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What will you learn today?

Popular Courses

Webex Contact Center Advanced (WXCCA)

Webex Contact Center Advanced course is designed to provide an in-depth understanding and hands-on expertise in the advanced functionalities of Webex Contact Center. This comprehensive course is tailored for professionals seeking to elevate their skills in the complex aspects of managing and optimizing a contact center environment. 


Before registering for this course, please ensure you can answer the following questions:

  • Name the 3 types of Contact Center users
  • Name the 2 types of Queues used in Webex CC
  • What is the difference between an Entry Point and a Channel?
  • Interfaces used to configure Digital Channels?
  • Name the 2 types of Voice Flows
  • Name 4 CC Profiles and their use
  • Routing Strategies replaced with what?

If you cannot answer these questions, we recommend Administering Webex Contact Center (AWXCC)

Webex Contact Center Advanced course is designed to provide an in-depth understanding and hands-on expertise in the advanced functionalities of Webex Contact Center. This comprehensive course is tailored for professionals seeking to elevate their skills in the complex aspects of managing and optimizing a contact center environment. The students should gain proficiency in the following: 

  • Understand the Integration of Google Dialogflow with Webex Contact Center: Learn how to integrate and utilize Google Dialogflow for enhanced customer interaction and automated responses in the Webex Contact Center.
  • Mastering Webex CC APIs: Gain in-depth knowledge about Webex CC APIs for customizing and enhancing the functionality of the Webex Contact Center.
  • Develop Skills in Advanced Voice Flow Design: Acquire the ability to design and implement complex call flows that cater to various customer interaction scenarios in the Webex Contact Center.
  • Customize Agent and Supervisor Interfaces: Learn techniques for customizing and optimizing the interfaces used by agents and supervisors in the Webex Contact Center for improved efficiency and usability.
  • Expertise in Webex Connect Flow Designer: Develop proficiency in using the Webex Connect Flow Designer to create and manage customer interaction flows.
  • Enhance Customer Experience through Advanced Routing Techniques: Understand and apply advanced routing techniques to direct customer interactions to the most appropriate agents or resources.
  • Implementing Effective Reporting and Analytics: Learn how to implement and utilize reporting and analytics features in Webex Contact Center for performance tracking and decision-making.

Topic: Google Dialogflow

  • Introduction to Dialogflow
    • Overview of Dialogflow and its capabilities
    • Understanding the role of AI in Dialogflow
    • Use cases and applications of virtual agents
  • Setting Up the Environment
    • Creating a Google Cloud account
    • Setting up a Dialogflow project
    • Overview of the Dialogflow console
  • Basic Concepts
    • Understanding Intents, Entities, and Contexts
    • Designing conversational flows
    • Training phrases and responses
  • Building a Basic Agent
    • Creating your first agent
    • Designing simple conversations
    • Testing the agent in the Dialogflow simulator
  • Managing Dialogflow Agents in WxCC
    • Deploying a Virtual Agent in WxCC
    • Integrating the Virtual Agent into the Flow
  • Advanced Dialogflow Features
    • Utilizing contexts for maintaining conversation state  
    • Working with entities for dynamic user input
    • Implementing fulfillment using webhooks  
    • Integrating with external APIs

Discovery 1: Verify the Google CCAI Integration

Discovery 2: Building a Basic Agent

  • Task 1: Logging into DialogFlow 
  • Task 2: Create a new Agent
  • Task 3: Create Intents  
  • Task 4: Create Entities

Discovery 3: Integrate with Webex Contact Center

  • Task 1: Create a new Virtual Agent in WxCC
  • Task 2: Map the Virtual agent to a DialogFlow zip  
  • Task 3: Complete the Dialog Integration

Discovery 4: Advanced functionality

  • Task 1: Using Contexts
  • Task 2: Integrating with an External Database  
  • Task 3: Using the returned data in DialogFlow 
  • Task 4: Webhooks

Discovery 5: Monitoring and Analytics

  • Task 1: Monitoring from Google  
  • Task 2: Monitoring from WxCC


Topic: Webex CC API's

  • Introduction to Webex Contact Center API's
    • Documentation
    • Try it
  • Authentication
    • Apps
    • Test Token
  • Exploring the API's
  • Building a Python script
  • Understanding GraphQL

Discovery 1: Explore the Documentation

Discovery 2: Using Postman

Discovery 3: Create a Python Script using AI

  • Task 1: Use ChatGPT or CoPilot to build a Python Script to Authenticate to Webex Contact Center
  • Task 2: Get a list of Agents
  • Task 3: Add a Queue thru the API
  • Task 4: Get Performance metrics thru the API

Discovery 4: Track a call thru the API

  • Task 1: Create a Python Script to Queury the 4 Historical Databases
  • Task 2: Track a call thru the 4 databases and extract call details


Topic: Advanced Flows

  • Business Rules
  • Querying an external Database  
    • Using APIs for DB query  
    • http to jdbc
  • Pebblebed Expressions  
  • Advanced Activities

Discovery 1: Business Rules

Discovery 2: Query a Database and Parse

Discovery 3: The Recording Activity

Discovery 4: Using Pebble Templates

Discovery 5: Queue to Agent

Discovery 6: Advanced Queue Information

Discovery 7: Escalate Call Distribution


Topic: Customizing the Agent and Supervisor Interface

  • The Desktop Layout  
  • JSON file structure
  • Adding elements to the interface  
  • Enabling Features

Discovery 1: Explore the Defaut Desktop Layout

Discovery 2: Customizing the Agent and Supervisor Layouts

  • Task 1: Download the json file
  • Task 2: Modify the Icon and Header  
  • Task 3: Add a custom Widget
  • Task 4: Enabling Chat between Supervisor and Agent


Topic: Webex Connect Flow Designer

  • Flow Designer Overview
    • Digital Channels review
    • Beyond the Default Flows
    • Branching Logic
    • Using Variables

