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Popular Courses
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
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
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.
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
FREE CCNA Exam Voucher Included!
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) v2.2 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
The Implementing and Configuring Cisco Identity Services Engine (SISE v5.0) training teaches you to deploy, configure, and operate Cisco® Identity Services Engine (ISE) as the central platform for identity-based access control. Learning begins with the core architecture and installation and progresses through network access control, identity stores, policy design, and day-to-day operations. You will learn how to configure authentication and authorization policies, create scalable guest onboarding workflows, integrate network devices, and apply identity-based access decisions across wired and wireless environments. It also covers endpoint profiling, posture assessment, Terminal Access Controller Access Control Server (TACACS+) device administration, TrustSec concepts, certificate management, lifecycle operations, and advanced administration practices. The labs provide you with practical experience in Cisco ISE personas, certificate-based authentication, TEAP (EAP Chaining), Bring Your Own Device (BYOD) onboarding, device profiling, guest services, and policy enforcement in real-world environments. A wide range of use cases are covered, including 802.1X, MAB, and certificate provisioning. As a result of this training, you will be able to design, implement, and operate a Cisco ISE deployment that meets modern enterprise requirements for identity, security, visibility, and access control.
This training prepares you for 300-715 SISE v1.1 exam. If passed, you earn the Cisco Certified Specialist – Security Identity Management Implementation certification and satisfy the concentration exam requirement for the Cisco Certified Network Professional (CCNP) Security certification. This training also earns you 32 Continuing Education (CE) credits toward recertification.
- Describe how Cisco ISE fits into contemporary network security architectures and the main functions, design motivations, and common use cases
- Examine the functional roles of Cisco ISE node personas, supported deployment models, licensing considerations, and their implications for design planning and scalability decisions
- Implement the installation workflows, platform requirements, and initial setup steps for deploying Cisco ISE on supported virtual and hardware platforms
- Evaluate the principles, message flow, and authorization outcomes of 802.1X-based network access, and Cisco ISE’s contribution to the security of wired and wireless connections with identity-based controls
- Describe how MAB works, including its fallback behavior, flow sequence, and policy application within Cisco ISE, and how MAB provides access to non-802.1X-compatible devices
- Establish the role of NADs in Cisco ISE authentication workflows, and provide an outline of the steps required to add, configure, and validate NADs within Cisco ISE to ensure secure policy enforcement
- Discuss the role of internal and external identity sources in Cisco ISE, how user and device identities are managed, and how certificates are used for identity-based authentication
- Evaluate how to configure Cisco ISE to integrate with Active Directory and LDAP, and outline the key settings and connectivity requirements needed to support external user authentication
- Interpret how Cisco ISE selects identity sources during authentication and the logic and conditions that determine identity store sequences, fallback behavior, and identity normalization techniques
- Discuss the structure and purpose of policy sets in Cisco ISE, including how global and local constructs interact, how policy sets are matched and evaluated, and how authentication and authorization logic is organized within each policy set
- Identify how Cisco ISE evaluates authentication policies using rule conditions, identity store sequences, and dictionaries, as well as how behavior is applied when no rules match
- Interpret how Cisco ISE applies authorization policies following authentication, including how rules are constructed using Conditions Studio and matched against user and device attributes to apply appropriate access profiles
- Analyze Cisco ISE policies based on logs, RADIUS flow data, and session context to resolve authentication and authorization issues across different access scenarios
- Analyze how Cisco ISE provides web-based guest access using CWA, and distinguish between hotspot, self-registration, and sponsored access flows
- Establish global guest settings in Cisco ISE to define account lifecycle behavior, credential policies, communication methods, and access types for guests across supported onboarding processes
- Configure Cisco ISE guest portals to support different access flows, manage account lifecycles, and implement deployment models that are consistent with organizational policies and scalability requirements
- Set up sponsor-drive guest access in Cisco ISE via access roles, linking guest types to sponsor groups, and customizing portal behavior to support account creation and approval
- Establish a clear understanding of Cisco ISE’s roles in secure and scalable BYOD access: its enterprise use cases, deployment models, policy-based control strategies, key components, Cisco ISE-specific capabilities, and onboarding designs such as single and dual SSIDs for seamless personal device integration into the network
