Voice Foundations for Cisco CollaborationVFCCVoice Foundations for Cisco Collaboration<p>All Scheduled Dates are Guaranteed-to-Run!</p><p>All of the classes are taught from our Exton facility utilizing High-Definition Instructor Led Training (HD-ILT). What exactly is HD-ILT?</p><p>HD-ILT™ is the world’s first distance training system utilizing state-of-the-art, life-size high-definition video & audio combined with patented remote lab access. This unique combination provides students with live training and the same experience as if they were actually in the classroom with the instructor.</p><p>Voice Foundations for Cisco Collaboration (VFCC) from Springhouse Education 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 Cisco Voice architecture solutions used in typical Voice Collaboration environments. <strong> In other words, if you only have 1 week of training to get up to speed on </strong><span style="text-decoration:underline;"><strong>Voice Gateways</strong></span><strong> and </strong><span style="text-decoration:underline;"><strong>Cisco Unified Communications Manager</strong></span><strong>, this class is for you</strong> - read on!</p><p>VFCC combines elements from standard Cisco courses including CVOICE, CIPT, ICOMM and an introduction to Contact Center courses.  The focus of this particular course is implementation of the 'Dial Plan' across the Voice Gateway and CUCM environment.  Heavy emphasis will be placed on Call Routing within the UC environment.  Little time will be spent on 'Features' of the telephony environment (for these topics consider attending <a href="http://www.springhouse.com/course-catalog/CIPT%201">CIPT1</a>, <a href="http://www.springhouse.com/course-catalog/CIPT%202" target="_blank">CIPT2</a> or <a href="http://www.springhouse.com/course-catalog/ACUCM%20w/%20AUC" target="_blank">ACUCM</a>).  As an example, discussion and implementation of Gatekeepers and SIP Proxy servers are a part of VFCC, changing speed dials for your users is not (we'll assume you can figure that out on your own).  This course is a lab intensive course with lots of hands-on time spent working on the equipment; our goal is to make you a better administrator by making you a better engineer.  Other courses are available from SLI that focus on more basic Administrative features and functions.</p><p>The first day of this course will begin with a generic discussion of telephony concepts (PBX's, ACD's, IVR's, DS0's, T-1, T-3, etc.) and will incorporate an overview of the basic components used in the Cisco Enterprise and Express Contact Center environments to facilitate this discussion.  The next several days will be spent configuring the basic infrastructure of a telephony environment including Voice Gateways, SIP Proxy Servers, H.323 Gatekeepers, and Unified Communications Manager.  By mid-week, students will have basic Inbound/Outbound dialing functionality configured for back-office users.  The final days of this course will cover additional Dial-Plan related items including; Number translation (Translation Rules, Patterns), Telephony Class of Service (CSS/Partitions), and consideration of QOS and CAC.  Along the way, we'll install and use some of the support utilities used within the environment including the Dialed Number Analyzer (DNA) and the Real-Time Monitoring Tool (RTMT).  By the end of this one-week class, the student will be better prepared to support the basic telephony environment used in most Collaboration environments.</p><p><strong>VFCC is also an excellent pre-requisite to attending an advanced Contact Center Course (UCCX, DUCCE, and AUCCE 1 & 2, etc.). </strong> Students will be better prepared for advanced courses by taking VFCC and will learn more during their time in the advanced Contact Center courses if they first attend a VFCC course or have equivalent experience.  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 (TDM, SIP, H.323, MGCP).  The components and protocols discussed in this course are common to both the Contact Center Express and Enterprise environments.  The goal of this course is to focus on the myriad of Trunk and Line side connections which will be used in the Contact Center environment - Express or Enterprise.</p>http://springhouse.com/course-catalog/VFCC3/3/2017 9:37:58 PM04331aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsee0f92b05-3c69-e411-9237-00155d0a1406
Deploying Cisco Unified Contact Center ExpressUCCXDeploying Cisco Unified Contact Center ExpressThis course, Deploying Cisco Unified Contact Center Express (UCCX) v6.0, provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting.http://springhouse.com/course-catalog/UCCX1/23/2017 7:10:00 PM04333aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse651cebac-3c69-e411-9237-00155d0a1406
