and troubleshoot Cisco Unified Communications Manager Extension Mobility
Describe how to configure and troubleshoot Cisco Unified Communications Manager Unified Mobility
Describe how to implement Cisco Unified Communications Manager Express for SIP phones
Describe how to implement globalized call routing within and between Cisco Unified Communications Manager clusters
Describe how to implement advanced and enhanced SRST in Cisco Unified Communications Manager and Cisco IOS gateways
Describe how to implement CAC and AAR in Cisco Unified Communications Manager
Describe how to implement URI calling in Cisco Unified Communications Manager for calls within a cluster and between clusters
Describe how to troubleshoot multisite Cisco Unified Communications Manager deployments
Describe how to implement ILS between Cisco Unified Communications Manager clusters and enable GDPR
Configure and troubleshoot Cisco Unified Border Element

Course Prerequisites

The knowledge and skills you are expected to have before attending this course can be found in the following Cisco Learning Offerings:
Understanding Cisco Collaboration Foundations (CLFNDU v1.0)
Implementing and Operating Cisco Collaboration Core Technologies (CLCOR v1.2)

Course Outline

Signaling and Media Protocols
Cisco Unified Communications Manager Supplemental Services
Call Coverage in Cisco Unified Communications Manager
Cisco Unified Communications Manager Extension Mobility
Cisco Unified Communications Manager Unified Mobility
Cisco Unified Communications Manager Express
Globalized Call Routing
Advanced Remote Site Survivability
Call Admission Control in Cisco Unified Communications Manager
URI Calling in Cisco Unified Communications Manager
Multisite Cisco Unified Communications Manager Deployments
Global Dial Plan Replication
Cisco Unified Border Element

Lab Outline

Analyze SIP, H.323, and Media Protocols
Troubleshoot SIP and Media Protocols
Implement Cisco Unified Communications Manager Supplemental Services
Implement Call Hunting and Call Queueing in Cisco Unified Communications Manager
Configure Cisco Unified Communications Manager Extension Mobility
Troubleshoot Cisco Unified Communications Manager Extension Mobility
Configure Cisco Unified Mobility
Troubleshoot Cisco Unified Mobility
Implement Endpoints in Cisco Unified Communications Manager Express
Implement Endpoint Addressing and Call Routing in Cisco Unified Communications Manager Express
Implement Calling Privileges in Cisco Unified Communications Manager Express
Implement Globalized Call Routing
Implement TEHO, PSTN Backup, and CoS in a Globalized Call-Routing Deployment
Implement Advanced Survivable Remote Site Telephony
Implement CAC
Implement a URI-Based Dial Plan for Multisite Deployments
Troubleshoot Globalized Call Routing
Troubleshoot Call Admission Control
Implement Global Dial Plan Replication
Implement Cisco Unified Border Element
Troubleshoot Cisco Unified Border Element

Course Description

The Understanding Cisco Collaboration Foundations (CLFNDU) training gives you the skills and knowledge needed to administer and support a simple, single-site Cisco® Unified Communications Manager (UCM) solution with Session Initiation Protocol (SIP) gateway. The training covers initial parameters, management of devices including phones and video endpoints, management of users, and management of media resources, as well as Cisco Unified Communications solutions maintenance and troubleshooting tools. In addition, you will learn the basics of SIP dial plans including connectivity to Public Switched Telephone Network (PSTN) services, and how to use class-of-service capabilities.

This training does not lead directly to a certification exam, but it does cover foundational knowledge that can help you prepare for several Cisco Certified Network Professional (CCNP) and other professional-level collaboration trainings and exams. This training also earns you 21 Continuing Education (CE) credits toward recertification

How You'll Benefit

This training will help you:
Administer a single-site Cisco Unified Communications Manager, handling daily tasks such as add, moves, changes and deletions of phones, video endpoints, and users
Configure Jabber devices and implement common endpoint features including call park, shared lines, pickup groups, and phone button templates
Introduce you to the SIP protocol, how calls are connected, and how media codes are determined
Introduce you to the capabilities and basic configuration of an SIP gateway for PSTN access
Introduce you to the dial plan elements used to route calls, and the class-of-service capabilities to control who can route calls where
Administer Cisco Unity Connection handling daily tasks such as add, moves, and changes and deletions of voicemail boxes and users
Administer maintenance tasks and use the troubleshooting tools available on Cisco Unified Communications Manager and Cisco Real-time Monitoring Tool
Earn 21 CE credits toward recertification

Who Should Enroll

Students preparing to take the CCNP Collaboration certification
Network Administrators
Network Engineers
Systems Engineers

