Code: DUIC Unified Comm CISCO Difficulty: Advanced

TRN_DUIC

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Goals

Upon completing this course, the learner should be able to meet these overall objectives:

  • Provide a comprehensive overview of Unified Intelligence Center.
  • Demonstrate how to install, administer, and provide security for the Unified Intelligence Center solution.
  • Describe reporting concepts and capabilities and features of Unified Intelligence Center reports.
  • Provide a detailed description of how custom reports from normal data sources (Unified CCE and Unified CVP) and new data sources can be created to meet specific customer requirements.

Requirements

The following skills and knowledge are recommended:

  • A working knowledge of Unified Contact Center Enterprise is desired.
  • A working knowledge of contact center operations is desirable.

Contents

  • Module 1: Cisco Unified Intelligence Center Overview Provide a comprehensive overview of the Cisco Unified Intelligence Center.
    • Lesson 1: Cisco Unified Intelligence Center Overview
      • Describe the major features of CUIC
      • Describe the different types of presentation formats
      • Explain how CUIC reports can be personalized to fit individual needs and roles
      • Lesson 2: Managing Cisco Unified Intelligence Center Components
      • Describe how to use the CUIC Controller to perform administrative, maintenance, and provisioning functions
      • Describe drawers from the Administration console
      • Lesson 3: Cisco Unified Intelligence Center Deployment Considerations
      • Explain the system (software) compatibility options
      • Explain the various CUIC deployment models
      • Explain how member nodes work with the controller node in a cluster deployment of CUIC
      • Describe how data is replicated across multiple reporting nodes
      • Lesson 4: Cisco Unified Intelligence Center Security and License Types
      • Define the various features of CUIC and list the features available by product licensing
      • Explain the various Report Template modifications in the two versions of the application
      • Describe how to secure CUIC from within the Security Center by segregating data and reports by users and user groups
  • Module 2: Cisco Unified Intelligence Center Installation, Administration, and Security Demonstrate how to install, administer and provide security for the CUIC solution.
    • Lesson 1: Installing Cisco Unified Intelligence Center
      • Describe the basic pre-installation tasks, including obtaining the license file
      • Describe the basic installation configuration information as well as how to perform both media and hardware checks
      • Describe the process of installing the controller
      • Demonstrate how to log into the system, upload a license file and define a member node
      • Demonstrate how to install and configure a member node
    • Lesson 2: Cisco Unified Intelligence Center Administration
      • Describe the function of Super Users, how to set up user security, and how to identify the drawer that contains this functionality
      • Identify the drawer that allows you to list all configured devices, maintain the cluster and view the details of device configurations
      • Describe how to administer other nodes by using the Control Center drawer
      • Describe the integration with Cisco Unified CCE and the tasks involved in setting up the CUIC configuration
    • Lesson 3: Managing Users and Security in Cisco Unified Intelligence Center
      • Describe the features available in CUIC to ensure a secure system at the user level
      • Describe how to examine, modify, add or delete CUIC users
      • Describe how to examine, modify, add or delete user groups and explain their benefits
      • Explain how to modify user roles and permissions to reflect a customer’s specific security requirements
  • Module 3: Running Cisco Unified Intelligence Center Reports Describe reporting concepts as well as capabilities and features of CUIC reports.
    • Lesson 1: Running Cisco Unified Intelligence Center Reports
      • Describe the concept of real-time vs. historical reports
      • Describe the various Stock Reporting templates
      • Demonstrate how to run Stock Reports
    • Lesson 2: Modifying Cisco Unified Intelligence Center Stock Reports
      • Describe how to save a copy of a Cisco Unified CCE Stock Report that will be modified
      • Modify the new report and observe the resulting changes
      • Save the new report for repeated use
  • Module 4: Cisco Unified Intelligence Center Custom Reporting Provide a detailed description of how custom reports from normal data sources (Cisco UCCE and CVP) as well as new data sources can be created to specific customer requirements.
    • Lesson 1: Cisco Unified CCE Key Concepts
      • Describe how UCCE provides a consolidated view of data to Unified Intelligence Center
      • Describe how Unified Intelligence Center historical reports access the AWDB, which has views to historical data on the HDS database
      • Describe the UCCE database structure
      • Describe why report data can differ in a contact center
    • Lesson 2: Creating a New Cisco Unified Intelligence Center Report
      • Demonstrate how to create a new custom report
      • Describe how to modify the views of the data from the newly created custom report
      • Describe how to create a simple report definition and the script associated with it
      • Demonstrate how to create a dashboard and customize it to reflect several views
    • Lesson 3: Call Detail Record Searches
      • Describe how to import a new custom report
      • Demonstrate how to modify the views of the data from the newly imported custom report
      • Describe how to export a report
  • DUIC v8.0 Hands-On Lab Exercises:
    • Installing and Configuring the Cisco Unified Intelligence Center Controller
    • Managing Users and Security in Cisco Unified Intelligence Center
    • Running a Stock Report
    • Modifying a Stock Report
    • Creating a Custom Report
    • Call Detail Record Searches

Literature

Participants will receive access to an electronic version of the study materials.

Technical equipment

According to Cisco´s starndard two students share one pod.

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Training rooms

ALEF operates with training rooms match submarine's style to unexpected, unusual while still being smart and available to work in. We have several type of rooms for small groups and up to larger rooms with modern technical equipment and supportive technologies we provide.

We also deliver the high-quality multimedia sharing for efficient, effective virtual communication on a global scale. In the Competence Center is also available Spark Board. Cisco Sparkboard integrates the most common tools needed for team collaboration in physical meeting rooms into a single elegant device. It also combines white board, video or audio conference features.

All ALEF training centres operates with testing centre that provides full acess to take an exam and get certificate provided by our vendors. ALEF provides to our customer complete management and administration.

Training rooms – Bratislava

Team of lecturers

Our team - consisting of more than 50 instructors - offers a full range of technological knowledge in the field of routing, switching, security, collaboration and data centers. The expertise of instructors is evidenced by a range of top-level international certifications.

The uniqueness of our lecturers lies mainly in their extensive experience in connection with each project, allowing them to respond very flexibly to any question or suggestion from students, and to pass on their practical knowledge to the participants of these courses. Thanks to the synergy of the company’s reliable operation and many years of experience, we have been very flexible in responding to the changes prepared in the Cisco field, so we can guarantee you a wide range of certified courses that enable you and your colleagues to acquire the necessary know-how for future certification tests.

In addition to the certified trainings, we offer special courses that are focused primarily on the development of the necessary configuration skills.

OUR KNOWLEDGE IS YOUR FUTURE

200 +

Courses

20+

Training rooms

10000+

Certificates

50+

Certified lecturers

7

Countries

Cisco Learning PartnerCisco Business Enablement Partner   Comptia F5AWS