This course will address the fundamentals of the Cisco Voice infrastructure including; Voice Gateways, Cisco Unified Communications Manager (CUCM) as well as the Call Signaling protocols and components used between these components.
Upon completing this course, the learner will be able to meet these overall objectives:- Provide an overview of the various Cisco Contact Center environments.- Configure inbound Trunk functionality on Ingress Gateway.- Configure VoIP functionality on Ingress/Egress Gateways including SIP, H.323 and MGCP.- Describe which Call Control Protocols are suitable for which Contact Center deployment and benefits of each.-Configure basic SIP Proxy and/or Gatekeeper functionality.- Configure corresponding Trunk type(s) in Unified CM including SIP, H.323 and MGCP.- Configure basic Line-Side processes used in the Contact Center environment including JTAPI, CTI Route Points, CTI Ports.
This course is designed for engineers or administrators who are: new to voice but experienced with data or; experienced in voice but new to Cisco Voice and; need a fundamental knowledge of Voice architecture solutions used in an Express or Enterprise Contact Center environment.
Basic Telephony Overview
- Cisco Contact Center Overview
- PBX functionality
- ACD functionality
- IVR/VRU functionality
- Basic Call Flow
- Lab: Explore the Lab Environment
Unified Communications Manager (Unified CM)
- Unified CM Overview
- Initial CM Configuration and Phone Registration
- Lab: Initial Unified CM Configuration and Phone Registration
IOS Voice Gateways
- What is an IOS Voice Gateway
- Login and Navigation of a Voice Gateway
- Lab: Voice Gateway Configuration and Testing
- The Need for Call Control Protocols
- Configuring the Dial Plan on the Voice Gateway
- Lab: Configuring Trunks
Advanced Dial Plan Considerations
- Numbering Plan Modification
- Lab: Numbering Plan Modification
- Telephony Class of Service/Restriction
- Lab: CSS/Partition Lab
- Media Resources
- Lab: Media Resources
Contact Center Deployment Considerations
- CCX vs. CCE Dial Plan Considerations
- Supplementary Routing for CCX
- Supplementary Routing for CCE
- Diagnostic Framework
- Lab: Users, Route Points, Extension Mobility
Virtual Cisco® Voice Fundamentals for Contact Centers v8.0 (CVFCC) Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.