Course Objectives

Describe benefits of using Cisco collaboration solution, collaboration deployment models, and components of collaboration solution in on-premises, cloud, and hybrid deployments
Explore different codecs used in voice and video calls and explain how SIP signaling is used to set up and teardown calls
Identify Cisco Unified Communications Manager User Types and use Active Directory to manage Users in Cisco Unified Communications Manager
Identify the appropriate Cisco Unified IP Phone software solution for registration, recognize different Cisco Unified IP Phone models and their supported software, and identify various models of Webex video endpoints
Provide an understanding of Cisco Unified Communications Manager, including its deployment models, cluster architecture, network requirements, collaboration services, administration tools, and redundancy strategies to design, implement, and maintain robust collaboration networks
Examine the lifecycle of Cisco collaboration endpoints
Understand the dial plans and call routing in Cisco Unified Communications Manager including the key components, digit manipulation techniques, translation patterns, and practical skills to create and configure a basic dial plan
Configure a class of service elements in the Cisco Unified Communications Manager
Provide an overview of the reporting and maintenance tools available for managing and monitoring Cisco Unified Communications systems
Analyze media resources within Cisco Unified Communications systems, including conferencing solutions, transcoders, media termination points, and music on hold, to optimize their configuration and usage
Describe the differences between a rendezvous, Meet-Me and ad hoc conference, describe how to create a SIP Trunk for Cisco Meeting Server in Cisco Unified Communications Manager, and how to set up media resources to support ad hoc and Meet-Me conferences
Analyze the deployment, integration, and use cases of Cisco Instant Messaging and Presence Service alongside Cisco Unified Communications Manager to optimize communication through scalable, redundant, and secure solutions
Evaluate the features, deployment options, and integration of Cisco Jabber with Cisco Unified Communications Manager to optimize communication workflows, enhance team collaboration, and provide a smooth transition to modern communication solutions
Analyze Cisco Unity Connection components, architecture, and call handlers, focusing on the system’s deployment, configuration, and user management to optimize communication workflows and enhance user experience
Describe the Cisco Edge Services Components
Analyze the architecture and configuration of Cisco Expressway Zones, as well as the role of Search Rules, security certificates, and encryption strategies to enable efficient and secure voice, video, and collaboration services between internal and external networks
Analyze the architecture and configuration of Cisco Unified Border Element, including its key features for signaling and media interworking, security demarcation, toll-fraud prevention, and call admission control to enable secure, cost-effective voice and video connectivity across disparate VoIP networks
Describe how to access the Control Hub and navigate the menus to setup a Webex collaboration solution
Introduce User administration in Control Hub
Explore the registration process to Control Hub
Examine Webex Calling options using the Control Hub
Explore admin-configurable features and user configurable features in Webex calling
Describe Reporting and Maintenance
Provide a technical understanding of Cisco Webex cloud and hybrid media resources, including voicemail management, Edge Audio, and Video Mesh
Describe Cisco Webex Hybrid Cloud Connected Unified Communications
Describe Webex Hybrid Services

Course Prerequisites

There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:
Internet web browser usability knowledge and general computer usage
Knowledge of Cisco Internetwork Operating System (Cisco IOS®) command line

Course Outline

Collaboration Technology and Benefits
Codecs and Call Signaling
User Management in Cisco Unified Communications Manager
Endpoints and Phones
Initial Parameters Administration for Cisco Unified Communications Manager
Registration Process to Cisco Unified Communications Manager
Basic Dial Plan
Class of Service
Reporting and Maintenance
Media Resources
Cisco Meeting Server Integration with Cisco Unified Communications Manager
Cisco Instant Messaging and Presence Service
Soft Client Registration to Cisco Unified Communication Manager
Cisco Unity Connection
Edge Services
Cisco Expressway Series
Cisco Unified Border Element
Control Hub
User Management in Control Hub
Registration Process to Control Hub
Webex Calling Options
Webex Calling Features
Cloud Management and Troubleshooting
Cloud and Hybrid Media Resources
Cisco Webex Hybrid Cloud Connected Unified Communications
Cisco Webex Hybrid Services

Lab Outline

Create a Local User Account and Configure LDAP
Configure Cisco Unified Communication Manager Initial Parameters
Configure Cisco Unified Communications Manager Core System Settings
Deploy an IP Phone Through Manual Registration
Create a Basic Dial Plan
Explore Partitions and CSSs
Use Reporting and Maintenance Tools
Register Cisco Meeting Server to Cisco Unified Communications Manager
Register Cisco Jabber Client to Cisco Unified Communications Manager
Configure the Integration Between Cisco Unity Connection and Cisco Unified Communications Manager
Manage Cisco Unity Connection Users
Explore the Configuration of Traversal Zones in Cisco Expressway
Explore the Cisco Unified Border Element Interoperability between VoIP Networks
Explore the Configuration of Webex Control Hub
Add Users to Webex Control Hub
Configure Webex Calling Using Cisco Calling Plans
Configure Webex Calling Features in Control Hub

ourse Description 

The Implementing Cisco Collaboration Conferencing (CLCNF) v1. course focuses on Cisco® on-premises conferencing architecture and solutions. You will gain knowledge and skills to design and implement common conferencing deployment scenarios of Cisco Meeting Server, its integration with call control features such as Cisco Unified Communications Manager and Cisco Expressway, and other Cisco collaboration conferencing devices.

This course offers lessons and hands-on labs to prepare you for the 300-825 Implementing Cisco Collaboration Conferencing (CLCNF) exam.

How You'll Benefit

This class will help you:
Learn how to configure and troubleshoot on-premises conferencing solutions with Cisco Meeting Server.
Integrate on-premises conferencing solutions with other collaboration components to meet the needs of modern-day workplaces.

Who Should Enroll

Deployment engineer
Network engineer
Sales engineer

What to Expect in the Exam

This course will help you:
Learn how to configure and troubleshoot on-premises conferencing solutions with Cisco Meeting Server.
Integrate on-premises conferencing solutions with other collaboration components to meet the needs of modern-day workplaces.

