Deploying Cisco Unified Intelligence Center (DUIC)

The knowledge and skills that a learner should have before attending this course are as follows:

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

Upon completion of this course the student should be able to:

• Provide a comprehensive overview of the Cisco Unified Intelligence Center
• Demonstrate how to install, administer, and provide security for the CUIC solution
• Describe reporting concepts and capabilities and features of CUIC reports
• Provide a detailed description of how custom reports from normal data sources (Cisco Unified CCE and Cisco CVP) and new data sources can be created to meet specific customer requirements

Deploying Cisco Unified Intelligence Center (DUIC) 1.0 is a three-day ILT course. Cisco Unified Intelligence Center 8.0 is a comprehensive, end-to-end reporting solution, designed to make the task of creating reports and managing disparate data sources easier on the customer and, at the same time, present a consistent user interface and a common tool to access the varied data across multiple Cisco product families.

• Course Introduction
• Cisco Unified Intelligence Center Overview
  • Cisco Unified Intelligence Center Overview
  • Managing Cisco Unified Intelligence Center Components
  • Cisco Unified Intelligence Center Deployment Considerations
  • Cisco Unified Intelligence Center Security and License Types

• Cisco Unified Intelligence Center Installation, Administration, and Security
  • Installing Cisco Unified Intelligence Center
  • Cisco Unified Intelligence Center Administration
  • Managing Users and Security in Cisco Unified Intelligence Center

• Running Cisco Unified Intelligence Center Reports
  • Running Cisco Unified Intelligence Center Reports
  • Modifying Cisco Unified Intelligence Center Stock Reports

• Cisco Unified Intelligence Center Custom Reporting
  • Cisco Unified CCE Key Concepts
  • Creating a New Cisco Unified Intelligence Center Report
  • Call Detail Record Searches

• Lab 2-1: Installing and Configuring the Cisco Unified Intelligence Center Controller
• Lab 2-3: Managing Users and Security in Cisco Unified Intelligence Center
• Lab 3-1: Running a Stock Report
• Lab 3-2: Modifying a Stock Report
• Lab 4-2: Creating a Custom Report
• Lab 4-3: Call Detail Record Searches