DUIC v1.1 - Deploying Cisco Unified Intelligence Center

Upon completing the Deploying Cisco Unified Intelligence Center (DUIC) v1.1 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 the 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 the DUIC course are as follows:

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