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Cisco Unified Contact Center Enterprise Advanced Administration (UCCE-AA)



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5 Days

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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.

You Will Learn How To

  • 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.

Important Course Information

  • Requirements

    • 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.
    • To participate in the hands-on labs in this class, you need to bring a laptop computer with the following:
      • Windows 7 or 8.1 or 10 is recommended. Mac OSX 10.6 or greater is supported as well.
      • Intel Celeron or better processors are preferred.
      • 1 GB or more of RAM
      • Browser Requirements: Internet Explorer 10 or greater or Mozilla Firefox. (Safari and Mozilla Firefox for Mac OSX)
        Note: Our labs currently cannot run on Microsoft Edge (Windows 10) due to it not supporting Extensions/Add-ons or Google Chrome due to Java being removed from the platform itself.
      • All students are required to have administrator rights to their PCs and cannot be logged in to a domain using any Group Policies that will limit their machine's capabilities.
      • If you do not have administrator rights to your PC, you at least need permissions to download, install, and run Cisco Any Connect Client and Java.
      • If you are participating in a WebEx event, it is highly recommended to take this class at a location that has bandwidth speeds at a minimum of 1 Mbps bandwidth speeds.
      • All PCs require the latest Java Runtime Environment, which can be downloaded from
  • Redeem Your Cisco Learning Credits (CLCs)

Course Outline

  • Course Introduction
  • Overview
    • 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

Lesson 2: Unified CCE Architecture and Components

Lesson 3: UCCE Terms, Routing and Additional Components

Lesson 4: Accessing UCCE Tools

  • Module 2: CCE Configuration and Scripting Review

Lesson 1: Configuration Manager and Script Editor Review

Lesson 2: CTI Review

Lesson 3: Agent Skill Review

Lesson 4: Microapps and Media File Review

Lesson 5: Precision Routing Review

Lesson 6: Transfers and RONA Review

Lesson 7: Mobile Agents

  • Module 3: Implementing Business Rules

Lesson 1: Advanced Scripting and Routing

Lesson 2: ICM Scripting Variables, Expressions, Formulas and Functions

Lesson 3: Creating an Administrative Script for Time of Day Routing

Lesson 4: Creating Feature Control Sets and Users

Lesson 5: Silent Monitoring and Recording

  • Module 4: CCE VXML Solution

Lesson 1: Basic VXML Functionality

Lesson 2: Installing and Configuring VXML Solution

Lesson 3: Basic VXML SQL Database Lookup

Lesson 4: Exploring Courtesy Callback

Lesson 5: Agent Greeting

  • Module 5: UCCE Outbound Option

Lesson 1: Outbound Option

Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns

  • Module 6: CCE Support Considerations

Lesson 1: Supporting UCCE

Lesson 2: Diagnostic Framework Suite

Lesson 3: UCCE Support

Lesson 4: Tracking an Agent Call Through the Database

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