Course Objectives

After taking this course, you should be able to:
Describe the Cisco conferencing architecture including cloud, hybrid, and on-premises conferencing
Describe the physical deployment options and deployment models for Cisco Meeting Server, including Cisco Meeting Server 1000, 2000, and virtual machine
Configure a Cisco Meeting Server single combined deployment for Web-Real Time Communications (WebRTC) endpoints within the enterprise
Use APIs and the Cisco Meeting Server API Guide to configure profiles using Postman and the Webadmin API tool
Configure a scalable and resilient deployment of Cisco Meeting Server with three servers for WebRTC endpoints within the enterprise
Configure a scalable and resilient deployment of Cisco Meeting Server to support standard Session Initiation Protocol (SIP) and WebRTC connectivity outside the enterprise
Configure a scalable and resilient deployment of Cisco Meeting Server to support recording and streaming of conferences
Configure Cisco Unified Communications Manager and Cisco Meeting Server to support Rendezvous, Scheduled, and Ad-hoc conferencing for Cisco Unified CM registered endpoints
Configure Cisco Meeting Server to integrate with a preconfigured on-premise Microsoft Skype for Business installation
Install Cisco TelePresence Management Suite (Cisco TMS) and Cisco TelePresence Management Suite for Microsoft Exchange (Cisco TMSXE) on a single Microsoft Windows 2012 server and connect to an existing SQL environment
Install and integrate Cisco Meeting Management with Cisco TMS and Cisco Meeting Server
Set up and manage a scheduled conference with Cisco TMS and Cisco Meeting Management
Capture and analyze logs from Cisco Meeting Server and Cisco Meeting Manager to diagnose faults, including a SIP connection error

Course Prerequisites

To fully benefit from this course, you should have the following knowledge:
PC skills
Addition and management of devices and users in Cisco Unified CM
SIP signaling fundamentals
Video endpoint operation and configuration
Management of media resources in Cisco Unified CM
Familiarity with Cisco Expressway ideal but not required
Familiarity with APIs ideal but not required
Recommended Cisco offerings that may help you meet these prerequisites:
Cisco Collaboration Fundamentals (CLFNDU)
Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
Implementing Cisco Collaboration Cloud and Edge Solutions (CLCEI)

Course Outline

Describing Cisco Conferencing Architecture
Configuring a Single Combined Deployment
Installing Cisco Meeting Server
Using APIs with Cisco Meeting Server
Configuring a Cisco Meeting Server Scalable and Resilient Deployment
Configuring Business to Business (B2B) and WebRTC Firewall Traversal Connectivity for Cisco Meeting Server
Configuring Recording and Streaming with Cisco Meeting Server
Troubleshooting Cisco Meeting Server
Integrating Cisco Meeting Server with Cisco Unified CM
Integrating Cisco Meeting Server with Microsoft Skype for Business
Installing and Operating Cisco TMS and Cisco TMSXE
Installing and Integrating Cisco Meeting Management

Lab Outline

Cisco Meeting Server Initial Configuration
Cisco Meeting Server Single Combined Deployment
Install a Cisco Meeting Server Virtual Machine
Using Postman with Cisco Meeting Server
Using Cisco Meeting Server Webadmin API Tool
Cluster Cisco Meeting Server Databases
Cluster Cisco Meeting Server Call Bridges
Configure Cisco Meeting Server Distributed Spaces and Active Directory
Configure Cisco Meeting Server Scalable and Resilient Web Bridges
Configure External WebRTC Connectivity for Cisco Meeting Server
Configure External B2B Connectivity for Cisco Meeting Server
Configure Cisco Meeting Server Recording
Capturing Log Files in Cisco Meeting Server
Troubleshoot Cisco Meeting Server
Configure Cisco Meeting Server Integration with Cisco Unified CM Using a SIP Trunk
Configure Cisco Meeting Server Integration with Cisco Unified CM as a Conference Resource
Install, Upgrade, and Maintain Cisco TMS and TMSXE
Configure Cisco TMS for Scheduled Conferences
Manage Endpoints in Cisco TMS Part 1
Manage Endpoints in Cisco TMS Part 2
Cisco Meeting Management Initial Installation
Integrate Cisco Meeting Management
Manage Conferences in Cisco TMS and Cisco Meeting Management
Specific Lab Issues

Course Description 

The Reporting Cisco Contact Center Enterprise (CCER) v1.0 course provides an architectural overview of the Contact Center Enterprise (CCE) Solution components and deployment models. You will learn the end-to-end reporting solutions of CCE designed to assist customers and partners in the task of creating reports and managing disparate data sources. The course explains the nuances of analyzing and troubleshooting in various deployment scenarios: Designed Tier 2/Day 2 Support. The Cisco^® Contact Center Enterprise (CCE) solution helps businesses deliver a connected digital experience, enabling you to provide contextual, continuous, and capability-rich journeys for your customers, across time and channels. The course teaches you the business application of the CCE solution providing the framework of interrelationship between both core and optional components required to configure the CCE solution.

