4431 Objective courses delivered Online

Duration 5 Days 30 CPD hours This course is intended for Channel Partner/Reseller Customer Employee Overview Course Objectives Identify the basic components and operations of the Unified CCE solution. Configure and script a basic UCCE CVP deployment. Perform the ICM configuration tasks required to support basic agent functionality. Build and test a basic ICM script utilizing microapps. Configure and script UCCE to support reporting requirements, precision queuing and RONA. Identify how to successfully deploy the CVP VXML component in a Unified CCE solution. Generate basic reports using Cisco Unified IC. The Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1) v2.0 is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with Day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course describes 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. Course Outline Module 1: Cisco Unified Contact Center Enterprise v10 Foundations Module 2: UCCE Configuration and Scripting Module 3: Unified CCE Inbound Agent Considerations Module 4: Unified CCE IVR/VRU Functionality Module 5: Additional UCCE Considerations Module 6: VXML Implementation Module 7: Cisco Unified Intelligence Center Reporting

The aim of this programme is to help attendees create better quality technical documents in an organised and efficient manner. It will give those new to the topic an appreciation of how to approach the task professionally whilst those with more experience will be able to refresh and refine their skills. The programme comprises three complementary one-day modules: The programme presents a structured methodology for creating technical documents and provides a range of practical techniques that help delegates put principles into practice. Although not essential, it is strongly advised that delegates for modules 2 and 3 have already attended module 1, or another equivalent course. Note: the content of each module as shown here is purely indicative and can be adapted to suit your particular requirements. This course will: Explain the qualities and benefits of well written technical documents Present a structured approach for producing technical documents Review the essential skills of effective technical writing Demonstrate practical methods to help create better documents Provide tools and techniques for specification and report writing Review how technical documents should be issued and controlled Note: the content of each module as shown here is purely indicative and can be adapted to suit your particular requirements. Module 1: Essential skills for technical writers 1 Introduction to the programme Aims and objectives of the module Introductions and interests of participants 2 Creating effective technical documents What is technical writing? how does it differ from other writing? Key qualities of an effective technical document Communication essentials and the challenges faced by technical writers The lessons of experience: how the best writers write The five key steps : prepare - organise - write - edit - release (POWER) 3 Preparing to write Defining the document aims and objectives; choosing the title Understanding technical readers and their needs Getting organised; planning and managing the process Integrating technical and commercial elements The role of intellectual property rights (IPR), eg, copyright 4 Organising the content The vital role of structure in technical documents Deciding what to include and how to organise the information Categorising information: introductory, key and supporting Tools and techniques for scoping and structuring the document Creating and using document templates - pro's and con's 5 Writing the document Avoiding 'blinding them with science': the qualities of clear writing Problem words and words that confuse; building and using a glossary Using sentence structure and punctuation to best effect Understanding the impact of style, format and appearance Avoiding common causes of ambiguity; being concise and ensuring clarity Using diagrams and other graphics; avoiding potential pitfalls 6 Editing and releasing the document Why editing is difficult; developing a personal editing strategy Some useful editing tools and techniques Key requirements for document issue and control Module 2: Creating better specifications 1 Introduction Aims and objectives of the day Introductions and interests of participants The 'POWER' writing process for specifications 2 Creating better specifications The role and characteristics of an effective specification Specifications and contracts; the legal role of specifications Deciding how to specify; understanding functional and design requirements Developing the specification design; applying the principles of BS 7373 Getting organised: the key stages in compiling an effective specification 3 Preparing to write a specification Defining the scope of the specification; deciding what to include and what not Scoping techniques: scope maps, check lists, structured brainstorming The why/what/how pyramid; establishing and understanding requirements Clarifying priorities; separating needs and desires: the MoSCoW method Useful quantitative techniques: cost benefit analysis, QFD, Pareto analysis Dealing with requirements that are difficult to quantify 4 Organising the content The role of structure in specifications Typical contents and layout for a specification What goes where: introductory, key and supporting sections Creating and using model forms: the sections and sub sections Detailed contents of each sub-section Exercise: applying the tools and techniques 5 Writing the specification Identifying and understanding the specification reader Key words: will, shall, must; building and using a glossary Writing performance targets that are clear and unambiguous Choosing and using graphics Exercise: writing a specification 6 Editing and releasing the document Key editing issues for specifications Issue and control of specifications Module 3: Writing better reports 1 Introduction Aims and objectives of the day Introductions and interests of participants The 'POWER' technical writing process for technical reports 2 Creating better reports What is a technical report? types and formats of report The role and characteristics of an effective technical report Understanding technical report readers and their needs The commercial role and impact of technical reports Getting organised: the key stages in compiling a technical report 3 Preparing to write reports Agreeing the terms of reference; defining aims and objectives Being clear about constraints; defining what is not to be included Legal aspects and intellectual property rights (IPR) for reports Preparing the ground; gathering information and reference documents Keeping track of information: note making, cataloguing and cross referencing Tools and techniques for developing a valid and convincing argument 4 Organising the content The role of structure reviewed; some typical report structures Who needs what: identifying the varied needs of the readership What goes where: introductory, key and supporting sections Creating and using model forms: the sections and sub sections Detailed contents of each sub-section Exercise: applying the tools and techniques 5 Writing the report Planning the storyline: the report as a journey in understanding Recognising assumptions about the reader; what they do and don't know Converting complex concepts into understandable statements Presenting technical data and its analysis; the role of graphics Presenting the case simply whilst maintaining technical integrity Exercise: writing a technical report 6 Editing and releasing the report Key editing issues for technical reports Issue and control of technical reports

