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Course Details

Cloud Contact Center

(84 reviews)
course-meta
Created by
A.J

Total Enrolled

500+

Last Update

01 May 2022

Description

This course has been designed by two professional Data Scientists so that we can share our knowledge and help you learn complex theory, algorithms, and coding libraries in a simple way. We will walk you step-by-step into the World of Machine Learning. With every tutorial, you will develop new skills and improve your understanding of this challenging yet lucrative sub-field of Data Science.

What you'll learn

  • DC & Software Architecture
  • Licensing
  • Voice Models, Telephony
  • Sites, Locations
  • Number Plan, Rules
  • Genesys Cloud CX Architect
  • Adv. Call Flow Design
  • Testing & Debugging
  • Integrations & Bots
  • ...More....

Requirements

  • • High School Mathematics Level
  • • Basic Python Knowledge Required
  • • Broadband Internet

Curriculum

  • 15 lectures • 2h 29m 12s total length

DC & Software Architecture

Licensing

Collaborate & Communicate

Voice Models, Telephony

Genesys Cloud Trunks

Sites, Locations

Number Plan, Rules

Genesys Cloud CX Architect

Adv. Call Flow Design

Testing & Debugging

Integrations & Bots

Assign Microsoft 365 Licenses to End Users (Enable Teams Feature)

User Page

[Lab] Assign Microsoft 365 Licenses to End Users from Azure Active Directory Portal

[Lab] Group Based License Assignment

[Lab] Access office Applications and Teams as End User

Getting Started with Teams Administration

Understanding Groups for Teams Administration

[Lab] Creating Microsoft 365 Group with Teams from Microsoft Admin Center 536

[Lab] Creating Microsoft 365 Group from Azure Active Directory

[Lab] Enable Teams to an Existing Microsoft 365 Group

[Lab] Creating Teams from Teams Admin Center

[Lab] End User Creating Teams from Teams Application

[Lab] Creating Teams and Adding Users Using PowerShell

[Lab] Group or Teams Assignment from User Page

Managing Users in a Team

[Lab] Team Member Requesting to Add another Member to the Owner

[Lab] Team Owner Adds Another Member

[Lab] Add Additional Owner to the Team

[Lab] Managing Teams Settings from Teams Admin Portal

[Lab] Managing Users in Teams Admin Center

[Lab] Dynamic User Group Membership

[Lab] Dynamic User Group Membership

Governance and Life Cycle Management

[Lab] Naming policy for Microsoft 365 Groups

[Lab] Managing Group Expiration Policy

[Lab] Archiving and Restoring a Team

[Lab] Deleting and Un-Deleting

Managing Guest Access

[Lab] Configuring Guest Access

[Lab] Configure Guest User

[Lab] Remove Guest User

[Lab] Cross-Tenant B2B Collaboration with Shared Teams Channel

Managing Chat and Collaboration Experience

Global (Org-wide default) Messaging Policy

Custom Messaging Policy

View and Change Policy for individual User

Test Custom Messaging Policy

External Acces

Standard Channel

Public Channel in Teams

Private Channel in Teams

Manage Channels from Team Admin Center

Global (Org-wide default) Teams Policy

Custom Teams Policy

Test Custom Teams Policy

Channel Email Integration

External Sharing from Teams

File Upload in Teams

File Management in Teams

File Sharing Link from Teams

External Cloud File Storage Options in File Tab

Enable or Disable External Clouds File Storage Options

Adding Google Drive to Cloud File Storage

Managing Meeting Experience

Configuring Meeting Settings

Meeting Policies

1. General

2. Audio & Video:

3. Recording & Transcription:

4. Content Sharing:

5. Participants & Guests:

Custom Meeting Policies

Teams Federation and External Access

Managing Security and Compliance

Microsoft Teams Admin Roles from Microsoft 365 Admin Portal

Microsoft Teams Admin Roles from Azure Active Directory Portal

Teams Phone System for PSTN

Microsoft Teams PSTN Connectivity Options

Phone System Licensing

Physical Teams Desk Phone

[Lab] Registering Physical Teams Phone

Calling Plan - Managing Microsoft Teams Phone Numbers

[Lab] Buy a Calling Plan from Microsoft 365 Admin Center

[Lab] Assigning and Verifying Phone System License along with Calling Plan

Calling Plan Teams Phone Number Types

[Lab] Acquiring Phone Numbers from Microsoft (Calling Plan)

