Objectives

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

Outline

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

Target Audience

• Channel Partner / Reseller
• Customer
• Employee

Prerequisites

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.