Duration 3 Days 18 CPD hours This course is intended for Developers Architects Administrators Overview By the end of the course, you should be able to meet the following objectives: Install and configure RabbitMQ Activate and use plugins such as the web management console Implement messaging patterns and applications using the Java client Set up a cluster of RabbitMQ nodes Configure high availability appropriately Tune and optimize RabbitMQ for better performance Secure RabbitMQ This intensive instructor-led course in RabbitMQ provides a deep dive into how to install, configure, and develop applications which leverage RabbitMQ messaging. The course begins with RabbitMQ installation and general configuration. It continues with developing messaging applications using the Java APIs, and delves into more advanced topics including clustering, high availability, performance, and security. Modules are accompanied by lab exercises that provide hands-on experience Introduction to Spring Essentials Kubernetes Overview BOSH Introduction Deploy, Patch & Upgrade Deploy a simple release Inside the VM Persistent Disks Patch the OS Upgrade Nginx Entry Point Set up a jumpbox Platform Infrastructure Pave the IaaS Deploy ops manager Deploy BOSH director Containerized Workloads Deploy Pivotal Container Service Provision a Kubernetes Cluster Harbor Container Registry Application Deployment Helm Advanced BOSH Deploy a distributed system Deploy Concourse CredHub Troubleshooting Concourse Deployment Concourse Day 2 Operations

Duration 2 Days 12 CPD hours This course is intended for The primary audiences for the course are as follows: Cisco customers ? Contact Center Management, Contact Center Supervisors and Customer technical personnel Cisco technology partners Cisco employees Overview Upon completing this course, the learner will be able to meet these overall objectives: Provide a comprehensive overview of Cisco Unified Intelligence Center Describe reporting concepts and capabilities and features of Cisco Unified Intelligence Center reports Provide a detailed description and labs of how to modify reports from normal data sources (Cisco Unified CCE and Cisco Unified CVP) by customizing reports using various methods. (i.e. creating thresholds, show/hide columns, charts and more) The Cisco Unified Intelligence Center 11.6 for End Users (CUIC11.6EU v1.1) course is a two-day instructor-led training (ILT) course. Cisco Unified Intelligence Center is a comprehensive, end-to-end reporting solution, designed to make the task of creating and modifying reports easier on the customer and, at the same time, to present a consistent user interface and a common tool to access varied data across multiple Cisco product families. Cisco Unified Intelligence Center Overview Introducing Cisco Unified Intelligence Center What Contact Center products use CUIC for reporting Cisco Unified Intelligence Center Administration and Security The End User and CUIC Security Running and Modifying CUIC Reports Running Cisco Unified Intelligence Center Reports Using Permalinks Help Dashboards Modifying a CUIC Stock Report Cisco Unified Intelligence Center Dashboards Understanding Cisco Unified CCE Key Concepts Creating a New Cisco Unified Intelligence Center Report