Discovery 1: Building a Flow

Discovery 2: Business Hours for Digital Channels

Discovery 3: Customizing the Chat Flow


Topic: Digital Channels Bot Builder

  • Digital Channels Overview
    • Digital Channels review
    • Introducing the Bot Builder  
    • Building a Bot
    • Advanced Bot features

Discovery 1: The Bot Builder interface

Discovery 2: Configuring your first Bot

Discovery 3: Building logic into your Bot


Topic: Analyzer Deep Dive

  • Introduction to Webex Contact Center Analyzer
    • Overview and purpose of Contact Center Analyzer
    • Key features and benefits
    • Typical use cases and business applications
  • Getting Started with Contact Center Analyzer
    • Accessing and navigating the Analyzer interface
    • Understanding the dashboard and reporting tools
    • Basic configuration and setup
  • Deep Dive into Reporting Features
    • Overview of available reports
    • Customizing reports for specific needs
    • Understanding data sources and integration points
  • Advanced Data Analysis and Visualization
    • Leveraging advanced filtering and data segmentation  
    • Visualizing data with charts and graphs
    • Best practices for data interpretation

Discovery 1: Login to Customer Journey Analyzer and Review the Default Dashboard Reports

Discovery 2: Customer Journey Analyzer User Interface

Discovery 3: Access Control

Discovery 4: Execute Stock Reports

Discovery 5: Create a Custom Report using a Stock Report

Discovery 6: Create Realtime Contact Report

Discovery 7: Create Realtime Agent Report

Discovery 8: Create Chat Reports with Interval

Discovery 9: Using Formula and Filters

Discovery 10: Enhanced Field Compound Visualization and Drill-down

Each learner must have a PC/laptop with audio/video capability, preferably with the Webex app already installed. At least one PSTN-capable phone (cell phone) is required. Although you will be using Webex Calling for Agent functionality, access to multiple PSTN phones will augment the understanding of the Webex Contact Center environment regarding routing calls to Agents – wherever they may reside. 

  • Learner should have taken AWXCC or CWCCE or have equivalent knowledge.
  • Digital Platform Architects 
  • Voice System Engineers 
  • DevOps teams
  • Operations managers
  • Contact Center solution and training specialists
  • Support/Quality teams
  • Webex Partner systems engineers
  • Anyone with Day-2 responsibilities for Webex Contact Center


4 3995 WXCCA
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Administering and Configuring Amazon Connect (ACAC)

The Administering and Configuring Amazon Connect course is a 4-day, hands-on, instructor-led training intended for administrators, systems engineers, and AWS partners. This lab-intensive course enables learners to implement Amazon Connect as a cloud-native Contact Center. The lab environment emulates a typical deployment and provides each learner with a dedicated instance of Amazon Connect. Learners initially create a stable lab environment by performing basic configuration using approved validation procedures.

Course topics include setting up accounts, navigating the Amazon Connect Dashboard, configuring basic Contact Flows to establish the customer experience, and performing day-to-day operational tasks. The course also includes advanced features that focus on creating custom call queues, defining contact attributes, using Polly and SSML in Contact Flows, and creating a typical Call Center Agent operating environment. Configuring more complex Contact Flows utilizing Lex Bots and Lambda provides experience integrating with other AWS services. Functional testing and problem isolation are featured in the Monitoring, Recording, and Reporting module.

Note: Amazon Connect is not available in all countries; a notable exception includes India.

Upon completion of this course, learners will gain proficiency at performing basic configuration and administration of Connect deployments, including integration with commonly deployed AWS services, such as Lambda, Lex, and Polly.

The Administering and Configuring Amazon Connect (ACAC) course is a 4-day, hands-on, instructor led training intended for administrators, systems engineers, and AWS partners. This lab-intensive course enables learners to implement Amazon Connect as a cloud-native Contact Center. The course contains the following lecture and lab components.


Module 1: Introduction to Amazon Connect and related AWS Services

  • Introducing Amazon Connect
  • Amazon Connect Differentiators, Features, and Benefits
  • Amazon Connect Partners and the AWS ecosystem


Module 2: Instantiating and Configuring the Amazon Connect

  • IAM and Console Access
  • Lab 1: Creating an AWS Account (Instructor Demo)
  • Create an Amazon Connect Instance
  • Lab 2: Creating an Amazon Connect Instance
  • Configuration Components of Amazon Connect
  • The Dashboard Configuration Guide
  • Agent Hierarchies
  • Security Profiles
  • Agent Status and Settings
  • Lab 3: Creating a Basic Configuration for Amazon Connect using the Dashboard


Module 3: Contact Flows

  • Contact Flow Designer
  • Contact Flow Designer – Blocks
  • Building a Basic Inbound Contact Flow (Instructor Demo)
  • Lab 4: Designing Contact Flows
  • Queuing
  • Lab 5: Creating Custom Queue Logic
  • Contact Attributes
  • Lab 6: Using Contact Attributes
  • Amazon Polly and SSML
  • Lab 7: Integrating Amazon Polly and SSML
  • Chat and Contact Flows
  • Lab 8: Configuring Chat in a Contact Flow


Module 4: Advanced Contact Flows

  • Calling on a Lambda Function
  • Lab 9: Invoking a Lambda Function
  • Building a Lex Bot
  • Lab 10: Building a Lex Bot for Chat and Voice


Module 5: Advanced Features

  • Utilizing Agent Workspace by enabling Customer Profiles, Cases, and Views 
  • Building a screen pop using the Connect Streams API
  • Lab 11: Retrieving Data from a Database and Using it in a Contact Flow to Display to the Agent 
  • Queued Callback
  • Lab 12: Implementing Queued Callback


Module 6: Advanced Agent Configurations

  • Quick Connects
  • Lab 13: Configuring the Agent and Agent Interface
  • Monitoring, Barge and Recording Calls and Chats
  • Lab 14: Monitoring, Barge and Recording Agent Interactions with Contacts


