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Administering Cisco® Unified Contact Center Enterprise, Part 2 Course Outline

 (5 days)
Version 10.0

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) is a 5 day instructor-led course for system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The AUCCE1 course or equivalent prior experience is a prerequisite for attending this course.

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.
Implement business rules as they apply to scripting and routing in Unified CM.
Install a basic CCE VXML Solution
Install, configure and run a CCE Outbound Option Campaign.
Describe how to support CCE.

The knowledge and skills that a learner must have before attending this course are as follows:
Attendance in AUCCE Part 1 (AUCCE1) or equivalent real world experience is a requirement to attend this course.
Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful.

Who Should Attend
The primary audience for this course is as follows:
Cisco Unified Communications system channel partners and resellers.
Day 2 support personnel responsible for advanced administration and support of the UCCE environment.

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 Architecture and Components
Voice Gateways
Cisco Unified Communications Manager (UCM)
Agent Phones and Features
Intelligent Contact Manager (ICM)
Customer Voice Portal (CVP)
Features of Unified CVP

Lesson 3: UCCE Terms, Routing and Additional Components
Unified CCE Terms
Unified CCE Call Flow Types
Additional Unified CCE Components
Contact Center Management Portal (CCMP)
Cisco Unified Intelligence Center
Geographic Dependencies/CCE Networks
Packaged Contact Center Enterprise (PCCE)

Lesson 4: Accessing UCCE Tools
Accessing UCM
Accessing ICM
Accessing CVP
Accessing Voice Gateways
Accessing CCMP

Module 2: CCE Configuration and Scripting Review
Lesson 1: Configuration Manager and Script Editor Review
Configuration Manager Review
Script Editor Review

Lesson 2: CTI Review
CTI Review
CTI OS Server
CTI OS Client
Cisco Agent Desktop
Agent States

Lesson 3: Agent Skill Review
Agent Functionality: ICM Configuration Steps
Agent Login
Agent Functionality: UCM Configuration Steps
UCM Application User
Configuring Agent IP phones for Unified CCE
Agent phone / JTAPI User Association

Lesson 4: Microapps and Media File Review
Understanding Media Server and Audio Files
Audio Prompt Gateway Considerations
Implementing Microapps in an ICM Script

Lesson 5: Precision Routing Review
Precision Routing Overview
Implementing Precision Routing
Agents and Attributes
Precision Queues
CCE Scripting for Precision Routing
Precision Routing Limitations and Reporting

Lesson 6: Transfers and RONA Review
Transfer Types Overview
Subsequent Transfer Considerations
ICM Configuration Steps
UCM Configuration Steps

Lesson 7: Mobile Agents
Mobile Agent Review
Mobile Agent Configuration to Support CCE

Module 3: Implementing Business Rules
Lesson 1: Advanced Scripting and Routing
Script Editor Advanced Features and Tools
Best Practice ICM Scripting for Reporting
Region / Area Code Routing
Call Types vs. Requalify
Route Select
Congestion Control
Dealing with IVR Node Results
Supervisor Assistance Scripts
Emergency Assistance Scripts
Reason Codes

Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions
Formula Editor
Using Built-In Functions
Custom Functions

Lesson 3: Creating an Administrative Script for Time of Day Routing
Administrative Scripts Overview
Building an Admin Script
Scheduling an Admin Script
Testing an Admin Script

Lesson 4: Creating Feature Control Sets and Users
Feature Control Sets
ICM Users
Internet Script Editor

Lesson 5: Silent Monitoring and Recording
Silent Monitor Overview
Configuring Unified CM-Based Silent Monitoring
Configuring CTI OS-Based Silent Monitoring
Silent Monitoring Logs

Module 4: CCE VXML Solution
Lesson 1: Basic VXML Functionality
What is VXML
Cisco Unified CVP VXML Solution

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

Lesson 3: Basic VXML SQL Database Lookup
SQL/JDBC/JNDI Configuration
Call Studio Configuration
ICM Scripting and Testing

Lesson 4: Exploring Courtesy Callback
What is Courtesy Callback?
Courtesy Callback Call Flow
Courtesy Callback Considerations
Configuring Courtesy Callback

Lesson 5: Agent Greeting
Agent Greeting Overview
Deployment Considerations
ICM Configuration

Module 5: UCCE Outbound Option
Lesson 1: Outbound Option
Outbound Option Overview
Outbound Option Components
Dialer Types
Dialing Modes
Outbound Campaign Features
SIP Call Flows
SIP Dialer Design Considerations
Voice Gateway Design Considerations

Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns
Campaign Types Overview
Prerequisite Configurations for Outbound Campaigns
Agent-Based Campaign
Agent-Based Campaign Scripting
Answering Machine Detection
IVR-Based Campaign Configuration
IVR-Based Campaign Scripting

Module 6: CCE Support Considerations
Lesson 1: Supporting UCCE
Troubleshooting Methodology for UCCE
Importance of Accurate Troubleshooting Information
Contacting Cisco TAC

Lesson 2: Diagnostic Framework Suite
Diagnostic Framework Suite Review
Analysis Manager
Unified System CLI
Diagnostic Framework Portico

Lesson 3: UCCE Support
ICM Support
CVP Support
Gateway Support
UCM Support

Lesson 4: Tracking an Agent Call Through the Database
TCD and RCD Overview
Querying RCD and TCD Records
View outline in Word


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