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Cisco Unified Contact Center Enterprise Administration (UCCE-A v11.5)

Course Objectives

After finishing this course, the student will have the capacity to meet these general goals: 

  • Recognize the essential segments and operations of the Cisco Unified CCE arrangement. 
  • Comprehend essential arrangement devices and make a straightforward content. 
  • Play out the ICM design assignments required to help essential operator usefulness. 
  • Construct and test a fundamental IVR content using Cisco Unified CVP MicroApps. 
  • Arrange and content Cisco Unified CCE to help revealing prerequisites, aptitude gathering and exactness lining, ring-no-answer, exchanges, time-of-day and day-of-week directing. 
  • Send and incorporate the Cisco Unified CVP VXML segment for outside database get to, Courtesy Callback and Agent Greeting. 
  • Comprehend necessities and arrange Cisco Unified CCE for Outbound Campaign Dialing. 
  • Comprehend fundamental ideas and create reports utilizing Cisco Unified Intelligence Center. 
  • Portray Cisco Unified CCE bolster instruments and call following.

Cisco Unified Contact Center Enterprise Administration (UCCE-A v11.5)

Course Outline

Cisco Unified Contact Center Enterprise v10 Foundations 

  • Presenting UCCE 
  • Brought together CCE Components and Architecture 
  • UCCE Terms, Routing and Additional Components 
  • Getting to UCCE Tools 

UCCE Configuration and Scripting 

  • Arrangement Manager 
  • Content Editor Overview 
  • Scripting for CVP 

Brought together CCE Inbound Agent Considerations 

  • CTI Options Overview 
  • Arranging ICM for Agent Functionality 
  • Arranging UCM for Agent Functionality 
  • Scripting ICM for Agent Functionality 

Brought together CCE IVR/VRU Functionality 

  • Media Files and Variables in ICM Scripts 
  • Essential IVR Scripting with Microapps 

Extra UCCE Considerations 

  • Arranging CCE for Monitoring and Reporting 
  • Arranging and utilizing Precision Queues 
  • Exchanges and RONA Review 
  • Portable Agents 
  • Progressed Scripting and Routing 
  • ICM Scripting Variables, Expressions, Formulas and Functions 
  • Making an Administrative Script for Time of Day Routing 
  • Making Feature Control Sets and Users 
  • Quiet Monitoring and Recording 

VXML Implemenation 

  • Essential VXML Functionality 
  • Introducing and Configuring VXML 
  • Essential VXML SQL Database Lookup 
  • Investigating Courtesy Callback 
  • Specialist Greeting 

UCCE Outbound Option 

  • Outbound Option 
  • Arranging Outbound Option for Agent and IVR Campaigns 

Cisco Unified Intelligence Center Reporting 

  • Cisco Unified IC Overview 
  • Cisco CUIC Reporting 

CCE Support Considerations 

  • Supporting UCCE 
  • Demonstrative Framework Suite 
  • UCCE Support 
  • Following an Agent Call Through the Database 

Lab Outline 

  • Lab 1-0: Setting up your VPN and SIP telephone 
  • Lab 1-1: Configuring Cisco Unified Communications Manager 
  • Lab 1-2: Explore Your Voice Gateway (Ingress/VXML) 
  • Lab 1-3: Explore CVP and ICM Servers 
  • Lab 2-1: Tools and Utilities for Administering ICM Dialed Numbers and Call Types 
  • Lab 2-2: Prepare a Simple Script 
  • Lab 2-3: Use ICM Tools for ICM Scripts 
  • Lab 3-1: Configure ICM for Basic Agent and Skill Group Functionality 
  • Lab 3-2: Configure CUCM for Agent Functionality 
  • Lab 3-3: Install CTIOS Agent Desktop 
  • Lab 3-4: Testing Basic Skill Group usefulness in an ICM Script 
  • Lab 4-1: Media Files and Variables in ICM Scripting 
  • Lab 4-2: Basic IVR Scripting with MicroApps 
  • Lab 5-1: Configure CCE for Monitoring and Reporting 
  • Lab 5-2: Configuring Precision Routing 
  • Lab 5-3: Configuring Ring No Answer (RONA) 
  • Lab 5-4: Implement Administrative Scripts 
  • Lab 5-5: CTI Route Point Initiated Calls 
  • Lab 5-6: Feature Control Sets and Users 
  • Lab 6-1: VXML Server Configuration and Call Studio Installation 
  • Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project 
  • Lab 6-3: Integrate VXML Applications with an ICM Script 
  • Lab 6-4: SQL DB Lookup Functionality for VXML 
  • Lab 6-5: Implement Cisco Courtesy Callback 
  • Lab 6-6: Agent Greeting 
  • Lab 7-1: Configure Outbound Agent Campaign ? SCCP Dialer 
  • Lab 8-1: CUIC Reports and Dashboards 
  • Lab 9-1: Using Troubleshooting Tools 
  • Lab 9-2: Track call through RCD/TCD Records


The information and abilities that a student must have before going to this course are as per the following: 

  • Essential information of Microsoft programming, for example, Windows Active Directory, Windows Server, SQL Server and other Microsoft customer working frameworks is useful however not required 
  • Essential information of Cisco organizing segments, for example, switches and switches is useful however not required 
  • Working information of Unified Communications Manager and Voice Gateways 
  • Essential comprehension of contact focus operations