Advanced Contact Center Express Scripting LabsACCXSLAdvanced Contact Center Express Scripting LabsAdvanced Contact Center Express Scripting Labs v11.0 (ACCXSL) is a 5-day instructor-led, lab-intensive course intended for experienced Unified Contact Center Express (CCX) administrators who need in-depth knowledge advanced scripting techniques using complex script steps to resolve sophisticated contact center requirements.  This course addresses the steps in the Script Editor pallet as well as scripting techniques involving databases, HTTP, XML, VXML, Java Objects, and Finesse Administration.  <br> <br>This course is intended to be a follow-on course to UCCX, and completely replaces the outdated Unified Contact Center Advanced v1.0 class.  ACCXSL introduces updated best practices, sophisticated steps, and modern concepts for deploying advanced contact center applications and techniques.   <br> <br><span style="font-weight:bold;">The class utilizes Cisco Unified Contact Center Express v11.0 and highlights new application features and services.  Sunset Learning has deployed Unified CCX labs on the latest UCS platforms using VMWare ESXi and vSphere technology.  </span> <br> <br>After a short review of Unified CCX architecture, basic administration and the Script Editor, the course begins with a discussion of new and changed features in UCCX.  Next we provision our first application to build familiarity with call control groups, dialog groups, applications, triggers, prompt management, and the script editor.<br> <br>The class will then address the creation of a basic contact center to refresh knowledge of call flow, agents, teams, Cisco Finesse Agent and Supervisor Desktop, Email and Chat Contact Service Queues,  and other new capabilities offered by UCCX.<br> <br>Every contact center needs a series of tools to help build scripts and applications.  The class will build tools to record prompts and to record and deploy emergency/status prompts.  Next students will build some common subflows to manage holidays using multiple techniques.  Default scripts will be built for caller troubles and system errors.  Students will experience using text-to-speech as a valuable development tool to substitute for prompts while creating scripts.<br> <br>Next the class will explore manipulating and speaking data, working with date and time variables and manipulating and speaking dates, time and data.  Students will create open/closed scripts used for manually opening and closing your contact center using XML documents and the new abbreviated X-path techniques.  Students will learn to manipulate languages using the language tools in the script editor.<br> <br>For the rest of the week the class will conduct a master project and will build a major contact center application, deploying database routing, skills-based routing, expected wait time subflows, and caller's position in queue subflows. The labs will consider what happens when agents are logged in and ready.  If agents are not ready the class will investigate how to use various overflow routing techniques.  Students will spend lab time using the Cisco Finesse Administrator to develop Workflows and Workflow Actions.   The Finesse Administrator's Call Variable Layout Administration, newly capable in v11.0, will be used to create applications that push data to the agent desktop and cause the agent desktop to react to that data.  There are optional desktop labs for those who wish extend their learning experience. http://springhouse.com/course-catalog/ACCXSL1/31/2017 8:02:57 PM04334aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse239c8500-3d69-e411-9237-00155d0a1406
Cisco Contact Center Enterprise FundamentalsCCCEFCisco Contact Center Enterprise Fundamentals<p>​Through targeted instruction and a series of hands on labs, this course will provide students with a fundamental understanding of Cisco Unified Communications and Unified Contact Center Enterprise environment. It introduces students to the basic role and operation of Unified Communications Manager, ICM, CVP and Unity Connection (UC).</p>http://springhouse.com/course-catalog/CCCEF1/31/2017 8:02:58 PM01775aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsed7577996-a225-e511-abf8-00155d0a1406
Administering Unified Contact Center Enterprise with CVP Part 1AUCCE 1Administering Unified Contact Center Enterprise with CVP Part 1<p>All Scheduled Dates are Guaranteed-to-Run!</p><p>All of the classes are taught from our Exton facility utilizing High-Definition Instructor Led Training (HD-ILT). What exactly is HD-ILT?</p><p>HD-ILT™ is the world’s first distance training system utilizing state-of-the-art, life-size high-definition video & audio combined with patented remote lab access. This unique combination provides students with live training and the same experience as if they were actually in the classroom with the instructor.</p><p style="text-align:justify;">Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1) is a 5 day instructor-led course intended for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment. </p><p style="text-align:justify;">AUCCE Part 1 course gives the learner an understanding of the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.  This course also serves as a good stepping-stone for the corresponding <a href="http://www.springhouse.com/course-catalog/AUCCE%202" target="_blank">Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2)</a> course, and should be considered as a prerequisite before taking Part 2.  This course is also a good companion course to the DUCCE course, which covers more detail on the installation/maintenance of the UCCE solution.   </p><p style="text-align:justify;">The overall goal of this course is to build an effective administrator of the solution by exposing the technical requirements of the solution and utilizing the solution tools for effective operation.  The learner will be exposed to CCE (ICM) and VXML scripting in this course to ensure basic competence with the solution.  For advanced scripting topics, refer to the AUCCE Part 2 or the CVPD course. </p><p style="text-align:justify;">PCCE (Packaged Contact Center Enterprise) is the same UCCE product but with a limited deployment and simplified tools.  PCCE users and engineers should be taking our UCCE courses, as we use all the same tools during training.  For instance, scripting for PCCE and UCCE is the same – ICM Script Editor and Studio.   </p><p style="text-align:justify;">If you are using an earlier version of UCCE, you will benefit from this training.  Although we use 10.x in the class, skills taught will be equivalent and still of value to you.  </p>http://springhouse.com/course-catalog/AUCCE 11/23/2017 7:05:25 PM04300aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsea8437b5b-c02e-e411-ab11-00155d00bf00