- Configure Cisco ISE to deliver supplicants, issue certificates, and enforce policies as part of a complete BYOD onboarding pipeline
- Operate post-onboarding workflows using the My Device Portal, including revocation of certificates and device de-registration for lost or stolen endpoints
- Explain how Cisco ISE uses profiling to identify endpoints by taking advantage of classification logic, profiler components, data flows, and feed services to provide the foundation for advanced profiling and policy enforcement
- Analyze how Cisco ISE collects endpoint data using built-in probes, device sensors, and pxGrid enrichment, and how each method contributes to the accuracy and coverage of profiling
- Analyze how the profiling policies in Cisco ISE classify endpoints based on collection attributes, and how logical profiles are created and applied to support the decision-making process for determining access based on identity
- Design scalable profiling solutions by aligning design principles, probe selection, and NAD integration with diverse network environments
- Maintain visibility of profiling through dashboards and reporting tools, and improve deployment efficiency through optimization techniques
- Apply foundational understanding of Cisco ISE posture services, including agent types, flow logic, operational modes, and use cases
- Implement Cisco ISE to deliver posture agents and related resources to endpoints by configuring update services, portals, and delivery policies
- Administer Cisco ISE policies to ensure secure and compliant network access
- Test compliance-based access enforcement by simulating a variety of endpoint scenarios using Cisco AnyConnect
- Assess session behavior, interpret posture outcomes, and analyze reporting tools to confirm the effectiveness of posture policy application and remediation
- Examine Cisco ISE’s use of TACACS+ for securing administrative access, including key AAA concepts and a comparison with RADIUS to illustrate centralized authentication and authorization
- Set up Cisco ISE for TACACS+ based device administration by configuring policy elements such as command sets, profiles, and policy sets
- Onboard network devices, define access permissions, and set up authentication and authorization rules to control administrator access
- Implement advanced TACACS+ authorization logic, implement administrator command access, and implement scalable deployments using proven design guidelines
- Compare Cisco’s TrustSec core architecture, operation, and design considerations, including its enhancements and planning prerequisites for enterprise deployment
- Configure Cisco TrustSec segmentation in Cisco ISE, including SGT classification, SXP propagation, and tag-based policy enforcement
- Interpret how to operationalize Cisco ISE through system maintenance, backup/restore procedures, certificate management, and structured upgrades in production environments
- Cisco ISE Evolution, Foundation, and Role
- Architecture and Design
- Cisco ISE Installation and Initial Config
- 802.1X in Cisco ISE
- MAB in Cisco ISE
- Network Device Integration with Cisco ISE
- Identity Sources and Authentication Types
- Active Directory and LDAP Integration
- Identity Selection and Resolution Logic
- Cisco ISE Policy Framework
- Authentication Policies
- Authorization Policies
- Troubleshoot Policies and Sessions
- Guest Access Overview
- Guest Access Policies and Settings
- Guest Portals and Lifecycle Operations
- Sponsor Portals
- BYOD Architecture and Use Cases
- BYOD Onboarding with Native Supplicant Provisioning
- BYOD Lifecycle Operations
- Profiling Architecture and Capabilities
- Probes and Data Collection
- Profile Policies and Authorization
- Profile Monitoring and Design
- Posture Service Flow and Agents
- Posture Updates and Client Provisioning
- Posture Policies and Compliance-Based Access
- Posture Testing and Monitoring
- AAA and TACACS+
- TACACS+ Device Administration
- TACACS+ Command Authorization
- Cisco TrustSec Overview
- Cisco TrustSec in Cisco ISE
- Cisco ISE Administration
Lab Outline
- Explore the Initial Cisco ISE Configuration, GUI and System Certificate
- Configure Network Device Groups and Network Devices
- Integrate Cisco ISE with Active Directory
- Configure MAB
- Configure Wired 802.1X
- Configure Wireless 802.1X and Optional Wired EAP-TLS and TEAP
- Troubleshoot Cisco ISE 8021.X Configuration Errors
- Configure Hotspot Guest Access
- Configure Sponsored Guest Access
- Configure BYOD
- Manage BYOD Devices
- Configure Profiling
- Configure Authorization Policy Rules and Run Profiler Reports
- Configure Posture Preparations and Client Provisioning
- Configure Posturing and Reporting
- Configure TACACS+ Basic Device Administration
- Configure TACACS+ Command Authorization
- Configure Cisco TrustSec
- Configure Secure Syslog with TLS v1.3 and Install Cisco ISE Patch
There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:
- Familiarity with the Cisco IOS® Command-Line Interface (CLI) for wired and wireless network devices
- Familiarity with Cisco Secure Client
- Familiarity with Microsoft Windows operating systems
- Familiarity with 802.1X
These skills can be found in the following Cisco Learning Offering:
- Implementing and Operating Cisco Security Core Technologies (SCOR)
- Network Security Engineers
- Network Administrators
- Consulting Security Engineers
- Technical Solutions Architects
- Network Managers
- Sales Engineers
- Account Managers
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