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PPDIOO: Cisco UCCE Enterprise PPDIOO Workshop

The Cisco IPCC Enterprise PPDIOO workshop is a five-day course for systems engineers, consultants, and partners who deploy Cisco IP Contact Centre (IPCC) solutions. The course is designed to emulate IPCC deployments in a classroom environment. Students will use a customer business case and, as part of a workgroup, develop and document an IPCC solution to meet the needs of that business case. Students will develop a solution based on the Cisco Systems PPDIOO project methodology: prepare, plan, design, implement, operate, and optimize (PPDIOO). The course provides students with hands-on experience and knowledge of those tasks typically performed during an IPCC deployment. This includes customer needs analysis, deployment planning, configuration and staging, scripting, customer acceptance, and troubleshooting. The course provides extensive guidance in the use of the Cisco Steps to Success Website to introduce the PPDIOO process, search for useful documentation, and utilize online tools to facilitate best practices system deployments.

Course Objectives

After completing this course the student should be able to:

  • Convert business requirements into call flow design and scripts
  • Develop IPCC scripts
  • Produce standard reports
  • Properly document configuration and scripting implementations
  • Undertake fundamental debugging / fault finding of the IPCC solution
  • Deploy a solution and test for acceptance

Course Content

  • IPCC technical review (as required)
  • IPCC engagement process and PPDIOO methodology
  • Case study
  • Prepare and plan: customer requirements (discovery and customer requirements document)
  • Design and implement
  • Operate and optimize
  • Troubleshooting

Target Audience

  • Implementation and systems engineers
  • Project managers
  • System architects
  • Deployment engineers
  • Application consultants

Course Duration

5 days

Suggested Pre-requisites

The knowledge and skills that a student must have before attending this course are as follows:

  • IPCC/Advanced Technology Provider (ATP) certification in process
  • Cisco ICM/IPCC product training: ICMPT 1 and 2 (ICM product training), IPCCF (IPCC product training)
  • Lab installed, configured, and operational
  • Project management experience

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