Module 7: Contact Lens

  • Contact Lens Overview and Use Cases
  • Configuring Contact Lens
  • Analyzing a Contact Lens Call
  • Creating new Tasks based on Contact Lens Rules
  • Lab 15: Integrating Contact Lens


Module 8: Monitoring Metrics, Reports, and Dashboards in Amazon Connect

  • Real-time Metrics
  • Historical Metrics
  • Lab 16: Monitoring Metrics and Generating Reports


The Administering and Configuring Amazon Connect course contains the following lab activities:

  • Lab 1: Creating an AWS Account (Instructor Demo)
  • Lab 2: Creating an Amazon Connect Instance
  • Lab 3: Creating a Basic Configuration for Amazon Connect using the Dashboard
  • Lab 4: Designing Contact Flows
  • Lab 5: Creating Custom Queue Logic
  • Lab 6: Using Contact Attributes
  • Lab 7: Integrating Amazon Polly and SSML
  • Lab 8: Configuring Chat in a Contact Flow
  • Lab 9: Invoking a Lambda Function
  • Lab 10: Building a Lex Bot for Chat and Voice
  • Lab 11: Retrieving Data from a Database and Using it in a Contact Flow to Display to Agent
  • Lab 12: Implementing Queued Callback
  • Lab 13: Configuring the Agent and Agent Interface
  • Lab 14: Monitoring, Barge and Recording Agent Interactions with Contacts
  • Lab 15: Integrating Contact Lens
  • Lab 16: Monitoring Metrics and Generating Reports 


To be successful, attendees must:

  • Have a telephony device with local call access
  • Have a PC/laptop with Firefox or Chrome and audio/video capability
  • Complete or have equivalent knowledge of AWS-CLD-ESS or AWS-ESS
  • Administrators
  • Systems engineers
  • AWS partners
4 3695 ACAC
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Microsoft Azure Administrator (AZ-104T00)

This course teaches IT Professionals how to manage their Azure subscriptions, secure identities, administer the infrastructure, configure virtual networking, connect Azure and on-premises sites, manage network traffic, implement storage solutions, create and scale virtual machines, implement web apps and containers, back up and share data, and monitor your solution.

Students will learn to:

  • Prerequisites for Azure Administrators
  • Manage identities and governance in Azure
  • Configure and manage virtual networks for Azure administrators
  • Implement and manage storage in Azure


Prerequisites for Azure Administrators:

Learn the basic Azure concepts you need to know as an Azure administrator. Here are the learning paths in the AZ-104

Azure Administrator series.

  • Use Azure Resource Manager:
    • Review Azure Resource Manager benefits
    • Review Azure resource terminology
    • Create resource groups3 min
    • Create Azure Resource Manager locks
    • Reorganize Azure resources3 min
    • Remove resources and resource groups
    • Determine resource limits
  • Introduction to Azure Cloud Shell:
    • What is Azure Cloud Shell?
    • How does Azure Cloud Shell work?
    • When should you use Azure Cloud Shell?
  • Introduction to Bash:
    • What is Bash?
    • Bash fundamentals
    • Bash commands and operators
    • Exercise – Try Bash
    • Exercise – Terminate a misbehaving process
    • Exercise – Use Bash and grep to filter CLI output
  • Introduction to PowerShell:
    • What is PowerShell?
    • Exercise – Run your first PowerShell commands
    • Locate commands
    • Exercise – Locate commands

Manage identities and governance in Azure

Learn how to manage Azure Active Directory objects, role-based access control (RBAC), subscriptions, and governance in Azure. Here are the learning paths in the AZ-104 Azure Administrator series:

  • Understand Microsoft Entra ID:
    • Examine Microsoft Entra ID
    • Compare Microsoft Entra ID and Active Directory Domain Services
    • Examine Microsoft Entra ID as a directory service for cloud apps
    • Compare Microsoft Entra ID P1 and P2 plans
    • Examine Microsoft Entra Domain Services
  • Configure User & Group Accounts:
    • Create user accounts
    • Manage user accounts
    • Create bulk user accounts
    • Create group accounts
    • Create administrative units
  • Configure Subscriptions:
    • Identify Azure regions
    • Implement Azure subscriptions
    • Obtain an Azure subscription
    • Identify Azure subscription usage
    • Implement Microsoft Cost Management
    • Apply resource tagging
    • Apply cost savings
  • Configure Azure Policy:
    • Create management groups
    • Implement Azure policies
    • Create Azure policies
    • Create policy definitions
    • Create an initiative definition
    • Scope the initiative definition
    • Determine compliance
    • Interactive lab simulation
  • Configure role-based access control:
    • Implement role-based access control
    • Create a role definition
    • Create a role assignment
    • Compare Azure roles to Microsoft Entra roles
    • Apply role-based access control
    • Review fundamental Azure RBAC roles
    • Interactive lab simulation
  • Create Azure users and groups in Microsoft Entra ID:
    • What are user accounts in Microsoft Entra ID?
    • Exercise – Add and delete users in Microsoft Entra ID
    • Manage app and resource access by using Microsoft Entra groups
    • Exercise – Assign users to Microsoft Entra groups
    • Collaborate by using guest accounts and Microsoft Entra B2B
    • Exercise – Give guest users access in Microsoft Entra B2B
  • Secure your Azure resources with Azure role-based access control (Azure RBAC):
    • What is Azure RBAC?
    • Knowledge check – What is Azure RBAC?
    • Exercise – List access using Azure RBAC and the Azure portal
    • Exercise – Grant access using Azure RBAC and the Azure portal
    • Exercise – View activity logs for Azure RBAC changes
    • Knowledge check – Using Azure RBAC
  • Allow users to reset their password with Microsoft Entra self-service password reset:
    • What is self-service password reset in Microsoft Entra ID?
    • Implement Microsoft Entra self-service password reset
    • Exercise – Set up self-service password reset
    • Exercise – Customize directory branding

Manage identities and governance in Azure:

