Cisco Unified Contact Center Enterprise Deployment (UCCE-D v11.5) Training

Course 2824

  • Duration: 5 days
  • Language: English
  • Level: Intermediate

This Cisco UCCE Deployment (UCCE-D) course is a 5-day instructor-led course that helps prepare learners to deploy the Cisco Unified CCE v11.5 solution. This course will provide the student with the underlying knowledge to understand deployment design solutions, requirements for deployment, and how to install and configure all major Cisco Unified CCE components.

As a part of deployment activities, the student will learn to install and integrate Intelligent Contact Manager (ICM), Cisco Unified CVP components, Cisco Finesse, Cisco Unified Intelligence Center Agent and IVR-based Outbound Option dialing campaigns. Finally, this Cisco Unified Contat Center Enterprise Deployment course will teach the student to setup 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.

Cisco UCCE Certification Course Delivery Methods

  • In-Person

  • Online

Cisco UCCE Certification Course Information

In this course, you will:

  • Identify the basic components and operations of the Unified CCE solution.
  • Use the available UCCE tools to complete a basic UCCE system installation.
  • Discuss the installation and configuration steps required to support agent functionality in a UCCE deployment.
  • Install a basic CCE VXML Solution.
  • Install, configure and run a CCE Outbound Option Campaign.
  • Describe how to support CCE.


  • Working knowledge of Cisco networking and components such as routers and switches.
  • Working knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
  • Attendance in AUCCE Part 1 (AUCCE1) or equivalent real-world experience is strongly recommended to attend this course.

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

UCCE Deployment Course Outline

Lesson 1: Introducing UCCE

Lesson 2: Unified CCE Architecture and Components

Lesson 3: UCCE Terms, Routing and Additional Components

Lesson 4: Accessing UCCE Tools

Lesson 1: UCCE Protocols and Call Flows

Lesson 2: Using Domain Manager

Lesson 3: Introducing the Unified CCE Main Installer

Lesson 4: Central Controller Installation

Lesson 5: Installing Admin Data Servers and Clients

Lesson 6: Configuring ICM for CVP

Lesson 7: Configuring CVP for UCCE

Lesson 8: UCCE Voice Gateway Internetworking ConsiderationsIntroducing SIP

Lesson 9: Basic IVR Scripting with Microapps

Lesson 1: Configure UCM to Support UCCE

Lesson 2: Installing UCCE CTI Software

Lesson 3: UCCE Configuration and Scripting for Additional Agent and IVR Functionality

Lesson 4: Enabling Transfers and RONA

Lesson 1: Basic VXML Functionality

Lesson 2: Installing and Configuring VXML Solution

Lesson 3: Exploring Courtesy Callback

Lesson 1: Introduction to Outbound Option

Lesson 2: Outbound Option Installation and Configuration

Lesson 3: Configuring Outbound Option for Agent and IVR Campaigns

Lesson 1: ICM Processes

Lesson 2: Diagnostic Framework Suite

Lesson 3: UCCE Support

Lesson 4: Service Assurance

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