How You'll Benefit

This course will help you:
Consolidate disparate data into manageable, comprehensive reports
Understand the business application of the CCE solution and how it provides a framework of correlation between core and optional components

Who Should Enroll

Administrators
Business liaisons
Deployment engineers
Managers overseeing CCE deployments

Course Objectives

After taking this course, you should be able to:
Explain the Cisco Unified Intelligence Center including the benefits and features of the system and describe the high-level architecture of Cisco Unified Intelligence Center in the UCCE environment
Understand the Cisco Unified Intelligence Center administration console to perform Cisco Unified Intelligence Center administrative, maintenance and provisioning functions
Discuss the functional attributes of the Cisco Unified Intelligence Center
Customize Cisco Unified Intelligence Center Reports and Views

Course Prerequisites

To fully benefit from this course, you should have the following knowledge:
Basic knowledge of computer networking components: Windows Active Directory (AD) SQL Server and components (servers, routers, switch) is helpful but not required
Understanding of Cisco Packaged Contact Center Enterprise components and call flows
Experience administering Cisco Packaged Contact Center Enterprise
Recommended Cisco offerings that may help you meet these prerequisites:
Understanding Cisco Contact Center Enterprise Foundations (CCEF)
Administering Cisco Contact Center Enterprise (CCEA)
Cisco Certified Network Associate (CCNA^®)
Understanding Cisco Foundation Collaborations (CLFNDU)

Course Outline

Cisco Unified Intelligence Center Foundations
Cisco Unified Intelligence Center - Basics
Cisco Unified Intelligence Center - Deployment Models
Cisco Unified Intelligence Center Administration and Operations Console
Operations Console (OAMP) Console Introduction
Admin User Management
Cisco Unified Intelligence Center Attributes
Stock Reporting
Dashboard Features
Cisco Unified Intelligence Center Custom Reports and Views
Creating Views
Building Report Definitions

Lab outline
Exploring Cisco Unified Intelligence Center (CUIC) OAMP
Working with Stock Reports
Working with Dashboards
Value Lists and Collections
Exploring Supervisor Defaults
Using Groups
Editing Report Views Pt 1 of 2
Editing Report Views Pt 2 of 2
Report Definitions and Drilldowns
Create Custom Route Call Detail (RCD) Report Definition (Database Query) and Report
Value Lists and Drilldowns

Lab Outline

Exploring Cisco Unified Intelligence Center (CUIC) OAMP
Working with Stock Reports
Working with Dashboards
Value Lists and Collections
Exploring Supervisor Defaults
Using Groups
Editing Report Views Pt 1 of 2
Editing Report Views Pt 2 of 2
Report Definitions and Drilldowns
Create Custom Route Call Detail (RCD) Report Definition (Database Query) and Report
Value Lists and Drilldowns

Course Description

The Understanding Cisco Contact Center Enterprise Foundations (CCEF) v1.0 course gives you an overview of the Cisco^® Packaged Contact Center Enterprise (PCCE) and Unified Contact Center Enterprise solutions. You will gain an understanding of contact center basics and describe the available Cisco contact center solutions and intended target customers. You will also focus on the Cisco Contact Center Enterprise (CCE) family of products and explore key features and functionality of the solution including architecture, major system components, and tools used for administration and reporting. This course is the foundation for additional courses required to deploy, configure, support, and troubleshoot Cisco CCE solutions.

How You'll Benefit

This class will help you:
Learn how to manage timely, disparate data using CCER as a reporting solution
Apply the CCE as a business solution to deploy, troubleshoot, and tailor application usage to support business processes.
Understand the foundational components of Contact Center Enterprise solutions

Who Should Enroll

Account and project managers
Business liaisons
Deployment engineers
Managers overseeing CCE deployments
Technical sales

Course Objectives

After taking this course, you should be able to:
Provide a high-level overview of the Cisco Contact Center portfolio
List the key components within the Packaged Contact Center Enterprise (PCCE) architecture and their functions
Describe how calls flow through PCCE using appropriate terms and naming conventions
Introduce the tools used in the configuration, scripting, reporting and support of a PCCE deployment
Identify advanced features available within the PCCE solution

Course Prerequisites

To fully benefit from this course, you should have the following knowledge:
Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required
Working knowledge of Unified Communications Manager and Voice Gateways
Basic understanding of IP networks

Recommended Cisco offerings that may help you meet these prerequisites:
CCNA
Understanding Cisco Foundation Collaborations (CLFNDU)

Course Outline

Introduction to CCE
Cisco Contact Center Basics
Cisco Contact Center Fundamentals
Functionality of PCCE Components
Public Switched Telephone Network (PSTN) and Voice Gateways
Cisco Unified Border Element (CUBE)
Terms and Naming Conventions Used in CCE
CCE Access Environment
CCE Routing Configuration
Access Tools Available in CCE
Single Pane of Glass (SPOG)
Cisco Intelligent Contact Management (ICM) Configuration Manager
Discovering CCE Features Beyond Default
Agent Management
Agent Efficiency
Lab outline
This class does not have any labs.

Course Description 

The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course teaches you the contextual information around call flow between components in the Cisco^® Unified Contact Center Enterprise (UCCE) solution including intelligent contact routing, call treatment, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management over an IP infrastructure. You receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.

How You'll Benefit

This class will help you:
Leverage the Cisco Unified Contact Center Enterprise (UCCE) for a smooth integration of inbound and outbound voice applications to support multiple communication channels.
Manage a multichannel contact functionality with IP telephony as a unified solution to rapidly deploy within a distributed contact center infrastructure.