Administering Unified Contact Center Enterprise with CVP Part 2AUCCE 2Administering Unified Contact Center Enterprise with CVP Part 2<p>All Scheduled Dates are Guaranteed-to-Run!</p><p>All of the classes are taught from our Exton facility utilizing High-Definition Instructor Led Training (HD-ILT). What exactly is HD-ILT?</p><p>HD-ILT™ is the world’s first distance training system utilizing state-of-the-art, life-size high-definition video & audio combined with patented remote lab access. This unique combination provides students with live training and the same experience as if they were actually in the classroom with the instructor.</p><p style="text-align:justify;">Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is an Advanced 5 day instructor-led course for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment.  </p><p style="text-align:justify;">This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution.  The <a href="http://www.springhouse.com/course-catalog/AUCCE%201" target="_blank">AUCCE Part 1</a> course or equivalent prior experience is a prerequisite for attending this course.  This course is also a good companion course to the DUCCE course which covers more detail on the installation/maintenance of the solution.  The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.  Do Not take this course if you are new to CCE, you will not have a good time.  If you are already working with CCE, or if you've taken the Part 1 course, you'll love this course! </p><p style="text-align:justify;">PCCE (Packaged Contact Center Enterprise) is the same UCCE product but with a limited deployment and simplified tools.  PCCE users and engineers should be taking our UCCE courses, as we use all the same tools during training.  For instance, scripting for PCCE and UCCE is the same – ICM Script Editor and Studio.   </p><p style="text-align:justify;">If you are using an earlier version of UCCE, you will benefit from this training.  Although we use 10.x in the class, skills taught will be equivalent and still of value to you.  </p>http://springhouse.com/course-catalog/AUCCE 21/23/2017 7:05:31 PM04301aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse286629c1-c12e-e411-ab11-00155d00bf00
Deploying Unified Contact Center EnterpriseDUCCEDeploying Unified Contact Center Enterprise<p>All Scheduled Dates are Guaranteed-to-Run!</p><p>All of the classes are taught from our Exton facility utilizing High-Definition Instructor Led Training (HD-ILT). What exactly is HD-ILT?</p><p>HD-ILT™ is the world’s first distance training system utilizing state-of-the-art, life-size high-definition video & audio combined with patented remote lab access. This unique combination provides students with live training and the same experience as if they were actually in the classroom with the instructor.</p><p>Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course intended for system engineers and customers who will be involved with day-to-day maintenance and   installation of the Cisco Unified Contact Center Enterprise v10.0 (CCE) product deployed in a CVP comprehensive environment. This course gives the learner an understanding of the Unified CCE v10.0 deployment capabilities, processes, fault tolerance, installation, and troubleshooting tools for inbound and outbound Contact Center functionality. This will be accomplished by installing and configuring the Unified CCE v10.0 software and introducing Unified CCE v10.0 troubleshooting tools. </p><p>DUCCE is intended for those installing the solution, or who may be responsible for Level 3 support of the solution.  This course also serves as a good stepping-stone for <a href="http://www.springhouse.com/course-catalog/AUCCE%201">AUCCE Part 1</a> and <a href="http://www.springhouse.com/course-catalog/AUCCE%202">AUCCE Part 2</a>, but is not a prerequisite.  Students will learn enough about CCE scripting in this course to ensure system functionality only, not become scripting experts.</p>http://springhouse.com/course-catalog/DUCCE1/23/2017 7:14:22 PM04347aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse9cdddfea-979d-e411-a8aa-00155d0a1406
