Implementing Cisco Collaboration DevicesCICDImplementing Cisco Collaboration Devices<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>Implementing Cisco Collaboration Devices (CICD) teaches learners how to maintain and operate a Cisco Unified Communications solution that is based on Cisco Unified Communications Manager, Cisco Unified Communications Manager Express, Cisco Unity Connection, and Cisco Unified Presence. This course provides the learners with the knowledge and skills to achieve associate-level competency in Cisco Unified Communications.<br><br>This course introduces the architecture, components, functionalities, and features of Cisco Unified Communications solutions and describes how daily job tasks, such as system monitoring, moves, adds, and changes are performed on Cisco Unified Communications Manager, Cisco Unified Communications Manager Express, Cisco Unity Connection, and Cisco Unified Presence. CICD also introduces basic video functionality into Cisco Collaboration solutions.  </p>http://springhouse.com/course-catalog/CICD3/3/2017 9:37:59 PM02657aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse07dad214-72b8-e411-abf8-00155d0a1406
Administering Cisco Unified Communications Manager and Unity ConnectionACUCM w/ AUCAdministering Cisco Unified Communications Manager and Unity Connection<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;"><em>Administering Cisco Unified Communications Manager </em>(ACUCM) provides system administrators and networking professionals with an understanding of the Cisco Unified Communications Manager System. This course teaches the concepts of IP telephony based in system administration, including its function, features, and configuration. This is an entry-level course that begins with the basic concepts of IP telephony and very quickly moves the learner forward into an understanding of system concepts: clustering, creation of phones and users, route plans, digit manipulation, media resources, and phone features, which are all important to supporting IP telephony in the enterprise network. The course focuses on Cisco Unified Communications Manager version 8.x.  All SLI Labs are using CUCM 9.x.   </p><p style="text-align:justify;">The course is geared to individuals that will be using and managing the system and performing administration for Level 1 and Level 2 support. Level 1 support is geared toward supporting phone users and making moves, adds, and changes to the desktop phone environment. Level 2 support is oriented to supporting changes in the organization, such as opening new office locations or relocating departments. The course does not cover issues of initial deployment, new cluster deployment or international deployments. Also, the course does not cover issues with the underlying network that involve routers, switches, or Cisco IOS software configuration. </p><p style="text-align:justify;">This course includes various lab exercises to apply what was learned in each preceding lesson. Labs begin with a newly installed publisher and subscriber. The only element that is preconfigured is two MGCP gateways, for the headquarters (HQ) and branch (BR), and an intercluster trunk pointing to the neighbor's pod. Therefore, the student will become familiar with all the various concepts through configuration of the elements in the lab environment.  </p><p style="text-align:justify;"><em>Administering Cisco Unity Connection </em>(AUC) describes Cisco Unity Connection administration features, options, and configuration settings as they apply to the administrator. The course presents Cisco Unity Connection with the focused goal of providing the administrators with the necessary skills to perform their day-to-day job functions using the Cisco Unity Connection version 8.x system. Students that require skills beyond administration where engineering, integration, and networking skills are required should consider the <em>Implementing Cisco Unity Connection</em> (IUC) course.</p>http://springhouse.com/course-catalog/ACUCM w/ AUC3/3/2017 9:37:58 PM04298aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsea6519c90-bd2e-e411-ab11-00155d00bf00
Advanced Administration of Unified Communications Manager and FeaturesAAUCMFAdvanced Administration of Unified Communications Manager and FeaturesAdvanced Administration for Unified Communications Manager and Features (AAUCMF) is a 5-day instructor led course that is intended for experienced unified communications administrators who need in-depth knowledge of Cisco Unified Communications Manager advanced features, services, and troubleshooting.  This course is intended to be a follow-on course to ACUCM+AUC, and combines elements from off-the-shelf courses CVOICE, ICOMM, CIPT 2 and TVOICE as well as additional material developed exclusively by Sunset Learning Institute.  <br><br><span style="font-weight:bold;">The class utilizes Cisco Unified Communications Manager 11.5, and will employ the North American Numbering Plan (NANP). Both SCCP and SIP phones are implemented, as well as both H.323 and SIP gateways.