Who Should Enroll

Account and project managers
Contact Center Enterprise (CCE) administrators
Deployment engineers
Technical sales

Course Objectives

After taking this course, you should be able to:
Navigate CCE configuration and scripting tools
Configure a dialed number, call type, and media routing domain
Build a basic Cisco Intelligent Contact Management (ICM) script
Configure agents and skill groups
Configure basic Interactive Voice Response (IVR) functionality
Implement attributes and precision queues
Configure Ring-No-Answer (RONA) using CCE configuration tools
Configure and populate an agent team and primary supervisor
Improve agent efficiency through finesse enhancements
Build and test a basic Voice XML (VXML) application
Implement roles, departments, and business hours
Run Cisco Unified Intelligence Center (CUIC) reports using the Reporting tool

Course Prerequisites

To fully benefit from this course, you should have the following knowledge:
Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required
Working knowledge of Unified Communications Manager and voice gateways
Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation

Recommended Cisco offerings that may help you meet these prerequisites:
Understanding Cisco Contact Center Enterprise Foundations (CCEF)
Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
Understanding Cisco Collaboration Foundations (CLFNDU)

Course Outline

Cisco Unified Contact Center Review
Contact Center Basics
Components and Architecture

Deploying Basic Call Settings
Associate Basic Call Settings
Explore Media Routing Domains

Building a Basic Cisco Unified Contact Center Enterprise Script
Introduce Script Editor
Use Script Editor Nodes

Configuring Basic Agent Functionality
Introduce Agent Functionality
Configure Agent Desk Settings

Configuring Basic Call Treatment and Queuing
Explore Media Server and Files
Introduce Microapps

Implementing Precision Routing
Introduce Precision Routing Basics
Examine the Migration Path

Configuring RONA Support
Introduce RONA Functionality
Identify RONA Timeout Considerations

Configuring Agent Teams and Supervisors
Configuring Teams and Supervisors
Explore Agent Roles

Administering the Cisco Finesse Desktop
Administering Cisco Finesse Desktop
Introduce Cisco Finesse Administration

Implementing Voice XML Applications
Introduce VXML
Build a Basic Call Studio Project

Configuring Roles, Departments, and Business Hours
Examine Post-Call Survey Functionality
Configure Post-Call Survey

Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)
Configure Unified CC Enterprise Administrators
Configure Departments

Lab Exercises
Navigate CCE Discovery Architecture and Components
Explore ICM Configuration Tools
Administering ICM Dialed Numbers and Call Types
Prepare a Basic Label Script
Using ICM Tools for ICM Scripts
Configure ICM for Basic Agent and Skill Group Functionality
Configure UCM for Agent Functionality
Test Basic Skill Group Functionality in an ICM Script
Examine Media Files and Variables in ICM Scripts
Build Basic ICM Scripts with MicroApps
Configure and Implement Precision Routing
Configure RONA
Configure Agent Teams and Supervisors
Cisco Finesse Administration
Configure VXML Server and Install Call Studio
Create and Deploy a Call Studio Project
Integrate VXML Applications with a Unified CC Enterprise Script
Configuring Roles, Departments, and Business Hours
Run Unified IC Stock Reports

Lab Outline

Navigate CCE Discovery Architecture and Components
Explore ICM Configuration Tools
Administering ICM Dialed Numbers and Call Types
Prepare a Basic Label Script
Using ICM Tools for ICM Scripts
Configure ICM for Basic Agent and Skill Group Functionality
Configure UCM for Agent Functionality
Test Basic Skill Group Functionality in an ICM Script
Examine Media Files and Variables in ICM Scripts
Build Basic ICM Scripts with MicroApps
Configure and Implement Precision Routing
Configure RONA
Configure Agent Teams and Supervisors
Cisco Finesse Administration
Configure VXML Server and Install Call Studio
Create and Deploy a Call Studio Project
Integrate VXML Applications with a Unified CC Enterprise Script
Configuring Roles, Departments, and Business Hours
Run Unified IC Stock Reports

Course Description

The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course teaches you how to execute advanced administration tasks associated with the Cisco^® Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.
This class will help you:
Learn how to optimize management of CCE solutions for proactive management of contact centers tasks
Manage the effects of using CCE solutions for scalability and interaction between the solution components for centralized application management

After taking this course, you should be able to:
Describe the components, protocols, and call flow of Cisco Packaged Contact Center Enterprise (PCCE) by referencing the discovery platform to prepare for further scripting and configuration activities.
Run the CCE Bulk Import utility using the CCE Web Administration tool to develop a base line CCE configuration.
Configure an advanced VoiceXML (VXML) application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools; present call data collected from the caller to the Agent desktop.
Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to the Contact Center using CUCM and CCE configuration tools. This functionality enables CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports). This functionality can also enable non-Contact Center calls and calls handled by Agents, whether existing or new.
Access and deploy custom gadgets to the Finesse desktop using the CCE Web Administration tool to further enhance functionality of the Finesse Agent Desktop.
Successfully deploy Mobile Agent in a CCE Environment.
Successfully deploy Post Call Survey in a CCE Environment.