Duration 5 Days 30 CPD hours This course is intended for Channel Partner/Reseller Customer Employee Overview Upon completing this course, the learner will be able to meet these overall objectives: Demonstrate advanced proficiency with add / move / change of the ACD / PBX (agent / skill) environment of UCCE. Demonstrate advanced proficiency with add / move / change of the IVR (prompt / collect) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting). Demonstrate effective use of system tools to track and troubleshoot a call within a call flow. The Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) v2.0 is a 5 day instructor-led course presented by training partners to 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. 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 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. Course Outline Module 1: Cisco Unified Contact Center Enterprise v10 Overview Module 2: CCE Config and Scripting Module 3: CCE (ICM) Advanced Scripting Module 4: Advanced VXML Functionality Module 5: Supporting CCE

Duration 2 Days 12 CPD hours This course is intended for Operators and application owners who are responsible for deploying and managing policies for multiple Kubernetes clusters across on-premises and public cloud environments. Overview By the end of the course, you should be able to meet the following objectives: Describe the VMware Tanzu Mission Control architecture Configure user and group access Create access, image registry, network, security, quota, and custom policies Connect your on-premises vSphere with Tanzu Supervisor cluster to VMware Tanzu Mission Control Create, manage, and backup Tanzu Kubernetes clusters Perform cluster inspections Monitor and secure Kubernetes environments During this two-day course, you focus on using VMware Tanzu© Mission Control? to provision and manage Kubernetes clusters. The course covers how to apply access, image registry, network, security, quota, and custom policies to Kubernetes environments. For cluster provisioning and management, the course focuses on deploying, upgrading, backing up and monitoring Kubernetes clusters on VMware vSphere© with Tanzu. Given the abstractions of VMware Tanzu Mission Control, the learnings should be transferrable to public cloud. Introducing VMware Tanzu Mission Control VMware Tanzu Mission Control Accessing VMware Tanzu Mission Control VMware Cloud? services access control VMware Tanzu Mission Control architecture Cluster Management Attached clusters Management clusters Provisioned clusters Cluster inspections Data protection VMware Tanzu© Observability? by Wavefront VMware Tanzu© Service Mesh? Policy Management Policy management Access policies Image registry policies Network policies Security policies Quota policies Custom policies Policy insights

Duration 1 Days 6 CPD hours This course is intended for This course is designed for managers, supervisors, team leaders, or anyone who leads meetings as part of their job and wants to learn how to become a more effective meeting facilitator. Overview Build a foundation for a successful meeting. Prepare for a meeting. Set the stage for a meeting. Facilitate a meeting. Facilitate a specialized meeting Effective facilitators know how to take charge of meetings and lead groups toward successfully completing their work objectives. In this course, you will strategically plan meetings and create formal agendas, lead groups to generate new ideas through brainstorming events, and help people work through facilitated difficult sessions. You will also further develop your facilitation skills by leading virtual meetings and even moderating international sessions. Private classes on this topic are available. We can address your organization?s issues, time constraints, and save you money, too. Contact us to find out how. Lesson 1: Building a Foundation for Successful Meetings Topic A: Identify Types of Meetings Topic B: Identify Attributes of Strong Meeting Leaders Lesson 2: Preparing for a Meeting Topic A: Clarify the Purpose of the Meeting Topic B: Identify Participants Topic C: Plan Meeting Logistics Topic D: Create an Agenda Lesson 3: Setting the Stage for a Meeting Topic A: Establish a Meeting Climate Topic B: Resolve Challenging Situations Lesson 4: Facilitating a Meeting Topic A: Lead a Meeting Topic B: Make Sound Decisions Topic C: Publish Meeting Minutes Topic D: Close a Meeting Lesson 5: Facilitating Specialized Meetings Topic A: Manage a Brainstorming Session Topic B: Manage a Virtual Meeting Topic C: Manage an International Meeting