</span><br><br>After a short review of Unified Communication architecture and basic administration, the course begins with a discussion of new and changed features from previous versions of CUCM. It then moves into implementation of a multi-site dial plan architecture including signaling, call routing for multiple sites with overlapping directory numbers, digit manipulation, automated alternate routing, PSTN backup- and TEHO implementation.  Next, call admission control, hardware media resource implementation, and inter-cluster communications are addressed.  Students will spend time implementing extension mobility, unified mobility (including single-number reach) and device mobility. The CUCM portion of the class concludes with a module on tools, tips and tricks for the Bulk Administration Tool and a lesson on reading CUCM trace files for troubleshooting.  <br><br><span style="font-weight:bold;">Sunset Learning developed this course to provide additional training for those who already have a basic understanding of CUCM and Unity Connection administration and are looking further training.  This is not a certification or implementation course.  </span>http://springhouse.com/course-catalog/AAUCMF3/3/2017 9:37:58 PM04332aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse0b09705b-3c69-e411-9237-00155d0a1406
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
Implementing Cisco IP Telephony & Video, Part 1CIPTV1Implementing Cisco IP Telephony & Video, Part 1<p>​Implementing Cisco IP Telephony & Video, Part 1 (CIPTV1) v1.0 is a five-day course that prepares the learner for implementing a Cisco Collaboration solution at a single-site environment. This course focuses primarily on Cisco Unified Communications Manager Version 10.x, which is the call-routing and signaling component for the Cisco Collaboration solution.<br><br>Lab exercises included in the course help learners to perform post-installation tasks, configure Cisco Unified Communications Manager, implement MGCP and H.323 and, SIP trunks, and build dial plans to place single site on-cluster and off-cluster calling for voice and video. Learners will also implement media resources, audio and video conferencing, and describe QoS.</p>http://springhouse.com/course-catalog/CIPTV13/3/2017 9:38:00 PM02066aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse1a07d663-820b-e511-abf8-00155d0a1406
Implementing Cisco IP Telephony & Video, Part 2CIPTV2Implementing Cisco IP Telephony & Video, Part 2<p>​Implementing Cisco IP Telephony & Video, Part 2 (CIPTV2) v1.0 is a five-day course that prepares the learner for implementing Cisco Unified Communications Manager, Cisco VCS-C, and Cisco Expressway series in a multisite voice and video network. It covers globalized call routing, URI call routing, global dial plan replication based on the ILS, Cisco Unified SRST, mobility features, call admission control, .integration of Cisco VCS and Cisco Unified Communications Manager, and Cisco Mobile Remote Access on Cisco Expressway Series.</p>http://springhouse.com/course-catalog/CIPTV23/3/2017 9:38:00 PM02147aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse3fcf1bd7-820b-e511-abf8-00155d0a1406
Integrating Cisco Unified Communications ApplicationsCAPPSIntegrating Cisco Unified Communications Applications<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>Integrating Cisco Unified Communications Applications (CAPPS) teaches learners the integration options of Cisco Unified Presence, Cisco Unity Express, and Cisco Unity Connection. It describes voice messaging deployment scenarios, Cisco Unified Presence features, and troubleshooting mechanisms as well as Cisco Unified Presence and Cisco Unified Personal Communicator integration options with Cisco Unified Communications Manager.</p>http://springhouse.com/course-catalog/CAPPS3/3/2017 9:37:58 PM04330aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse96ac64ea-3b69-e411-9237-00155d0a1406
Troubleshooting Cisco IP Telephony & VideoCTCOLLABTroubleshooting Cisco IP Telephony & Video<p>​Troubleshooting Cisco IP Telephony & Video (CTCOLLAB) v1.0 is a five-day course that prepares the learner for troubleshooting Cisco Unified Communications Manager, Cisco VCS-C, and Cisco Expressway series in a multisite voice and video network. The course teaches troubleshooting methodology, triage, resources, tools, and fixes at the integrated system or solution level for Cisco Collaboration Solutions. It covers troubleshooting of Cisco Unified Communications Manager, VCS Control and VCS Expressway, issues with Call Setup, issues with ILS, Cisco Unified Communications Manager Mobility Features, Cisco TelePresence Management Suite, and issues with Voice Quality and Media Resources.</p>http://springhouse.com/course-catalog/CTCOLLAB3/3/2017 9:38:00 PM02054aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse9e941d0c-820b-e511-abf8-00155d0a1406
Implementing Cisco Emergency ResponderICERImplementing Cisco Emergency Responder<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>Implementing Cisco Emergency Responder (ICER) v9 is a 2 day course that provides students with best practice information on how to install, configure, operate and maintain Cisco Emergency Responder in a Cisco Unified Communications environment. Focusing on core administrative skills, you will learn to configure Cisco Unified Communications (CUCM) for integration with CER and to configure emergency response locations (ERLs) and emergency location identification numbers (ELINs) in CER to properly route enhanced 911 (E911) calls. You will also examine CER disaster recovery and user management.</p>http://springhouse.com/course-catalog/ICER3/3/2017 9:37:59 PM04349aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse0e825398-989d-e411-a8aa-00155d0a1406