Learn how to manage Azure Active Directory objects, role-based access control (RBAC), subscriptions, and governance in Azure. Here are the learning paths in the AZ-104 Azure Administrator series:

  • Understand Microsoft Entra ID:
    • Examine Microsoft Entra ID
    • Compare Microsoft Entra ID and Active Directory Domain Services
    • Examine Microsoft Entra ID as a directory service for cloud apps
    • Compare Microsoft Entra ID P1 and P2 plans
    • Examine Microsoft Entra Domain Services
  • Configure User & Group Accounts:
    • Create user accounts
    • Manage user accounts
    • Create bulk user accounts
    • Create group accounts
    • Create administrative units
  • Configure Subscriptions:
    • Identify Azure regions
    • Implement Azure subscriptions
    • Obtain an Azure subscription
    • Identify Azure subscription usage
    • Implement Microsoft Cost Management
    • Apply resource tagging
    • Apply cost savings
  • Configure Azure Policy:
    • Create management groups
    • Implement Azure policies
    • Create Azure policies
    • Create policy definitions
    • Create an initiative definition
    • Scope the initiative definition
    • Determine compliance
    • Interactive lab simulation
  • Configure role-based access control:
    • Implement role-based access control
    • Create a role definition
    • Create a role assignment
    • Compare Azure roles to Microsoft Entra roles
    • Apply role-based access control
    • Review fundamental Azure RBAC roles
    • Interactive lab simulation
  • Create Azure users and groups in Microsoft Entra ID:
    • What are user accounts in Microsoft Entra ID?
    • Exercise – Add and delete users in Microsoft Entra ID
    • Manage app and resource access by using Microsoft Entra groups
    • Exercise – Assign users to Microsoft Entra groups
    • Collaborate by using guest accounts and Microsoft Entra B2B
    • Exercise – Give guest users access in Microsoft Entra B2B
  • Secure your Azure resources with Azure role-based access control (Azure RBAC):
    • What is Azure RBAC?
    • Knowledge check – What is Azure RBAC?
    • Exercise – List access using Azure RBAC and the Azure portal
    • Exercise – Grant access using Azure RBAC and the Azure portal
    • Exercise – View activity logs for Azure RBAC changes
    • Knowledge check – Using Azure RBAC
  • Allow users to reset their password with Microsoft Entra self-service password reset:
    • What is self-service password reset in Microsoft Entra ID?
    • Implement Microsoft Entra self-service password reset
    • Exercise – Set up self-service password reset
    • Exercise – Customize directory branding

Configure and manage virtual networks for Azure administrators:

Learn how to configure and manage Azure network capabilities like connectivity services, application protection, application delivery, and network monitoring services.

  • Configure Virtual Networks:
    • Plan Virtual Networks
    • Create Subnets
    • Create Virtual Networks
    • Plan IP Addressing
    • Create Public IP Addressing
    • Associate Public IP Addresses
    • Allocate or Assign Private IP Addresses
    • Interactive Lab Simulation
  • Configure Network Security Groups:
    • Implement Network Security Groups
    • Determine Network Security Group Rules
    • Determine Network Security Group Effective Rules
    • Create Network Security Group Rules
    • Implement Application Security Groups
    • Interactive Lab Simulation
  • Configure Azure Virtual Network Peering:
    • Determine Azure Virtual Networks Peering Uses
    • Determine Gateway Transit & Connectivity
    • Create Virtual Network Peering
    • Extend Peering with User-Defined Routes & Service Chaining
    • Interactive Lab Simulation
  • Configure Networking Routing & Endpoints:
    • Review System Routes
    • Identify User-Defined Routes
    • Determine Service Endpoint Uses
    • Determine Service Endpoint Services
    • Identify Private Link Uses
    • Interactive Lab Simulation
  • Configure Azure Load Balancer:
    • Determine Azure Load Balancer uses
    • Implement a public load balancer
    • Implement an internal load balancer
    • Determine load balancer SKUs
    • Create back-end pools
    • Create health probes
    • Create load balancer rules
    • Interactive lab simulation
  • Configure Azure Application Gateway:
    • Implement Azure Application Gateway
    • Determine Azure Application Gateway routing
    • Configure Azure Application Gateway components
  • Design an IP addressing schema for your Azure deployment:
    • Network IP addressing and integration
    • Public and private IP addressing in Azure
    • Plan IP addressing for your networks
    • Exercise – Design and implement IP addressing for Azure virtual networks
    • Distribute your services across Azure virtual networks and integrate them by using virtual network peering:
    • Connect services by using virtual network peering
    • Exercise – Prepare virtual networks for peering by using Azure CLI commands
    • Exercise – Configure virtual network peering connections by using Azure CLI commands
    • Exercise – Verify virtual network peering by using SSH between Azure virtual machines
  • Host your domain on Azure DNS:
    • What is Azure DNS?
    • Configure Azure DNS to host your domain
    • Exercise – Create a DNS zone and an A record by using Azure DNS
    • Dynamically resolve resource name by using alias record
    • Exercise – Create alias records for Azure DNS
  • Manage and control traffic flow in your Azure deployment with routes:
    • Identify routing capabilities of an Azure virtual network
    • Exercise – Create custom routes
    • What is an NVA?
    • Exercise – Create an NVA and virtual machines
    • Exercise – Route traffic through the NVA
  • Improve application scalability and resiliency by using Azure Load Balancer:
    • Azure Load Balancer features and capabilities
    • Configure a public load balancer
    • Exercise – Configure a public load balancer
    • Internal load balancer

Implement and manage storage in Azure:

Learn how to manage storage accounts, data in Azure Storage, and Azure File and Blob storage.