How You'll Benefit

This class will help you:
Learn how to optimize management of CCE solutions for proactive management of contact centers tasks
Manage the effects of using CCE solutions for scalability and interaction between the solution components for centralized application management

Who Should Enroll

Deployment engineer
Sales engineer

Course Objectives

After taking this course, you should be able to:
Describe the components, protocols, and call flow of Cisco Packaged Contact Center Enterprise (PCCE) by referencing the discovery platform to prepare for further scripting and configuration activities.
Run the CCE Bulk Import utility using the CCE Web Administration tool to develop a base line CCE configuration.
Configure an advanced VoiceXML (VXML) application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools; present call data collected from the caller to the Agent desktop.
Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to the Contact Center using CUCM and CCE configuration tools. This functionality enables CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports). This functionality can also enable non-Contact Center calls and calls handled by Agents, whether existing or new.
Access and deploy custom gadgets to the Finesse desktop using the CCE Web Administration tool to further enhance functionality of the Finesse Agent Desktop.
Successfully deploy Mobile Agent in a CCE Environment.
Successfully deploy Post Call Survey in a CCE Environment.

Course Prerequisites

To fully benefit from this course, you should have the following knowledge:
Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required.
Working knowledge of Unified Communications Manager and voice gateways
Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation

Recommended Cisco offerings that may help you meet these prerequisites:
Administering Cisco Contact Center Enterprise (CCEA)
Understanding Cisco Contact Center Enterprise Foundations (CCEF)
Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
Understanding Cisco Collaboration Foundations (CLFNDU)

Course Outline

PCCE Review
Review PCCE Architecture and Components
Review PCCE Protocols

Introducing Bulk Import Tools
Use the PCCE Bulk Import Tool
Use Bulk Import Templates

Configuring Advanced Scripting and CCE Data Exchange
Design for Advanced Scripting
CCE Data Exchange

Cisco Unified Communications Manager Initiated Call Flows
Understand Transfer Types and Cisco Unified Custom Voice Portal (CVP) Call Flow Models
Describe Subsequent Transfers

Using Gadgets to Customize the Finesse Desktop
Obtain Finesse Custom Gadgets
Deploy Finesse Custom Gadgets

Implementing Mobile Agent
Examine Mobile Agent Functionality
Identify Mobile Agent Architecture and Components

Implementing Post Call Survey
Examine Post Call Survey Functionality
Configure Post Call Survey

Lab Practice
Review Discovery
Navigate CCE Discovery Architecture and Components
Import Bulk Data
Create a VXML Application Using Call Studio
Configure Precision Queues
Create a CCE Routing Script
Customize the Finesse Desktop
Test Your Call Flow
Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
Deploy Cisco Finesse Gadgets
Implement Mobile Agent

Lab Outline

Review Discovery
Navigate CCE Discovery Architecture and Components
Import Bulk Data
Create a VXML Application Using Call Studio
Configure Precision Queues
Create a CCE Routing Script
Customize the Finesse Desktop
Test Your Call Flow
Configure Cisco Unified Communications Manager (CUCM) as Routing Client and Agent Transfers
Deploy Cisco Finesse Gadgets
Implement Mobile Agent

Course Description 

The Implementing Cisco Contact Center Enterprise (CCEI) v1.0 course teaches you how to build and implement a Cisco^® Packaged Contact Center Enterprise (PCCE) solution, including advanced integration of external data, Single Sign-On (SSO), and process detail for the Contact Center Enterprise (CCE) solution with examples of the various deployment models. This integration process enables businesses and organizations to deliver a connected digital experience of continuous and capability-rich journeys for your customers, across time and channels. This course teaches you to install the CCE solution and provide Tier 2–3 solution support. The focus is on Day 1 support for a new CCE deployment.

How You'll Benefit

This class will help you:
Learn how to optimize management of CCE solutions for smooth, connected, and efficient digital experiences across multiple channels
Manage the effects of using CCE solutions for scalability, flexibility, and growth to support larger contact center enterprises

Who Should Enroll

Deployment engineer
Sales engineer

Course Objectives

After taking this course, you should be able to:
Examine components, protocols, and variables that influence selection of the design and sizing of a PCCE deployment
Identify concepts necessary to create CCE system design specifications and deployment plans
Configure an advanced VXML application implementing DB lookup functionality and digit collection; use Call Studio and CCE Scripting tools to present call data collected from the caller to the gent desktop
Discover how to install CCE software
Administer CA signed security certificates to support the successful addition of a PCCE site
Identify the tasks associated with adding Remote Site functionality to the PCCE environment
Discuss integration of the CUIC, LiveData, and Finesse reporting environments
Configure the PCCE Dial Plan end-to-end, incorporating the use of Cisco Unified Border Element (CUBE), Cisco Unified SIP Proxy (CUSP), Cisco Virtualized Voice Browsers (VVBs), Voice XML (VXML) Gateways (GW), and Significant Digits
Examine concepts necessary to create CCE system design specifications and deployment plans
Create a series of routing scripts using PCCE
Configure Single sign-on for Unified CCE

Course Prerequisites

To fully benefit from this course, you should have the following knowledge:
Advanced knowledge of computer networking components: Windows A/D, SQL Server, and components
Understanding of IP networks
Strong understanding of Cisco Packaged Contact Center Enterprise functionality
Advanced experience administering of Cisco Packaged Contact Center Enterprise
Working knowledge of Unified Communications Manager and Voice Gateways

Recommended Cisco offerings that may help you meet these prerequisites:
Administering Cisco Contact Center Enterprise (CCEA)
Administering Advanced Cisco Contact Center Enterprise (CCEAA)
Understanding Cisco Contact Center Enterprise Foundations (CCEF)
Understanding Cisco Collaboration Foundations (CLFNDU)
Implementing and Administering Cisco Solutions (CCNA^®)