Cisco Jabber DeploymentCJDCisco Jabber Deployment<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>The Cisco Jabber Deployment course is a two-day instructor-led course that will prepare Cisco Unified Communications administrators to configure CUCM and IM&P servers, Microsoft Active Directory, and networking components such as DNS in preparation for deployment of Cisco Jabber. In addition, Cisco Mobile and Remote Access (MRA also known as Expressway) is deployed and configured allowing external endpoints to register to CUCM.</p>http://springhouse.com/course-catalog/CJD3/3/2017 9:37:59 PM04345aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse6ca1436e-969d-e411-a8aa-00155d0a1406
Juniper Networks Certified Professional Security Bootcamp, AJSEC and JIPS (JNCIP-SEC BC)JNCIP-SEC BCJuniper Networks Certified Professional Security Bootcamp, AJSEC and JIPS (JNCIP-SEC BC)<p>​<span style="font-style:italic;"><span style="font-weight:bold;">This course combines both Advanced Junos Security (AJSEC) and Junos Intrusion Prevention Systems (JIPS) into five consecutive days of training.  Students can choose to attend the individual classes (AJSEC or JIPS) or attend the five-day course.</span></span></p><p> <br> <span style="text-decoration:underline;"><span style="font-weight:bold;">ADVANCED JUNOS SECURITY (AJSEC) COURSE OVERVIEW</span></span><br>This course which is designed to build off of the current Junos Security (JSEC) offering, delves deeper into Junos security.<br><br>Through demonstrations and hands-on labs, students gain experience in configuring and monitoring the advanced Junos operating system security features with advanced coverage of IPsec deployments, virtualization, AppSecure, advanced Network Address Translation (NAT) deployments, and Layer 2 security. This course uses Juniper Networks SRX Series Services Gateways for the hands-on component, but the lab environment does not preclude the course from being applicable to other Juniper hardware platforms running the Junos OS.<br><br><br><span style="text-decoration:underline;"><span style="font-weight:bold;">JUNOS INTRUSION PREVENTION SYSTEMS (JIPS) COURSE OVERVIEW</span></span><br>This course is designed to provide an introduction to the Intrusion Prevention System (IPS) feature set (provided by Junos IPS Secure) available on the Juniper Networks SRX Series Services Gateway. The course covers concepts, ideas, and terminology relating to providing intrusion prevention using the SRX Series platform. Hands-on labs offer students the opportunity to configure various IPS features and to test and analyze those functions.</p>http://springhouse.com/course-catalog/JNCIP-SEC BC3/3/2017 9:38:15 PM01171aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse6189be54-1ef9-e611-8345-00155d0a1406
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
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
Administering Packaged Contact Center EnterpriseAPCCEAdministering Packaged 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>Administering Packaged Contact Center Enterprise (APCCE) is a <em><strong>Sunset Learning Institute developed course</strong></em> that provides students with an introduction and understanding of Cisco Unified Contact Center Enterprise basics and components.  APCCE is an administration course focusing on the day-to-day tasks needed to manage a Cisco deployed Packaged Contact Center Enterprise environment.  <br><br>While the class will focus on the ICM web administration tool, students will also be introduced to the supporting Call Manager and CVP configurations and administration requirements.  <br><br>The class begins with an introduction to contact center operations and KPIs and then covers the administration and configuration of the most frequently addressed contact center parameters including; Agents, Agent Teams, Skill Groups, Precision Queues, Front End VRU Scripts, Call Flows and Scripting, and Reporting and Security.  Student understanding of each of the topics covered will be reinforced through the use of practical hands on labs and workshops.<br><br>Finally, students will be given the opportunity to implement a practical business case utilizing their newfound PCCE knowledge. The business case will be presented as a set of requirements which students will be required to analyze, configure and script from the ground up. Once completed, students will be encouraged to present their completed solution for an 'acceptance test' <br><br>After successfully completing this class, students will be able to perform the tasks associated with the adds, moves and changes and reporting within the contact center, and in addition take a complex business case from concept through call flow to a working deployment.<br><br>As an administration class, we will assume that the deployment is complete and the underlying telephony platform(s) have been successfully delivered.​</p>http://springhouse.com/course-catalog/APCCE1/23/2017 7:10:32 PM04341aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalseaf134a21-df9c-e411-a8aa-00155d0a1406