  • Configure storage accounts:
    • Implement Azure Storage
    • Explore Azure Storage services
    • Determine storage account types
    • Determine replication strategies
    • Access storage
    • Secure storage endpoints
  • Configure Azure Blob Storage:
    • Implement Azure Blob Storage
    • Create blob containers
    • Assign blob access tiers
    • Add blob lifecycle management rules
    • Determine blob object replication
    • Upload blobs
    • Determine Blob Storage pricing
    • Interactive lab simulation
  • Configure Azure Storage security:
    • Review Azure Storage security strategies
    • Create shared access signatures
    • Identify URI and SAS parameters
    • Determine Azure Storage encryption
    • Create customer-managed keys
    • Apply Azure Storage security best practices
    • Interactive lab simulation
  • Configure Azure Files and Azure File Sync:
    • Compare storage for file shares and blob data
    • Manage Azure file shares
    • Create file share snapshots
    • Implement soft delete for Azure Files
    • Use Azure Storage Explorer
    • Deploy Azure File Sync
  • Configure Azure Files and Azure File Sync:
    • Compare storage for file shares and blob data
    • Manage Azure file shares
    • Create file share snapshots
    • Implement soft delete for Azure Files
    • Use Azure Storage Explorer
    • Deploy Azure File Sync
  • Create an Azure Storage account:
    • Decide how many storage accounts you need
    • Choose your account settings
    • Choose an account creation tool
    • Exercise – Create a storage account using the Azure portal
    • Create a Storage Account
  • Control access to Azure Storage with shared access signatures:
    • Authorization options for Azure Storage
    • Use shared access signatures to delegate access to Azure Storage
    • Exercise – Use shared access signatures to delegate access to Azure Storage
    • Use stored access policies to delegate access to Azure Storage
    • Exercise – Use stored access policies to delegate access to Azure Storage
  • Upload, download, and manage data with Azure Storage Explorer:
    • Connect Azure Storage Explorer to Azure Data Lake Storage

Deploy and manage Azure compute resources:

Learn how to deploy and configure virtual machines, containers, and Web Apps in Azure. Here are the learning paths in the AZ-104 Azure Administrator series.

  • Configure virtual machines:
    • Review cloud services responsibilities
    • Plan virtual machines
    • Determine virtual machine sizing
    • Determine virtual machine storage
    • Create virtual machines in the Azure portal
    • Connect to virtual machines
    • Interactive lab simulation
  • Configure virtual machine availability:
    • Plan for maintenance and downtime
    • Create availability sets
    • Review update domains and fault domains
    • Review availability zones
    • Compare vertical and horizontal scaling
    • Implement Azure Virtual Machine Scale Sets
    • Create Virtual Machine Scale Sets
    • Implement autoscale
    • Configure autoscale
    • Interactive lab simulation
  • Configure Azure App Service plans:
    • Implement Azure App Service plans
    • Determine Azure App Service plan pricing
    • Scale up and scale out Azure App Service
    • Configure Azure App Service autoscale
  • Configure Azure App Service:
    • Implement Azure App Service
    • Create an app with App Service
    • Explore continuous integration and deployment
    • Create deployment slots
    • Add deployment slots
    • Secure your App Service app
    • Create custom domain names
    • Back up and restore your App Service app
    • Use Azure Application Insights
    • Interactive lab simulation
  • Configure Azure Container Instances:
    • Compare containers to virtual machines
    • Review Azure Container Instances
    • Implement container groups
    • Review Azure Container Apps
    • Interactive lab simulation
  • Manage virtual machines with the Azure CLI:
    • What is the Azure CLI?
    • Exercise – Create a virtual machine
    • Exercise – Test your new virtual machine
    • Exercise – Explore other VM images
    • Exercise – Sizing VMs properly
    • Exercise – Query system and runtime information about the VM
    • Exercise – Start and stop your VM with the Azure CLI
    • Exercise – Install software on your VM
    • Summary and cleanup
  • Create a Windows virtual machine in Azure:
    • Create a Windows virtual machine in Azure
    • Exercise – Create a Windows virtual machine
    • Use RDP to connect to Windows Azure virtual machines
    • Exercise – Connect to a Windows virtual machine using RDP
    • Configure Azure virtual machine network settings
  • Host a web application with Azure App Service:
    • Create a web app in the Azure portal
    • Exercise – Create a web app in the Azure portal
    • Prepare the web application code
    • Exercise – Write code to implement a web application
    • Deploy code to App Service
    • Exercise – Deploy your code to App Service


  • Microsoft Azure Fundamentals: Describe cloud concepts
  • Azure Fundamentals: Describe Azure architecture and services
  • Azure Fundamentals: Describe Azure management and governance


This course is for Azure Administrators. The Azure Administrator implements, manages, and monitors identity, governance, storage, compute, and virtual networks in a cloud environment. The Azure Administrator will provision, size, monitor, and adjust resources as appropriate. Successful Azure Administrators start this role with experience in virtualization, networking, identity, and storage.

  • Understanding of on-premises virtualization technologies, including: VMs, virtual networking, and virtual hard disks.
  • Understanding of network configurations, including TCP/IP, Domain Name System (DNS), virtual private networks (VPNs), firewalls, and encryption technologies.
  • Understanding of Active Directory concepts, including users, groups, and role-based access control.
  • Understanding of resilience and disaster recovery, including backup and restore operations.


4 2495 AZ-104T00
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Implementing and Operating Cisco Enterprise Network Core Technologies (ENCOR)

The Implementing and Operating Cisco Enterprise Network Core Technologies (ENCOR) v1.4 training gives you the knowledge and skills needed to install, configure, operate, and troubleshoot an enterprise network and introduces you to overlay network design by using SD-Access and SD-WAN solutions. You’ll also learn to understand and implement security principles and automation and programmability within an enterprise network. 