Course Outline

Planning a Cisco Packaged Contact Center Enterprise Deployment
Packaged CCE Component Overview
Call Flows Review

Staging a Packaged CCE Deployment
PCCE Deployment Planning and System Design Specification
Software Compatibility and OS Requirements

Preparing CCE Software for Installation
General Considerations and System Requirements
Active Directory Considerations

Administering Security Certificates
Security Certificate Overview
Install and Configure Certificate Authority

Introducing the Packaged CCE Integration Wizard
PCCE Inventory and Service Accounts
Run the PCCE Wizard Adding a Site to Packaged CCE

Adding a Site to Packaged CCE
PCCE Remote Site Overview
Remote Site Security Certificate Considerations

Integrating Cisco Unified Intelligence Center, LiveData, and Finesse
Compare Real Time vs. Live Data
Complete Cisco Unified Intelligence Center Integration

Personalizing the Packaged CCE Dial Plan
CCE Dial Plan Components
Ingress Gateway and Cisco Unified Border Element Dial Plans Configuring to Validate Deployment

Configuring to Validate Deployment
Confirm Configuration Readiness
Cisco Unified Communications Manager Administration

Scripting for Packaged Contact Center Enterprise
Configure Script Editor
Use Microapps

Configuring Single Sign-On
SSO Overview
Configure SSO Prerequisites

Lab Practice
Navigate CCE Discovery Architecture and Components
Explore ICM Configuration Tools
Observe Installed CCE Software
Navigate Certificate Store
Add a Remote Site to PCCE
Personalize Finesse Server
Configure Site Dial Plan
Verify Configuration Details for Final Testing
Build a Series of Test Scripts
Enable Single Sign-On

Lab Outline

Navigate CCE Discovery Architecture and Components
Explore ICM Configuration Tools
Observe Installed CCE Software
Navigate Certificate Store
Add a Remote Site to PCCE
Personalize Finesse Server
Configure Site Dial Plan
Verify Configuration Details for Final Testing
Build a Series of Test Scripts
Enable Single Sign-On

Course Description

The Troubleshooting Cisco Contact Center Enterprise (CCET) v1.0 course is focused on Day 2 support of a Packaged Contact Center Enterprise (PCCE) deployment by Tier 3 support personnel. Cisco^® PCCE provides an enterprise-class contact center in a prepackaged deployment model that offers simplified deployment, operation, and maintenance. You will learn to identify the processes and tools used to diagnose common deployment issues so that support personnel can select optimal methods to resolve those issues.

How You'll Benefit

This class will help you:
Learn the troubleshooting techniques to maximize the benefits the prepackaged deployment model PCCE
Anticipate and rectify possible deployment issues by learning the tools and processes that provide solutions for deployment issues

Who Should Enroll

Account manager
Deployment engineer
Deployment project manager
Sales engineer

Course Objectives

After taking this course, you should be able to:
Describe CCE flows and processes required to support and troubleshoot the PCCE deployment
Introduce the many diagnostic tools available to the engineer responsible for troubleshooting a PCCE environment
Apply troubleshooting tools and techniques to address issues with CCE Certificates, Cisco Finesse, and PCCE Deployment

Course Prerequisites

To fully benefit from this course, you should have the following knowledge:
Strong knowledge of computer networking components: Windows A/D, SQL Server, and components (servers, routers, switches)
Strong understanding of IP networks
Advanced experience administering of Cisco Packaged Contact Center Enterprise
Experience deploying Cisco Packaged Contact Center Enterprise
Experience administering and troubleshooting Cisco Unified Communications Manager and Voice Gateways

Recommended Cisco offerings that may help you meet these prerequisites:
Understanding Cisco Contact Center Enterprise Foundations (CCEF)
Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)
Understanding Cisco Collaboration Foundations (CLFNDU)
Implementing and Administering Cisco Solutions (CCNA^®)
Administering Cisco Contact Center Enterprise (CCEA)
Administering Advanced Cisco Contact Center Enterprise (CCEAA)
Implementing Cisco Contact Center Enterprise (CCEI)

Course Outline

CCE Flows and Process Review
Troubleshooting and Support Methodology
PCCE Components
PCCE Call Flow Review
CCE Diagnostic Tools
Diagnostic Framework Suite
Run Analysis Manager
Run Unified System Command-Line Interface (CLI)
Troubleshooting CCE
Troubleshooting Certificates
Troubleshooting Cisco Finesse
Troubleshooting a PCCE Deployment

Lab Exercises
Configure Access to Discovery Environment
Explore CCE Components
Explore Diagnostic Framework Suite
Analyze Peripheral Gateway (PG) Logs
Navigate Certificate Store
View Cisco Finesse Logs

Lab Outline

Configure Access to Discovery Environment
Explore CCE Components
Explore Diagnostic Framework Suite
Analyze Peripheral Gateway (PG) Logs
Navigate Certificate Store
View Cisco Finesse Logs

Lesson 1. What is CVP? CVP Solution Overview

CVP Overview
CVP Components
CVP Comprehensive Model Call Flow (with ICM)

Lesson 2. Making VXML projects with Cisco Unified Call Studio

Call Studio Overview
VXML Project Properties
Importing / Exporting VXML Projects
Call Studio Basics
Deploying Call Studio Projects on CVP VXML Server

