Deploying Cisco Unified Intelligence Center (DUIC) 1.1

Deploying Cisco Unified Intelligence Center (DUIC) 1.1

Deploying Cisco Unified Intelligence Center (DUIC) 1.1

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3 päivän kurssi

Cisco Unified Contact Center

Tulevat päivämäärät

 Aug 1 to Aug 3, 2017
Espoo

Nov 6 to Nov 8, 2017
Espoo

Course Details

Deploying Cisco Unified Intelligence Center (DUIC) 1.0

This is a three-day ILT course. Cisco Unified Intelligence Center 8.0.4 is a comprehensive, end-to-end reporting solution, designed to make the task of creating reports and managing disparate data sources easier on the customer and, at the same time, present a consistent user interface and a common tool to access the varied data across multiple Cisco product families.

Upon completing this course, you will be able to meet these overall objectives:

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

Module 1: Cisco Unified Intelligence Center Overview

  • Provide a comprehensive overview of the Cisco Unified Intelligence Center.
  • Introducing Cisco Unified Intelligence Center
  • Cisco Unified Intelligence Center Primary Goal
  • Cisco Unified Intelligence Center Deployment Models
  • High-Level Architecture
  • Personalizing Reports
  • Operation, Administration, Maintenance, Provisioning
  • Using Cisco Unified Intelligence Center
  • Working with Stock Reports
  • Dashboards
  • Managing Cisco Unified Intelligence Center Components
  • Cisco Unified Intelligence Center Controller
  • About the Administration Console
  • About Cisco Unified Intelligence Center Super User Roles
  • About Devices
  • Control Center Drawer
  • Cluster Configuration Drawer
  • Network Management Drawer
  • Tools Drawer: RTMT
  • Cisco Unified Communications Solutions Tools from Cisco Unified Intelligence Center
  • Understanding Cisco Unified Intelligence Center Deployment Considerations
  • Report and Database Compatibility
  • Deployment Models
  • Cisco Unified CCE Databases and Data Type Availability
  • Cisco Unified Intelligence Center Sizing Considerations
  • Member Nodes
  • Database Replication: Multiple Nodes
  • Understanding Cisco Unified Intelligence Center Security and License Types
  • Licensing
  • Sizing Tool
  • Licensing Compared to Feature Sets
  • Reporting: Template Modification
  • Report and Report Definitions
  • Value Lists and Collections
  • Security from Within Cisco Unified Intelligence Center
  • User List
  • User Groups

 

Module 2: Cisco Unified Intelligence Center Installation, Administration, and Security

  • Demonstrate how to install, administer, and provide security for the Cisco Unified Intelligence Center solution.
  • Installing Cisco Unified Intelligence Center
  • Before You Install Cisco Unified Intelligence Center
  • Installation Process
  • Logging Into Cisco Unified Intelligence Center
  • Applying the License File
  • Define a New Member Node
  • LAB: Verifying Installation of the Unified Intelligence Center Controller and Navigating OAMP
  • Understanding Cisco Unified Intelligence Center Administration
  • Administration User Management
  • Managing Devices
  • Control Center
  • Report Scheduler Email Settings
  • Cisco Unified CCE User Integration
  • Managing Users and Security in Cisco Unified Intelligence Center
  • Security Model: Authentication
  • User Security
  • Predefined Cisco Unified Intelligence Center Objects
  • Permissions for Objects
  • Adding a User
  • Adding a User Group
  • Log In the New Users
  • Security Use Cases
  • Best Practices for User Security
  • LAB: Managing Users and Security in Cisco Unified Intelligence Center

 

Module 3: Cisco Unified Intelligence Center Reports

  • Identify and discuss the reporting properties of Cisco Unified Intelligence Center.
  • Running Cisco Unified Intelligence Center Reports
  • Real-Time vs. Historical Reports
  • Stock Reporting Templates: Unified CCE
  • Review: Cisco Unified Intelligence Center Deployed with Unified CCE
  • Set Up Unified CCE as a Data Source
  • Run a Unified CCE Stock Report
  • Available Stock Reports: Unified CVP
  • Review: Cisco Unified Intelligence Center Deployed with Cisco Unified CVP
  • Run a Unified CVP Stock Report
  • LAB: Running a Stock Report
  • Using Value Lists and Collections
  • What Are Value Lists and Collections?
  • Associate a Value List with a Report: Database Query
  • Cisco Unified Intelligence Center Query Types
  • Associate a Value List with a Report: Anonymous Block or Stored Procedure
  • Create a Collection
  • Collection Types
  • Management and Security
  • LAB: Creating Value Lists and Collections
  • Using Permalinks
  • What Is a Permalink?
  • Report Permalinks
  • Dashboard Permalinks
  • LAB: Creating Permalinks
  • Modifying Cisco Unified Intelligence Center Stock Reports
  • How Reports Can Be Modified
  • Creating a Copy of a Stock Report
  • Modifying the New Report
  • LAB: Modifying a Stock Report

 

Module 4: Cisco Unified Intelligence Center Custom Reporting

  • Provide a detailed description of how custom reports from normal data sources (Unified CCE and CVP) and new data sources can be created to meet specific customer requirements.
  • Understanding Cisco Unified CCE Key Concepts
  • WebView vs. Unified Intelligence Center
  • Characteristics of Unified CCE Data
  • Why Report Data Can Differ
  • Importance of Configuration and Scripting
  • Using Report Definitions
  • Report Definitions and Reports
  • Create a Report Definition
  • LAB: Creating a Simple Report Definition
  • Creating a New Cisco Unified Intelligence Center Report
  • Knowing Your Data Source
  • Reporting in a Multichannel Environment
  • Creating a New Report
  • Creating a New Report Definition and Report
  • Creating a Dashboard
  • Creating New Data Sources
  • LAB: Creating a Custom Report
  • Searching Call Detail Records
  • Call Detail Records
  • Importing a Report
  • Exporting a Report
  • LAB: Searching Call Detail Records
  • Channel Partner / Reseller
  • Customer
  • Employee

The knowledge and skills that you should have before attending this course are as follows:

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

Certifications: None/Specialization