UCCE -A v.11.5 Cisco Unified Contact Center Enterprise Administration


Duration: 5 days

Cisco Unified Contact Center Enterprise Administration (UCCE-A) is a 5-day instructor-led course that helps prepare learners to administer the Cisco Unified CCE v11.5 solution. This course will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution, requirements for deployment, and how to install and configure all major Cisco Unified CCE components. As a part of deployment activities, the student will understand how to install and integrate Intelligent Contact Manager (ICM) with Active Directory, how to install and integrate Cisco Unified CVP components using an IOS-based voice browser and Cisco Virtualized Voice Browser (Cisco VVB), how to install and integrate Cisco Finesse, how to install and integrate Cisco Unified Intelligence Center with Active Directory and associated Data Sources for reporting purposes, and how to install and configure Agent- and IVR-based Outbound Option dialing campaigns. And finally, the student will learn how to set up and use troubleshooting tools including RTMT, System CLI, Diagnostic Framework, and ICM command-line utilities to find status information and log files and to track a call from the point of entry to the agent desktop.

The primary audience for this course is as follows:

Cisco Unified Communications system channel partners and resellers who are responsible for the sales, implementation, or administration of a Cisco Unified Contact Center.
System and technical support engineers.
Day 1 and Day 2 support personnel.
Administrative and reporting personnel.

Upon completing this course, the learner will be able to meet the overall objectives:

Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options.
Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop.
Understand requirements and configurations to implement IVR activity in Cisco Unified CVP.
Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager, and routing in a ring-no-answer condition.
Understand basic concepts and terms to access, view, modify reports, and use other reporting functions provided by Cisco Unified Intelligence Center.


Students should have the following prerequisites for this course:

Basic knowledge of Cisco networking and components such as routers and switches.
Basic knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands-on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.


  • Instructor Led (the best training format we offer)
  • Live Online Classroom – Online Instructor Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

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Module 1: Cisco Unified Contact Center Enterprise Overview
Lesson 1: Presenting the Cisco Unified Contact Center Enterprises

Cisco Unified CCE Solutions’New/Deprecated Features and Enhancements
New/Deprecated Features and Enhancements
Cisco Unified CCE Reference Design Specifications
Cisco Unified CCE Core Components
Optional Cisco Components
Optional Third-Party Components
Cisco Unified CCE Solution Integrated Features
Solution Administration

Lesson 2: Cisco Unified CCE Core Components
Cisco Unified Communications Manager
Cisco Unified CM Cluster Nodes
Cisco Unified CM Database Architecture
Intracluster Communications
Call Processing Subscriber Redundancy
CTI Manager Service
Partitions and Calling Search Spaces
Basic Call Handling
Agent Phones
Cisco Unified CCE/ICM
Traditional ICM
Traditional ICM Deployments Models
ICM Components
ICM Databases
ICM Terms
Cisco Unified CVP
Cisco Unified CVP Product Components
Additional Components

Lesson 3: Cisco Unified CCE Options
Optional Cisco Unified CCE Components
Cisco Unified CCE Third-Party Components
Cisco Unified CCE Integrated Features
Solution Administration

Lesson 4: Basic Call Flow Models
Call Flow Types
Traditional ICM Pre-route
Traditional ICM Post-route
Cisco Unified CCE Call Flow
Traditional ICM Translation Routing
Translation Route to VRU

Module 2:Basic ACD Configurations
Lesson 1: Configuring Cisco Unified Communications Manager
Cisco IP Phones
CTI Route Points
Route Groups, Route Lists, and Route Patterns
Application User Accounts

Lesson 2: Configuring Cisco Unified CVP
Functional Overview
Basic CVP Configurations
Basic CVP Integration Requirements

Lesson 3: Configuring Cisco Unified CCE
Define Administration Tools
Configuration Manager
ACD Configurations

Lesson 4: Using the Cisco Finesse
Introduction to Cisco Finesse
Using Finesse Agent and Supervisor Desktops

Lesson 5: Using Cisco Unified CCE Script Editor
Script Editor Basics
Creating, saving, and validating an ICM script
Testing an ICM script

Module 3: Configuring Cisco Unified CVP IVR Functionality
Lesson 1: Basic IVR Configurations

Media File Types
Media File Storage Locations
ICM Call Variables
CVP Micro-Applications
Configure Network VRU Script Definitions for CVP Micro-Apps
System-level ICM Configurations Supporting Cisco Unified CVP

Lesson 2: Basic IVR Scripting using CVP Micro-Applications
Using the Send to VRU Script Node
ICM Scripting for IVR Activity
Validate, Save, Schedule, and Test Script

Module 4: Extended Functions
Lesson 1: ICM User Accounts and Feature Control Sets
Define Feature Control Sets
Define ICM User Accounts
Using the Quick Edit Mode
Use Feature Control Sets to Limit User Access
Install and Use the Internet Script Editor

Lesson 2: Using ICM Utilities
Script Explorer
Enabled Scripts
Script Reference
Importing and Exporting ICM Scripts
Deleting Objects from the ICM Database
Renaming Objects in the ICM Database
Using Default Labels

Lesson 3: Understanding ICM Variables
Define Variables
Categories of ICM Variables
Using ICM Variables

Lesson 4: Precision Routing
Define Precision Routing
Compare Skill Group vs PQ Routing
Defining the Agent with Attributes
Defining Callers Requirements with PQ’s
Using PQ’s in an ICM Script

Lesson 5: Routing Calls from Cisco Unified CM
Understanding Routing Calls Originating from CUCM
Understanding Routing Calls Transferred by an Agent

Lesson 6: Ring-No-answer Routing
Understanding Routing for Ring-No-Answer Conditions
Method 1: Using Agent Desk Settings
Method 2: Using Agent Desk Settings and CVP Patterns for RNA Timeout

Lesson 7: ICM Administrative Scripting
Define Admin Scripts
Define Admin script usage

Module 5: Cisco Unified CCE Reporting
Lesson 1: Introducing Cisco Unified Intelligence Center
Basic Attributes of CUIC
Browser-based Reporting
Deployment Models
CUIC Terms
CUIC Licensing
CUIC Navigation Drawers
Security Administration
Real-time vs Historical Reports
Using Permalinks

Lesson 2: Running and Modifying CUIC Reports
Stock Report Templates
Filtering and Running Stock Reports
Modifying a Stock Report
Scheduling a Report

Lesson 3: Creating CUIC Reports and Dashboards

Create a Report
Create a Dashboard