After taking this course, you should be able to:



  • Illustrate the hierarchical network design model and architecture using the access, distribution, and core layers
  • Compare and contrast the various hardware and software switching mechanisms and operation, while defining the Ternary Content Addressable Memory (TCAM) and Content Addressable Memory (CAM), along with process switching, fast switching, and Cisco Express Forwarding concepts
  • Troubleshoot Layer 2 connectivity using VLANs and trunking
  • Implementation of redundant switched networks using Spanning Tree Protocol
  • Troubleshooting link aggregation using Etherchannel
  • Describe the features, metrics, and path selection concepts of Enhanced Interior Gateway Routing Protocol (EIGRP)
  • Implementation and optimization of Open Shortest Path First (OSPF)v2 and OSPFv3, including adjacencies, packet types, and areas, summarization, and route filtering for IPv4 and IPv6
  • Implementing External Border Gateway Protocol (EBGP) interdomain routing, path selection, and single and dual-homed networking
  • Implementing network redundancy using protocols including Hot Standby Routing Protocol (HSRP) and Virtual Router Redundancy Protocol (VRRP)
  • Implementing internet connectivity within Enterprise using static and dynamic Network Address Translation (NAT)
  • Describe the virtualization technology of servers, switches, and the various network devices and components
  • Implementing overlay technologies such as Virtual Routing and Forwarding (VRF), Generic Routing Encapsulation (GRE), VPN, and Location Identifier Separation Protocol (LISP)
  • Describe the components and concepts of wireless networking including Radio Frequency (RF) and antenna characteristics, and define the specific wireless standards
  • Describe the various wireless deployment models available, include autonomous Access Point (AP) deployments and cloud-based designs within the centralized Cisco Wireless LAN Controller (WLC) architecture
  • Describe wireless roaming and location services
  • Describe how APs communicate with WLCs to obtain software, configurations, and centralized management
  • Configure and verify Extensible Authentication Protocol (EAP), WebAuth, and Pre-shared Key (PSK) wireless client authentication on a WLC
  • Troubleshoot wireless client connectivity issues using various available tools
  • Troubleshooting Enterprise networks using services such as Network Time Protocol (NTP), Simple Network Management Protocol (SNMP), Cisco Internetwork Operating System (Cisco IOS©_) IP Service Level Agreements (SLAs), NetFlow, and Cisco IOS Embedded Event Manager
  • Explain the use of available network analysis and troubleshooting tools, which include show and debug commands, as well as best practices in troubleshooting
  • Configure secure administrative access for Cisco IOS devices using the Command-Line Interface (CLI) access, Role-Based Access Control (RBAC), Access Control List (ACL), and Secure Shell (SSH), and explore device hardening concepts to secure devices from less secure applications, such as Telnet and HTTP
  • Implement scalable administration using Authentication, Authorization, and Accounting (AAA) and the local database, while exploring the features and benefits
  • Describe the enterprise network security architecture, including the purpose and function of VPNs, content security, logging, endpoint security, personal firewalls, and other security features
  • Explain the purpose, function, features, and workflow of Cisco DNA Center Assurance for Intent-Based Networking, for network visibility, proactive monitoring, and application experience
  • Describe the components and features of the Cisco SD-Access solution, including the nodes, fabric control plane, and data plane, while illustrating the purpose and function of the Virtual Extensible LAN (VXLAN) gateways
  • Define the components and features of Cisco SD-WAN solutions, including the orchestration plane, management plane, control plane, and data plane
  • Describe the concepts, purpose, and features of multicast protocols, including Internet Group Management Protocol (IGMP) v2/v3, Protocol-Independent Multicast (PIM) dense mode/sparse mode, and rendezvous points
  • Describe the concepts and features of Quality of Service (QoS), and describe the need within the enterprise network
  • Explain basic Python components and conditionals with script writing and analysis
  • Describe network programmability protocols such as Network Configuration Protocol (NETCONF) and RESTCONF
  • Describe APIs in Cisco DNA Center and vManage
  • Examining Cisco Enterprise Network Architecture 
  • Exploring Cisco Switching Paths 
  • Implementing Campus LAN Connectivity 
  • Building Redundant Switched Topology 
  • Implementing Layer 2 Port Aggregation 
  • Understanding EIGRP 
  • Implementing OSPF 
  • Optimizing OSPF 
  • Exploring EBGP 
  • Implementing Network Redundancy 
  • Implementing NAT 
  • Introducing Virtualization Protocols and Techniques 
  • Understanding Virtual Private Networks and Interfaces 
  • Understanding Wireless Principles 
  • Examining Wireless Deployment Options 
  • Understanding Wireless Roaming and Location Services 
  • Examining Wireless AP Operation 
  • Implementing Wireless Client Authentication 
  • Troubleshooting Wireless Client Connectivity 
  • Implementing Network Services 
  • Using Network Analysis Tools 
  • Implementing Infrastructure Security 
  • Implementing Secure Access Control 
  • Discovering the Basics of Python Programming 
  • Discovering Network Programmability Protocols 
  • Implementing Layer 2 Port Aggregation 
  • Discovering Multicast Protocols 
  • Understanding QoS 
  • Exploring Enterprise Network Security Architecture 
  • Exploring Automation and Assurance Using Cisco DNA Center 
  • Examining the Cisco SD-Access Solution 
  • Understanding the Working Principles of the Cisco SD-WAN Solution

Lab Outline

  • Investigate the CAM 
  • Analyze Cisco Express Forwarding 
  • Troubleshoot VLAN and Trunk Issues 
  • Tune Spanning Tree Protocol (STP) and Configure Rapid Spanning Tree Protocol (RSTP) 
  • Configure Multiple Spanning Tree Protocol 
  • Troubleshoot EtherChannel 
  • Implement Multi-area OSPF 
  • Implement OSPF Tuning 
  • Apply OSPF Optimization 
  • Implement OSPFv3 
  • Configure and Verify Single-Homed EBGP 
  • Implement Hot Standby Routing Protocol (HSRP) 
  • Configure Virtual Router Redundancy Protocol (VRRP) 
  • Implement NAT 
  • Configure and Verify Virtual Routing and Forwarding (VRF) 
  • Configure and Verify a Generic Routing Encapsulation (GRE) Tunnel 
  • Configure Static Virtual Tunnel Interface (VTI) Point-to-Point Tunnels 
  • Configure Wireless Client Authentication in a Centralized Deployment 
  • Troubleshoot Wireless Client Connectivity Issues 
  • Configure Syslog 
  • Configure and Verify Flexible NetFlow 
  • Configure Cisco IOS Embedded Event Manager (EEM) 
  • Troubleshoot Connectivity and Analyze Traffic with Ping, Trace route, and Debug 
  • Configure and Verify Cisco IP SLAs 
  • Configure Standard and Extended ACLs 
  • Configure Control Plane Policing 
  • Implement Local and Server-Based AAA 
  • Write and Troubleshoot Python Scripts 
  • Explore JavaScript Object Notation (JSON) Objects and Scripts in Python 
  • Use NETCONF Via SSH 
  • Use RESTCONF with Cisco IOS XE Software 