Duration 1 Days 6 CPD hours We?ve all met that dynamic, charismatic person that just has a way with others, and has a way of being remembered. This workshop will help participants work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations. 1 - Getting Started Icebreaker Housekeeping Items The Parking Lot Workshop Objectives 2 - Verbal Communication Skills Listening and Hearing: They Aren?t the Same Thing Asking Questions Communicating with Power 3 - Non-Verbal Communication Skills Body Language The Signals You Send to Others It?s Not What You Say, It?s How You Say It 4 - Making Small Talk and Moving Beyond The Four Levels of Conversation 5 - Moving the Conversation Along Asking for Examples Using Repetition Using Summary Questions Asking for Clarity and Completeness 6 - Remembering Names Creating a Powerful Introduction Using Mnemonics Uh-Oh?I?ve Forgotten Your Name 7 - Influencing Skills Seeing the Other Side Building a Bridge Giving In Without Giving Up 8 - Bringing People to Your Side A Dash of Emotion Plenty of Facts Bringing It All Together 9 - Sharing Your Opinion Using I-Messages Disagreeing Constructively Building Consensus 10 - Negotiation Basics Preparation Opening Bargaining Closing 11 - Making An Impact Creating a Powerful First Impression Assessing a Situation Being Zealous without Being Offensive 12 - Wrapping Up Words from the Wise Review of Parking Lot Lessons Learned Completion of Action Plans and Evaluations

Duration 1 Days 6 CPD hours This course is intended for This course is for anyone who finds themselves needing to improve their negotiating skills in the workplace. Overview Develop the skills necessary for successful negotiation. Identify key negotiation concepts and strategies. Learn the key elements in preparing for negotiation to help ensure success. Develop a BATNA (Best Alternative to a Negotiated Agreement) before starting negotiation. Identify what we bring to the negotiation table that could get in the way of successful negotiation. Generate options to getting to a shared agreement Prepare for and practice negotiating in a safe environment Being able to negotiate well is critical for any project professional. You need to clarify what you hope to gain from negotiating, as well as understand the other side?s objectives to reach a mutually beneficial result. This course provides essential tips on how to prepare for negotiation, including managing emotions and understanding what all parties contribute to the process. You will also learn the difference between positions and interests and how to bargain to generate options to find the win-win. The course provides an opportunity to apply concepts taught to a real-life situation and to practice negotiating in a safe environment. Note: This course will earn you 7 PDUs. 1 - Negotiation Overview Negotiation defined Negotiation strategies 3 Negotiation approaches Negotiation Process 2 - Preparing your Negotiation Mindset Mental models Personal values Forms of power Managing emotions Identifying your personal hot buttons Cooling down techniques 3 - Prepare for Negotiation Determine if negotiation is your best path Determine negotiation goal Collect relevant information Identify your BATNA Identify your interests under your position Build an effective environment Prepare your opening statements 4 - Negotiation Tips to Remember Before you Begin Negotiating Present your opening statement Exchange information - identify interests Bargain and generate options for mutual gain Finalize agreement & conclude negotiation Overcoming negotiation challenges

Duration 5 Days 30 CPD hours This course is intended for The primary audience for this course is as follows: Network Engineers Technicians Overview Upon completing this course, the learner should be able to meet these overall objectives: Fundamental network management concepts and introduce the features of Cisco Prime Infrastructure Manage the inventory with Cisco Prime Infrastructure Map the network using the tools in Cisco Prime Infrastructure Manage user access to tasks, functions, and devices in Cisco Prime Infrastructure Manage the devices and configuration archive in Cisco Prime Infrastructure Work with Cisco AVC, QoS, and Cisco IWAN services using Cisco Prime Infrastructure tools and deploy Cisco TrustSec identity services using Cisco Prime Infrastructure Monitor and troubleshoot your network with Cisco Prime Infrastructure Perform system administration tasks in Cisco Prime Infrastructure In this Cisco Prime Infrastructure training course, you will learn how to design, deploy, operate, and optimize enterprise networks with the Cisco Prime Infrastructure solution (PI). Cisco Prime Infrastructure is part of a Unified Access solution that converges traditional wired and wireless networks into a single network management tool. The Managing Enterprise Networks labs put you in a realistic customer scenario and let you practice what you learned using Cisco Prime Infrastructure 3.7. This MENPI training course?s network management perspective has a heavier lean to the wired side of the network management. We suggest students have a working understanding of networks and networking terminology with regards to CCNA Routing and Switching. Course Outline Module 1: Cisco Prime Infrastructure Overview Module 2: Inventory Management Module 3: Map the Network Module 4: Role-Based Access Control Module 5: Configuration Management Module 6: Compliance Management Module 7: Services Management Module 8: Monitor and Troubleshoot Module 9: System Administration