Lesson 3. Troubleshooting, Administration and Logs

General troubleshooting tips
Using logs for Studio applications troubleshooting
Using the Studio Debugger to test applications within Studio
Using Studio Documenter to print Visio-like diagrams of the application

Lesson 4. Using Call Studio Native Elements

Element Properties Overview
VoiceXML Properties
Understanding Variables
Audio Element
Digit / Digit with Confirm, Number / Number with Confirm Elements
Form Element
Menu Elements
Flag Element
Decision Element
Action Element
Counter Element
CVP Subdialog Return Element
Sending data from/to ICM

Lesson 5. Using Customized Call Studio Elements

*.java to *.jar Conversion via Call Studio
Installing *.jar Files at Call Studio and CVP VXML Server

Lesson 6. Integration with MS SQL Database

JNDI Configuration
Database Lookup Element
Processing Multiple MS SQL Queries
Using of Built-in Functions at the ICM
Working with multiple pages at Call Studio. Connectors
Hotlinks & Hotevents

Lesson 7. Post Call Survey at UCCE

Enabling Post Call Survey at ICM
Configuring CVP Dialed Patterns
ICM and CVP Call Studio Sample Scripts for Post Call Survey
Record Element
Email Element
Math Element

Lesson 8. Subflows, Subdialogs, Multi-language Call Studio Application and Transfer to Another VXML Application

Using Subflows in Call Studio projects
Subdialog Invoke
Creating a Multilanguage Call Studio Application
Transfer control from one application to another via Application Transfer

Lesson 9. Courtesy Callback

Courtesy Callback basics
Courtesy Callback call flow
Courtesy Callback configuration
Sample Courtesy Callback enabled ICM script

Lesson 10. Super Lab

Creating a Customer Support Call Studio project.

Course Description 

The Essentials of Webex Calling (CLWXCALL) training is designed to guide you through a complete Webex Calling setup, from the initial installation of Webex Control Hub and adding users to configuring Webex Calling features through an existing on-premises Cisco Unified Communications Manager (CUCM) and Cisco Unified Border Element (CUBE) public switch telephone network (PSTN) setup. This training also earns you 18 Continuing Education (CE) credits toward recertification.

How You'll Benefit

This training will help you:
Gain an understanding of the Webex solutions, including Webex Meetings, Webex Messaging, and Webex Calling
Learn how to configure and manage the features of the Webex Control Hub
Earn 18 CE credits towards recertification

Who Should Enroll

Collaboration Engineers
Collaboration Administrators

Course Objectives

Introduce the components that make up the Webex solution, including Webex Meetings, Webex Messaging, and Webex Calling
Introduce the components that make up Webex Calling Control Hub, including analytics, troubleshooting, and reporting
Introduce the Management feature of Webex Control Hub, including how to set it up for a business
Introduce the Services section of the Webex Control Hub, including the Webex Services, Cloud-Connected Unified Communications Services, and Hybrid Services
Identify the methods available to add users to the Webex Control Hub
Explain Cisco IP Phone software registration with Webex Control Hub, eligible devices, and provisioning methods
Explain how an administrator can configure calling features from the Webex Control Hub that will affect the organization
Understand how users or administrators can configure calling features either from the Webex Control Hub or from their personal user portal
Introduce the three different methods available to bring PSTN calling capabilities into the Webex calling solution
Identify the different types of Cisco routers, as well as third-party routers, that can support the local gateway in a premises-based PSTN deployment
Describe different deployment scenarios using the local gateway in a premises-based PSTN Webex Calling solution
Understand how the high-availability solution within Cisco routers can be used in a Webex Calling deployment to offer failover for the local gateway and the Cisco Unified Border Element
Configure the Webex Control Hub to support Webex Calling in a premises-based PSTN deployment
Configure Cisco Unified Border Element and local gateway settings on a Cisco router to support Webex Calling using a premises-based PSTN deployment
Describe different methods that can be used to troubleshoot setup issues and media issues when configuring Webex Calling using the premises-based PSTN deployment

Course Prerequisites

There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:
A basic understanding of unified communications
A basic understanding of cloud-based unified communications solutions
These skills can be found in the following Cisco Learning Offerings:
Understanding Cisco Collaboration Foundations (CLFNDU)
Implementing and Operating Cisco Collaboration Core Technologies (CLCOR)

Course Outline

Webex Overview
Webex Control Hub Overview and Monitoring
Webex Control Hub Management
Webex Control Hub Services
Methods to Add Users to Webex Control Hub
Methods to Add Devices to Webex Control Hub
Admin-Configurable Webex Calling Features
User-Configurable Webex Calling Features
Webex Calling Public Switched Telephone Network Options
Routers Supporting Local Gateway
Deployment Scenarios for Local Gateways
Local Gateway and Cisco Unified Border Element with High Availability
Control Hub Settings for Webex Calling
Router Settings for Webex Calling
Webex Calling Troubleshooting

Lab Outline

Set Up Webex Control Hub
Add Users to Webex Control Hub
Configure Admin-Configurable Webex Calling Features
Configure User-Configurable Webex Calling Features
Configure High Availability on Cisco Routers
Configure Webex Control Hub for Webex Calling
Configure Local Gateway for Webex Calling
Troubleshooting Issues with Webex Calling