[Lab] Add Emergency Address

[Lab] Assigning Phone Numbers to User (Calling Plan)

Network Topology for Emergency Calling

[Lab] Configuring Network Topology

Configuring Emergency Calling

[Lab] Manage Emergency Address

[Lab] Manage Location Information Service (LIS) database

[Lab] Create Emergency Calling Policy (Calling Plan, Operator Connect)

[Lab] Create Emergency Routing Calling Policy (Direct Routing)

[Lab] Assigning Emergency Calling Policies to Network Topology

Phone System Policies

Calling Policy

Call Hold Policy (Music on Hold)

Call Park Policy

Caller ID Policy

[Lab] Policy Packages

Inbound Call Blocking at Tenant Level

Inbound Call Blocking Individual User Level

Outbound Call Blocking

Inbound Call Handling Per User Features

Call Delegation

Simultaneous Ringing (Sim Ring)

Call Forwarding

Group Call Pickup

Inbound Call Handling Configurations from Teams Admin Center

[Lab] Teams Cloud Voicemail Configurations

Audio Conferencing in Meeting

[Lab] Configure Licenses for the Audio Conferencing

[Lab] Configure Audio Conferencing

[Lab] User Settings for Audio Conferencing

[Lab] Audio Conferencing Option in a Sample Meeting 753 Dial Plan

Service Country Scoped Dial Plan:

Tenant Scoped Dial Plan

[Lab] Creating Custom Tenant Dial Plan

IVR Solutions with Call Queue

Call Queues

Call Que Routing Methods

Resource Accounts

Auto Attendants

[Lab] Design a Complete Voice IVR Contact Center Application in Microsoft Teams

[Lab] Acquire the Service Phone Number

[Lab] Creating Resource Accounts

[Lab] Assign "Microsoft Teams Phone Resource Account" licenses

[Lab] Creating Call Queues

[Lab] Creating Auto Attendant

[Lab] Channel Based Call Queue

Optimize Network Performance for Teams

Network Readiness

Network Performance

Network Validation Tools

Network Planner

Network Connectivity Test Tool

Network Assessment Tool

VPN Considerations for Teams

Basic Monitoring and Troubleshooting Teams

Azure AD Login Issues

PowerShell User Account Validation

Support Logs from Teams Desktop Client

Teams Media Logs

Teams Desktop Logs

Call Quality Report for individual users

Teams Usage Reports

Transport Relay

Teams Client Devices

Microsoft Teams Room (MTR) Components

Microsoft Teams Rooms License

Microsoft Teams Phones

Microsoft Teams Phones Provisioning

Configuration Profile

SSL Certificates

SSL /TLS Handshake and PKI Infrastructure

Understanding Public CA Signed Certificate

Understanding Self Signed Certificate

Internal or Enterprise CA Signed Certificate

Understanding Components of Certificates

Regular Expressions (RegEx)

Regex101 Tool

Direct Routing

Session Border Controllers (SBCs)

Microsoft Certified SBCs

License Required for Direct Routing

Configuring Direct Routing SBC

[Lab] Add SBC in Microsoft Teams

[Lab] Voice Routes and PSTN Usage Record

[Lab] Voice Routing Policy

[Lab] Enable User for Direct Routing

[Lab] Add Public SRV Records and CNAMEs for Teams Phone System

[Lab] Implement AudioCodes SBC in Azure for Direct Routing

[Lab] Deploy AudioCodes SBC in Azure

[Lab] Set the private IP of SBC as Static Private IP

[Lab] Configure Network Security Group of SBC

Access the Web Interface of AudioCodes SBC

[Lab] Map Public DNS name to Public IP Address of SBC

[Lab] Create Certificate Signing Request from SBC

[Lab] Option 1: Configure the Public SSL Certificate for SBC

[Lab] Option 2: Get Free SSL

[Lab] Upload the Certificates to AudioCodes SBC

[Lab] Configure AudioCodes SBC for Direct Routing using Configuration Wizard

[Lab] Troubleshooting and Debug AudioCodes SBC

[Lab] Simulated Test call

[Lab] Configure Twilio PSTN (Elastic SIP Trunking)

