Cisco Unified Contact Center Enterprise Administration (UCCE-A v11.5)

Level: Intermediate

This Cisco UCCE Administration (UCCE-A) course 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 and requirements for basic ACD and IVR configurations to include using ICM Configuration Manager and associated utilities, setting up agents, providing for basic IVR activities and using the Cisco Finesse Agent desktop. This Unified Contact Center Enterprise Administration course will also provide knowledge on how to use the ICM Script Editor and associated utilities to implement basic routing techniques, routing for transfers, ring-no-answer conditions and Precision Routing. And last, this course provides basic overall knowledge on Cisco Unified Intelligence Center deployments and how to use the reporting interface to access, view, and personalize report templates and dashboards.

Redeem your Cisco Learning Credits (CLCs) for this Cisco UCCE Administration training course.

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Key Features of this UCCE Administration Training:

  • Cisco Authorized course content
  • Authorized Cisco Instructor
  • Eligible for Cisco Learning Credit (CLC) redemption
  • Expansive course catalog to go deep into Cisco or broaden you skills beyond

You Will Learn How To:

  • 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.

Choose the Training Solution That Best Fits Your Individual Needs or Organizational Goals


In Class & Live, Online Training

  • 5-day instructor-led training course
  • Authorized Cisco Training Provider
  • Pay later by invoice -OR- at the time of checkout by credit card
  • Attend virtually from your home or office
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Standard $4395 USD

Government $3955 USD




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In Class & Live, Online Training

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Note: This course runs for 5 Days

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Important UCCE Administration Course Information

  • Requirements

    • 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
    • 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)

UCCE Administration 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 Components and Architecture

    Lesson 3: UCCE Terms, Routing and Additional Components

    Lesson 4: Accessing UCCE Tools

  • Module 2: UCCE Configuration and Scripting

    Lesson 1: Configuration Manager

    Lesson 2: Script Editor Overview

    Lesson 3: Scripting for CVP

  • Module 3: Unified CCE Inbound Agent Considerations

    Lesson 1: CTI Options Overview

    Lesson 2: Configuring ICM for Agent Functionality

    Lesson 3: Configuring UCM for Agent Functionality

    Lesson 4: Scripting ICM for Agent Functionality

  • Module 4: Unified CCE IVR/VRU Functionality

    Lesson 1: Basic IVR Scripting with Microapps

    Lesson 2: ICM Microapps

    Lesson 3: Cisco Unified ICM Enterprise Scripting Using Microapplications

  • Module 5: Additional UCCE Considerations

    Lesson 1: ICM Considerations for Reporting and Monitoring

    Lesson 2: Precision Routing

    Lesson 3: RONA

  • Module 6: VXML Implementation

    Lesson 1: Basic VXML Functionality

    Lesson 2: Installing and Configuring VXML

  • Module 7: Cisco Unified Intelligence Center Reporting

    Lesson 1: Cisco Unified IC Overview

    Lesson 2: Cisco CUIC Reporting

Team Training

UCCE Administration Training FAQs

  • What is Cisco UCCE?

    Cisco Unified Contact Center Enterprise is a resource that helps you deploy and operate UCCE systems.

  • How do I redeem my Cisco Learning Credits (CLCs) for this UCCE Administration course?

    During your checkout of the course, make sure to select Credits & Vouchers within the payment method. Highlight and click CLC and enter the sales order number that you were issued by Cisco.

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