Knowledge and skills you should have before attending this course:



  • Implementation of Enterprise LAN networks
  • Basic understanding of Enterprise routing and wireless connectivity
  • Basic understanding of Python scripting
  • Mid-level network engineers
  • Network administrators
  • Network support technicians
  • Help desk technicians
5 4295 ENCOR
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Implementing and Administering Cisco Solutions (CCNA) v2.2

This training teaches you how to install, operate, configure, and verify a basic IPv4 and IPv6 network, configure network components, such as switches, routers, and wireless local area network (LAN) controllers (WLNs), manage network devices, and identify basic security threats. This training also covers the introduction of AI and machine learning (ML) in network operations.


This Learning Path prepares you for the Cisco Certified Network Associate (200-301 CCNA) v1.1 exam. If passed, you earn your CCNA certification. 


Note this is an eight-day course with five days of instructor-led training, augmented by three days of self-study, which is part of the offering. All eight days are covered in the student guide.

  • Identify the components of a computer network and describe their basic characteristics 
  • Understand the model of host-to-host communication 
  • Describe the features and functions of the Cisco IOS Software 
  • Describe LANs and the role of switches within LANs 
  • Describe Ethernet as the network access layer of transmission control protocol and the internet protocol (TCP/IP) and describe the operation of switches 
  • Install a switch and perform the initial configuration 
  • Describe the TCP/IP internet layer, IPv4, its addressing scheme, and subnetting 
  • Describe the TCP/IP transport layer and application layer 
  • Explore the functions of routing 
  • Implement basic configuration on a Cisco router 
  • Explain host-to-host communications across switches and routers 
  • Identify and resolve common switched network issues and common problems associated with IPv4 addressing 
  • Describe IPv6 main features, addresses and configure and verify basic IPv6 connectivity 
  • Describe the operation, benefits, and limitations of static routing 
  • Describe, implement and verify virtual local area networks (VLANs) and trunks 
  • Describe the application and configuration of inter-VLAN routing 
  • Explain the basics of dynamic routing protocols and describe components and terms of open shortest path first (OSPF) 
  • Explain how spanning tree protocol (STP) and rapid spanning tree protocol (RSTP) work 
  • Configure link aggregation using EtherChannel 
  • Describe the purpose of Layer 3 redundancy protocols 
  • Describe basic wide-area network (WAN) and virtual private network (VPN) concepts 
  • Describe the operation of access control lists (ACLs) and their applications in the network 
  • Configure internet access using dynamic host configuration protocol (DHCP) clients and explain and configure network address translation (NAT) on Cisco routers 
  • Describe the basic quality of service (QoS) concepts 
  • Describe the concepts of wireless networks, which types of wireless networks can be built and how to use WLC 
  • Describe network and device architectures and introduce virtualization 
  • Explain software-defined networks 
  • Configure basic Cisco IOS system monitoring tools 
  • Describe the management of Cisco devices 
  • Describe the current security threat landscape 
  • Describe threat defense technologies 
  • Implement a basic security configuration of the device management plane 
  • Implement basic steps to harden network devices 
  • Discuss the need of network programmability in Enterprise networks, common programmability protocols, and configuration management tools 
  • Describe AI and ML in network operations 


Course Outline:

  • Exploring the Functions of Networking 
  • Introducing the Host-To-Host Communications Model 
  • Operating Cisco IOS Software 
  • Introducing LANs  
  • Exploring the TCP/IP Link Layer 
  • Starting a Switch 
  • Introducing the TCP/IP Internet Layer, IPv4 Addressing, and Subnets 
  • Explaining the TCP/IP Transport Layer and Application Layer  
  • Exploring the Functions of Routing 
  • Configuring a Cisco Router 
  • Exploring the Packet Delivery Process 
  • Troubleshooting a Simple Network 
  • Introducing Basic IPv6 
  • Configuring Static Routing 
  • Implementing VLANs and Trunks 
  • Routing Between VLANs 
  • Introducing OSPF 
  • Building Redundant Switched Topologies 
  • Improving Redundant Switched Topologies with EtherChannel 
  • Explaining the Basics of ACL 
  • Enabling Internet Connectivity 
  • Introducing AI and ML in Network Operations 
  • Introducing System Monitoring 
  • Managing Cisco Devices 
  • Securing Administrative Access 
  • Implementing Device Hardening 
  • Exploring Layer 3 Redundancy  
  • Introducing WAN Technologies 
  • Introducing QoS 
  • Explaining Wireless Fundamentals 
  • Introducing Architectures and Virtualization 
  • Explaining Software-Defined Networking 
  • Introducing Network Programmability 
  • Examining the Security Threat Landscape 
  • Implementing Threat Defense Technologies 

Lab Outline:

  • Get Started with Cisco CLI 
  • Observe How a Switch Operates 
  • Perform Basic Switch Configuration 
  • Inspect TCP/IP Applications 
  • Configure an Interface on a Cisco Router 
  • Configure and Verify Layer 2 Discovery Protocols 
  • Configure Default Gateway 
  • Explore Packet Forwarding 
  • Troubleshoot Switch Media and Port Issues  
  • Troubleshoot Port Duplex Issues 
  • Configure Basic IPv6 Connectivity 
  • Configure and Verify IPv4 Static Routes 
  • Configure IPv6 Static Routes 
  • Configure VLANs and Trunks 
  • Configure Inter-VLAN Routing 
  • Configure and Verify Single-Area OSPF 
  • Configure and Verify EtherChannel 
  • Configure and Verify IPv4 ACLs 
  • Configure a Provider-Assigned IPv4 Address 
  • Configure Static NAT 
  • Configure Dynamic NAT and PAT 
  • Configure and Verify NTP 
  • Create the Cisco IOS Image Backup 
  • Upgrade Cisco IOS Image 
  • Secure Console and Remote Access 
  • Enable and Limit Remote Access Connectivity 
  • Configure and Verify Port Security 


The knowledge and skills you are expected to have before attending this training are: 

  • Basic computer literacy 
  • Basic PC operating system navigation skills 
  • Basic internet usage skills 
  • Basic IP address knowledge 


Who Should Attend:

  • Entry-level Network Engineers 
  • Entry-level Network Administrators 
  • Entry-level Network Support Technicians 
  • Entry-level Help Desk Technicians 


5 4195 CCNA
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SISE - Popular Course

Implementing and Configuring Cisco Identity Services Engine (SISE)

The Implementing and Configuring Cisco Identity Services Engine (SISE) v4.0 course teaches you to deploy and use Cisco© Identity Services Engine (ISE) v3.x, an identity, and access control policy platform that simplifies the delivery of consistent, highly secure access control across wired, wireless, and VPN connections. This hands-on course provides you with the knowledge and skills to implement and apply Cisco ISE capabilities to support use cases for Zero Trust security posture. These use cases include tasks such as policy enforcement, profiling services, web authentication, guest access services, BYOD, endpoint compliance services, and Terminal Access Controller Access Control Server (TACACS+) device administration.



 



Through hands-on practice via lab exercises, you will learn how to use Cisco ISE to gain visibility into what is happening in your network, streamline security policy management, and contribute to operational efficiency. This course helps you prepare to take the Implementing and Configuring Cisco Identity Services Engine (300-715 SISE) exam, which leads to CCNP© Security and the Cisco Certified Specialist – Security Identity Management Implementation certifications.

After taking this course, you should be able to:



  • Describe the Cisco Identity Services Engine (ISE)
  • Explain Cisco ISE deployment
  • Describe Cisco ISE policy enforcement components
  • Describe Cisco ISE policy configuration
  • Troubleshoot Cisco ISE policy and third-party Network Access Device (NAD) support
  • Configure guest access
  • Configure hotspots and guest portals
  • Describe the Cisco ISE profiler services
  • Describe profiling best practices and reporting
  • Configure a Cisco ISE BYOD solution
  • Configure endpoint compliance
  • Configure client posture services
  • Configure Cisco ISE device administration
  • Describe Cisco ISE TrustSec configurations
  • Introducing Cisco ISE Architecture
  • Introducing Cisco ISE Deployment
  • Introducing Cisco ISE Policy Enforcement Components
  • Introducing Cisco ISE Policy Configuration
  • Troubleshooting Cisco ISE Policy and Third-Party NAD Support
  • Introducing Web Authentication and Guest Services
  • Configuring Hotspots and Guest Portals
  • Introducing the Cisco ISE Profiler
  • Introducing Profiling Best Practices and Reporting
  • Configuring Cisco ISE BYOD
  • Introducing Cisco ISE Endpoint Compliance Services
  • Configuring Client Posture Services and Compliance
  • Working With Network Access Devices
  • Exploring Cisco TrustSec


Lab Outline



  • Configure Initial Cisco ISE Setup and System Certificate Usage
  • Integrate Cisco ISE with Active Directory
  • Configure Cisco ISE Policy for MAC Authentication Bypass (MAB)
  • Configure Cisco ISE Policy for 802.1X
  • Configure Guest Access
  • Configure Hotspot and Self-Registered Guest Access
  • Configure Sponsor-Approved and Fully Sponsored Guest Access
  • Create Guest Reports
  • Configure Profiling
  • Customize the Cisco ISE Profiling Configuration
  • Create Cisco ISE Profiling Reports
  • Configure BYOD
  • Manage a Lost or Stolen BYOD Device
  • Configure Cisco ISE Compliance Services
  • Configure Client Provisioning
  • Configure Posture Policies
  • Test and Monitor Compliance-Based Access
  • Configure Cisco ISE for Basic Device Administration
  • Configure Cisco ISE Command Authorization
  • Configure Cisco TrustSec

To fully benefit from this course, you should have the following knowledge:



  • Familiarity with the Cisco IOS©_ Software Command-Line Interface (CLI) for wired and wireless devices
  • Familiarity with Cisco AnyConnect©_ Secure Mobility Client
  • Familiarity with Microsoft Windows operating systems
  • Familiarity with 802.1X


Recommended Cisco offerings that may help you meet these prerequisites:



  • Cisco CCNP Security Certification training
  • Network security engineers
  • Network security architects
  • ISE administrators
  • Senior Security Operations Center (SOC) personnel responsible for Incidence Response
  • Cisco integrators and partners
5 4295 SISE
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Al Security Fundamentals: Threats, Controls & Red Teaming

  • 01/28/2026
  • 12:00pm - 1:00pm Eastern

Al systems like ChatGPT and Copilot are now critical enterprise tools, but they introduce entirely new security risk like jailbreaking, prompt injection, and model extraction that traditional cybersecurity doesn’t address. This Tech Talk session teaches you the three layers of Al architecture, real-world attack techniques, practical security controls, and hands-on red teaming methods to find vulnerabilities before attackers do. Whether you’re deploying enterprise Al or building governance frameworks, you’ll leave with actionable knowledge to secure Al systems across your organization.

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