Understanding More about AudioCodes SBC

Initial Configuration

IP Network Configuration

Signaling and Media Configuration

History of Cisco Webex

Webex Teams Client

Spaces

Teams

Meetings

[Lab] Get a Free Webex Org with Developer Sandbox

WebEx Control Hub Overview

Control Hub Deployment Life Cycle

[Lab] Local User Management in Webex Control Hub

[Lab] Domain Verification Manual

[Lab] Domain Verification with Azure AD

Claim the Domain

Synchronise Users to Webex Cloud

[Lab] Cisco Directory Connector

[Lab] Troubleshooting Directory Connector

[Lab] Auto Synchronize Azure Active Directory users into Control Hub

[Lab] Provision on Demand Synchronize Azure Active Directory users into Control Hub

Webex Teams SSO

Process of SSO Login

Metadata File

[Lab] Webex SSO with Azure AD

[Lab] Manually Assign License to the Users

Auto License Assignment

Organization Based License Assignment

Policies and Features

Enabling External Domain Messaging

[Lab] Workspaces

[Lab] Register Cisco DX70 in Cloud

[Lab] Migrate Enterprise Cisco IP Phone to Multiplatform (MPP) Firmware

[Lab] Register Cisco IP Phone in the Webex Cloud

[Lab] Voice Mail Configuration for Webex Calling Devices

Webex Devices

Webex Board Series (55, 70, 85)

Webex Room Series

Webex Room Kit Series

Cisco DX Series (DX70, DX80, Desk Pro)

Cisco Telepresence SX Series (SX10, SX20, SX80)

Video Demonstration: SX10

Webex Share

Webex Calling Architecture

Webex Calling and PSTN Access Methods

Connecting PSTN to a Site

Ordering DID Number from PSTN

Enable location for Webex Calling powered by broadcloudpbx

[Lab] Location Configurations

Enabling Webex Calling powered by broadcloudpbx for Workspace

Enabling Webex Calling powered by broadcloudpbx for User

[Lab] Webex Voice Portal and Voicemail Configurations

Webex Calling Features

[Lab] Design a Complete Voice IVR Contact Center Application in Webex

[Lab] Call Queue

[Lab] Auto Attendant

[Lab] Call Park

[Lab] Call Park Group

[Lab] Call Pickup

[Lab] Hunt Group

[Lab] Single Number Reach (office anywhere)

[Lab] Paging Group

[Lab] Receptionist Client

[Lab] Virtual Extension

[Lab] Voicemail Group

Webex Dial plan

Trunks

Route Groups

Rerouting Mechanisms

[Lab] Deploy vCUBE Router (Cisco C8000V) in Azure

[Lab] License Configuration for vCUBE

[Lab] Integrate vCUBE for Webex Calling and PSTN Interconnect

Add Location in Webex Control Hub

Configure Trunk in Webex Control Hub

Configure Route Group in Webex Control Hub

Create Dial Plan in Webex Control Hub

Configure vCUBE for Webex

Configure vCUBE for PSTN

Set the PSTN Connection for Location Los Angeles Office

Assign PSTN DID Number to Webex User

About the Author

instructors

image not found
A.J
Solution Architect
4.7 (84 reviews)

Professionally, I come from the Collaboration consulting space with 10+ Years of experience in Cisco Collaboration, Contact Center, Virtualization, Cloud. I worked as a TAC Engineer at Cisco Bangalore. Currently working as a UC Solution Architect.

Student Feedback

4.7

5785 Rating
98%
78%
55%
60%
10%

Reviews

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Sotapdi Kunda
55 min ago

Very clean and organized with easy to follow tutorials, Exercises, and solutions. This course does start from the beginning with very little knowledge and gives a great overview of common tools used for data science and progresses into more complex concepts and ideas.

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Samantha
45 min ago

The course is good at explaining very basic intuition of the concepts. It will get you scratching the surface so to say. where this course is unique is the implementation methods are so well defined Thank you to the team !.

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Michell Mariya
30 min ago

This course is amazing..! I started this course as a beginner and learnt a lot. Instructors are great. Query handling can be improved.Overall very happy with the course.

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Overall ratings
image not found
  • Level
    Advanced
  • Lectures
    39 Lectures
  • Duration
    78h 30m 12s
  • Category
    Collaboration
  • Laguage
    English
  • Access
    Full Lifetime
  • Certificate
    Yes
  • Recourse
    Online Treaming