Administering Cisco Unified Intelligence CenterACUICAdministering Cisco Unified Intelligence Centerhttp://springhouse.com/course-catalog/ACUIC1/23/2017 7:18:40 PM02438aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsec80754f0-1a16-e611-a1ec-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
Advanced Junos Service Provider RoutingAJSPRAdvanced Junos Service Provider Routing<p>​This four-day course is designed to provide students with detailed coverage of OSPF, IS-IS, BGP, and routing policy. Through demonstrations and hands-on labs, students will gain experience in configuring and monitoring the Junos operating system and in monitoring device and protocol operations.<br><br>This course uses Juniper Networks MX Series 3D Universal Edge Routers for the hands-on component, but the lab environment does not preclude the course from being applicable to other Juniper hardware platforms running the Junos OS.</p>http://springhouse.com/course-catalog/AJSPR3/3/2017 9:38:15 PM0929aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse03feb0f7-1df9-e611-8345-00155d0a1406
10533 Deploying, Configuring and Administering Microsoft Lync Server 20101053310533 Deploying, Configuring and Administering Microsoft Lync Server 2010<p>This course may be funded with Microsoft Software Assurance Training Vouchers (SATVs).</p><p>This five-day instructor-led course teaches IT professionals how to deploy, configure, and administer a Microsoft Lync Server 2010 solution. The course emphasizes Lync Server 2010 Enterprise Voice features from a deployment and configuration perspective. The labs in this course build on each other to create a solution that includes IM and Presence, Conferencing, and Enterprise Voice.</p>http://springhouse.com/course-catalog/105331/6/2017 10:02:35 PM0100aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse66e81a33-1f4c-e011-a198-00155d00bf00
10534 Planning and Designing a Microsoft Lync Server 20101053410534 Planning and Designing a Microsoft Lync Server 2010<p>This course may be funded with Microsoft Software Assurance Training Vouchers (SATVs).</p><p>This five-day instructor-led course teaches how to plan and design a Microsoft Lync Server 2010 solution to IT professionals. The course emphasizes Voice features in Lync 2010 from a deployment perspective. In this course, students learn how to plan and design a Lync Server 2010 system. The labs in this course utilize the Lync Server 2010 Planning Workbook and Planning Tool. This course helps the student prepare for Exam 70-665.</p>http://springhouse.com/course-catalog/105341/6/2017 10:02:21 PM097aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse30621687-aa75-e011-b5a0-00155d00bf00
20336 Core Solutions of Microsoft Lync Server 20132033620336 Core Solutions of Microsoft Lync Server 2013<p>This course may be funded with Microsoft Software Assurance Training Vouchers (SATVs).</p><p>This instructor-led course teaches IT professionals how to plan, design, deploy, configure, and administer a Microsoft Lync Server 2013 solution. The course emphasizes Lync Server 2013 Enterprise Unified Communications features with particular emphasis on coexisting with and migrating from legacy communication services. The labs in this course create a solution that includes IM and Presence, Conferencing, and Persistent Chat. This course helps the student prepare for Exam 70-336.</p>http://springhouse.com/course-catalog/2033612/23/2016 8:54:58 PM01227aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsec98386b9-6ae9-e211-bf8e-00155d00bf00
20337 Enterprise Voice and Online Services with Lync Server 20132033720337 Enterprise Voice and Online Services with Lync Server 2013<p>This course may be funded with Microsoft Software Assurance Training Vouchers (SATVs).</p><p>​This five-day instructor-led course teaches how to design and configure enterprise voice in Microsoft Lync Server 2013 and Lync Online services. This course will provide you with the knowledge and skills to configure and manage a Lync Server 2013 on premises, Lync Online in the cloud or in a mixed deployment. In addition, it will provide the skills needed by IT or telephony consultants to deliver a Lync based enterprise voice solution. This course will teach you how to configure Lync Server 2013, as well as provide guidelines, best practices, and considerations that will help you optimize your enterprise voice deployment. This course helps the student prepare for Exam 70-337.</p>http://springhouse.com/course-catalog/2033712/23/2016 8:56:19 PM02655aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse6bf21e31-74ad-e411-abf8-00155d0a1406
50214 Implementing and Maintaining IM/Presence, Conferencing and Telephony using Microsoft Office Communications Server 2007 R250214A50214 Implementing and Maintaining IM/Presence, Conferencing and Telephony using Microsoft Office Communications Server 2007 R2http://springhouse.com/course-catalog/50214A1/6/2017 10:02:55 PM0104aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsefe68a77f-00aa-de11-a1f9-00155d00bf00

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