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Administering Cisco® Unified Contact Center Enterprise, Part 1 Course Outline

 (5 days)
Version 10.0

Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1) is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.

Upon completing this course, the learner will be able to meet these overall objectives:
Identify the basic components and operations of the Unified CCE solution.
Configure and script a basic UCCE CVP deployment.
Perform the ICM configuration tasks required to support basic agent functionality.
Build and test a basic ICM script utilizing microapps.
Configure and script UCCE to support reporting requirements, precision queuing and RONA.
Deploy the CVP VXML component in a Unified CCE solution successfully.
Generate basic reports using Cisco Unified IC.

The knowledge and skills that a learner must have before attending this course are as follows:
Basic knowledge of Microsoft software such as, Windows Active Directory, Windows Server, SQL Server and other Microsoft client operating systems is helpful but not required
Basic knowledge of Cisco networking components such as routers and switches is helpful but not required
Working knowledge of Unified Communications Manager and Voice Gateways
Basic understanding of contact center operations

Who Should Attend
The primary audience for this course is as follows:
The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles.
Day 1 and Day 2 support personnel.

The secondary audience for this course is as follows:
Managers overseeing UCCE deployments

Course Outline

Course Introduction
Learner Prerequisite Skills and Knowledge
Course Goal and Objectives
Course Flow
Additional References
Your Training Curriculum

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
Lesson 1: Introducing UCCE
Unified CCE Overview
Attributes of Cisco Unified CCE
Cisco Unified CCE Components
Unified CCE Naming Conventions
Cisco Unified CCE Options
Agent Desktop Options
Whats New

Lesson 2: Unified CCE Components and Architecture
Unified CCE Architecture and Components
PSTN and Voice Gateways
Cisco Unified Communications Manager (Unified CM)
Agent Phones and Features
Cisco Unified Intelligent Contact Management (ICM)
Cisco Voice Portal (CVP)
What is VXML?
Features of Unified CVP

Lesson 3: UCCE Terms, Routing and Additional Components
Unified CCE Terms
Unified CCE Call Flow Types
Additional Unified CCE Components
Cisco Unified Intelligence Center
Geographic Dependencies/CCE Networks
Packaged CCE

Lesson 4: Accessing UCCE Tools
Accessing UCM
Accessing ICM
Accessing CVP
Accessing Voice Gateways
Accessing Contact Center Management Portal (CCMP)

Module 2: UCCE Configuration and Scripting
Lesson 1: Configuration Manager
Configuration Manager Overview
Tools Menu
Configure ICM Menu
Step by Step Menu
Outbound Option Menu

Lesson 2: Script Editor Overview
Script Editor Overview
Using Script Editor Nodes
Understanding Variables
ICM Queuing Nodes
Scheduling Scripts

Lesson 3: Scripting for CVP
Scripting for CVP
ECC Variables
Audio Files

Module 3: Unified CCE Inbound Agent Considerations
Lesson 1: CTI Options Overview
CTI Server
CTI Desktop Options
Finesse Desktop
CTI OS Server
CTI OS Client
Cisco Agent Desktop
Solutions Plus
CTI Design Consideration

Lesson 2: Configuring ICM for Agent Functionality
ICM as the ACD
Configuration Manager
Agent Desk Settings
Skill Group Explorer
Agent Explorer
Agent Targeting Rule
Agent Login

Lesson 3: Configuring UCM for Agent Functionality
Configuring UCM for Agent Functionality
Unified CM Application User
Configuring Agent IP Phones for Unified CCE
Review Partitions and Calling Search Spaces

Lesson 4: Scripting ICM for Agent Functionality
ICM Enterprise Initial Logic
Cisco Unified ICM Enterprise Scripting to Support Agent Functionality
Save and Schedule Script
Testing your Script
Agent Login

Module 4: Unified CCE IVR/VRU Functionality
Lesson 1: Basic IVR Scripting with Microapps
UCCE Script Editors
Microapps and ECC Variables
Media Server and Files
Gateway Considerations

Lesson 2: ICM Microapps
Play Media
Get Digits
Play Data
Get Speech

Lesson 3: Cisco Unified ICM Enterprise Scripting Using Microapplications
ICM Configuration Steps
Building a UCCE Script Using Microapps

Module 5: Additional UCCE Considerations
Lesson 1: ICM Considerations for Reporting and Monitoring
Reporting Touch Points
Reporting Objects

Lesson 2: Precision Routing
Precision Routing Overview
CCE Precision Routing Review and Scenario
Traditional Skills Based Routing to Solve Scenario
CCE Web Administration Overview
Agents and Attributes
Precision Queues
CCE Scripting for PQs

Lesson 3: RONA

Module 6: VXML Implementation
Lesson 1: Basic VXML Functionality
What is VXML?
Cisco Unified CVP VXML Solution

Lesson 2: Installing and Configuring VXML
Cisco Unified CVP VXML Server Configuration
Cisco Unified Call Studio Project Configuration
Project Deployment and Server Maintenance Tasks
ICM Considerations for VXML Application Support

Module 7: Cisco Unified Intelligence Center Reporting
Lesson 1: Cisco Unified IC Overview
CUIC Features and Benefits
Deployment Models
CUIC Databases
Personalizing Reports
Additional Features

Lesson 2: Cisco CUIC Reporting
Navigating CUIC
Running CUIC Stock Reports
CUIC Dashboards
View outline in Word


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