Deploying Cisco Unified Intelligence Center+DUICDeploying Cisco Unified Intelligence Center+<p>All Scheduled Dates are Guaranteed-to-Run!</p><p>All of the classes are taught from our Exton facility utilizing High-Definition Instructor Led Training (HD-ILT). What exactly is HD-ILT?</p><p>HD-ILT™ is the world’s first distance training system utilizing state-of-the-art, life-size high-definition video & audio combined with patented remote lab access. This unique combination provides students with live training and the same experience as if they were actually in the classroom with the instructor. </p><p>Deploying Cisco Unified Intelligence Center Plus (DUIC+) is an Implementation and Administration course focusing on the CUIC reporting solution for Unified Contact Center Enterprise (UCCE), Packaged Contact Center Enterprise (PCCE) and Customer Voice Portal (CVP) environments.  <br><br>CUIC is a comprehensive, end-to-end UCCE/PCCE reporting solution, designed to make the task of creating reports and managing disparate data sources, easier on the customer.  Although CUIC is also used in the UCCX environment, this course focuses on UCCE and PCCE environments only.<br><br>The SLI course for CUIC combines the Cisco DUIC course with our own 100+ page 'Addendum of CUIC Goodness' as reference material you will use and take home with you.  Most of your time will be spent working in the lab environment which includes a live functional UCCE/CVP environment deployed with CUIC as the reporting solution.  During this 3 day class, we'll keep you busy wearing multiple hats including architect, administrator, supervisor, agent and report customization specialist.  Don't discount the need to know some of these roles, regardless of your role!  The true way to make you better at your job is to broaden your horizon of knowledge, and knowing how all of these roles interact will ensure your success with the product. </p><ol><li><strong>Architecture.</strong>  Here we'll spend a bit of time discussing the big picture of how CUIC fits into your environment - which components of UCCE/PCCE communicate with CUIC and why you care.  Product licensing and deployment models are major topics in this lesson.  Also relevant is how your scripting decisions will affect reporting.  Many a customer has been surprised in this section to learn that they have more than 1 CUIC server in their environment.</li><li><strong>Database Integration.</strong>  CUIC integrates with CCE (ICM) data sources, and can also be configured to integrate with other data sources, most typically CVP.  This may already be obvious to you, but what you may not know if the myriad other settings and configuration options which may affect reporting events from the Gateway all the way thru ICM.  Knowing practical tools and methods to find database schema information is a key topic in this section.  </li><li><strong>Security</strong>.  We'll convince you that it's wise to spend some time up front understanding user/group/role permissions and security before you start importing and customizing reports.  We'll assume you want a flexible reporting solution to meet each customer's independent needs without maintaining an administrative security nightmare as a foundation for this lesson.</li><li><strong>Importing reports</strong>.  By default, CUIC comes with very few reports - even the 'stock' reports are imported.  You'll need to know where to go to download new/updated reports for your environment.  You'll also want to know how to easily import these reports into your solution.  This topic will also serve as the beginning of your light bulb illumination regarding Report Definitions, Value Lists and Collections.</li><li><strong>Active Directory Integration</strong>.  Now that you've got your datasources configured, your reports imported, and your security figured out, it's time for some Active Directory integration.  If you follow our guidelines, you can now allow the automagic replication of your Supervisors into CUIC from Active Directory.  If done right, this allows your supervisors to log on to CUIC with a standard ability to run reports and create dashboards, all without any replication of these users on your part with CUIC.  We'll show you other tricks to get your other administrative users added to CUIC.  </li><li><strong>Customizing reports</strong>.  Regardless of how cool you made the report, someone will want to adjust its appearance to their own liking.  Knowing you cannot modify the 'stock' reports, you'll use your security knowledge to create a report repository where the right people will have an ability to customize their report.  If you've ever wanted to create a default view of a report, a new report view (grid, chart, gauge), adjust a report column name or format, set a threshold or understand what a permalink is, you'll want to know how to customize a report.  In this topic we'll continue the understanding of Value Lists and Collections, but not be done.  This topic will usually promote a need to understand Report Definitions.</li><li><strong>Customizing Report Definitions</strong>.  This area distinguishes the standard from the premium licensed customer, and is an area of extreme power.  This topic is where most other topics come together as one unit.  This topic includes query types, fields, parameters, drilldowns and footers.  We'll also fully illuminate your Value List and Collection light bulb in this lesson.  We'll also teach you a neat trick useful for decoupling/recoupling your custom report from/with this new report definition.  This is also the only part of the course which will test your SQL knowledge, or lack thereof.</li><li><strong>Other</strong>.  A better name than junk-drawer, this subject includes other useful yet easily consumable topics such as Dashboards, Scheduling Reports, Exporting report data, permalinks, pop-outs...</li></ol>http://springhouse.com/course-catalog/DUIC1/23/2017 7:14:29 PM04348aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsecaff023f-989d-e411-a8aa-00155d0a1406

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