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VFCC: Cisco Voice Fundamentals for Contact Centers

VFCC: Cisco Voice Fundamentals for Contact Centers


Guaranteed to Run Class - December 5, 2016
Vendor: Cisco - Cisco Unified Contact Center
Course # VFCC 10.5
Course Starts On: December 5, 2016 - April 3, 2017 -
Length of the Course: 5 Days
Price: $3,995 – Click Here to Pre Register

Overview

About this Course

Voice Foundations for Cisco Collaboration (VFCC) from Sunset Learning Institute 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.

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 CIPT1, CIPT2 or ACUCM). 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 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.

The first day of this course will begin with a generic discussion of telephony concepts (PBXs, ACDs, IVRs, DS0s, 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 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.

VFCC is also an excellent pre-requisite to attending an advanced Contact Center Course (UCCX, DUCCE, and AUCCE 1 & 2, etc.). 

 

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.

 

Audience Profile

This course is intended for anyone supporting the dial-plan across any of the basic telephony components of the Cisco Collaboration environments including Voice Gateways, SIP Proxy, Gatekeeper and Unified Communications Manager. It is intended for engineers who are:

  • New to Voice, but not new to Data or;
  • Not new to Voice, but new to Cisco Voice and;
  • Need a fundamental knowledge of basic Cisco Voice architecture solutions used in a Unified Communications environment, including anyone who will be working with Contact Center Express or Enterprise.

Prerequisites

To fully benefit from this course, students should have the following prerequisite skills and knowledge:

  • Working data and/or voice background. In this course, the assumption is that you have experience in either the data world or the telephony world, and are now being asked to gain knowledge on Cisco Unified Communications, which combines both worlds.
  • ICND is a highly recommended prerequisite for this course if you are new to the data world.

At Course Completion

After completing this course, students will be able to…

  • Given a network scenario with multiple domains, configure, monitor and troubleshoot basic BGP to enable interdomain routing
  • Given a network scenario where connections to multiple ISPs must be supported, use BGP policy controls to influence the route selection process with minimal impact on BGP route processing
  • Given a network scenario where multiple connections must be supported, use BGP attributes to influence the route selection process
  • Given customer connectivity requirements, implement the correct BGP configuration to successfully connect the customer network to the Internet
  • Given a typical service provider network with multiple BGP connections to other autonomous systems, enable the provider network to behave as a transit autonomous system
  • Given a typical service provider network, identify common BGP scaling issues and enable route reflection and confederations as possible solutions to these issues
  • Given a typical BGP network, use available BGP tools and features to optimize the scalability of the BGP routing protocol

 

Product Description

Module 1: BGP Overview

  • Lesson 1: Introducing BGP
  • Lesson 2: Understanding BGP Path Attributes
  • Lesson 3: Establishing BGP Sessions
  • Lesson 4: Processing BGP Routes
  • Lesson 5: Configuring Basic BGP
  • Lesson 6: Monitoring and Troubleshooting BGP

Module 2: BGP Transit Autonomous Systems

  • Lesson 1: Working with a Transit AS
  • Lesson 2: Interacting with IBGP and EBGP in a Transit AS
  • Lesson 3: Forwarding Packets in a Transit AS
  • Lesson 4: Configuring a Transit AS
  • Lesson 5: Monitoring and Troubleshooting IBGP in a Transit AS

Module 3: Route Selection Using Policy Controls

  • Lesson 1: Using Multihomed BGP Networks
  • Lesson 2: Employing AS-Path Filters
  • Lesson 3: Filtering with Prefix-Lists
  • Lesson 4: Using Outbound Route Filtering
  • Lesson 5: Applying Route-Maps as BGP Filters
  • Lesson 6: Implementing Changes in BGP Policy

Module 4: Route Selection Using Attributes

  • Lesson 1: Influencing BGP Route Selection with Weights
  • Lesson 2: Setting BGP Local Preference
  • Lesson 3: Using AS-Path Prepending
  • Lesson 4: Understanding BGP Multi-Exit Discriminators
  • Lesson 5: Addressing BGP Communities

Module 5: Customer-to-Provider Connectivity with BGP

  • Lesson 1: Understanding Customer-to-Provider Connectivity Requirements
  • Lesson 2: Implementing Customer Connectivity Using Static Routing
  • Lesson 3: Connecting a Multihomed Customer to a Single Service Provider
  • Lesson 4: Connecting a Multihomed Customer to Multiple Service Providers

Module 6: Scaling Service Provider Networks

  • Lesson 1: Scaling IGP and BGP in Service Provider Networks
  • Lesson 2: Introducing Route Reflectors
  • Lesson 3: Designing Networks with Route Reflectors
  • Lesson 4: Configuring and Monitoring Route Reflectors
  • Lesson 5: Introducing Confederations
  • Lesson 6: Configuring and Monitoring Confederations

Module 7: Optimizing BGP Scalability

  • Lesson 1: Improving BGP Convergence
  • Lesson 2: Limiting the Number of Prefixes Received from a BGP Neighbor
  • Lesson 3: Implementing BGP Peer Groups
  • Lesson 4: Using BGP Route Dampening

Labs:

  • Lab 1-1: Initial Lab Setup
  • Lab 1-2: Configuring Basic BGP
  • Lab 2-1: Configuring a Transit AS
  • Lab 3-1: Using Multihomed BGP Networks
  • Lab 3-2: Employing AS-Path Filters
  • Lab 3-3: Filtering with Prefix-Lists
  • Lab 3-4: Implementing Changes in BGP Policy
  • Lab 4-1: Influencing BGP Route Selection with Weights
  • Lab 4-2: Setting BGP Local Preference
  • Lab 4-3: Understanding BGP Multi-Exit Discriminators
  • Lab 4-4: Addressing BGP Communities
  • Lab 6-1: Introducing Route Reflectors
  • Lab 6-2: Configuring and Monitoring Confederations
  • Lab 7-1: Limiting the Number of Prefixes Received from a BGP Neighbor
  • Lab 7-2: Implementing BGP Peer Groups
  • Lab 7-3: Using BGP Route Dampening

 

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