Cisco UCCE Administration & Troubleshooting Training

UCCE-AA - Cisco Unified Contact Center Enterprise Advanced Administration v11.5 is a 5-day instructor-led course that prepares learners to implement more advanced functions and options in the Cisco Unified CCE environment. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco Finesse Administration, using VoiceXML applications, accessing an external database, and translation routing

Course Information

  • Course Fee:          Classroom $3,995
  • Course Length:       5 Days - Lang: English
  • Course Duration:    9:30 AM to 5:30 PM
  • Delivery Method:    Instructor-led Classroom or Remote/WebEx
  • Cisco Learning Credit - Not Accepted

What is included?

  • 5 Days Instructor-led Training
  • Attend In Classroom or Remote
  • Study kits included
  • 200 Hours of Free Lab Access
  • Free retake the class upto  2 years
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Location: Las Vegas, USA | Toronto - Canada | Dubai, UAE | Online via Webex



Cisco UCCE Lecture & Lab Demo



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What You Will Learn?

    • Understand CCE solutions, architecture, solution options, deployment models, integrated features, and call flow options.
    • Understand underlying Cisco Unified CCE processes, messaging, and fault tolerance schemes.
    • Install, upgrade, and make basic configurations in Cisco Unified Communications Manager.
    • Install, create databases, integrate, and upgrade all ICM components to include the ICM Router, Logger, Administration & Data Server, Peripheral Gateways, CTI Gateway and Cisco Finesse.
    • Install, integrate, configure, and upgrade Cisco Unified CVP components to include the CVP Call Server, Voice XML Server, Media Server, Reporting Server, and Cisco VVB.
    • Install, upgrade, and make configurations for Cisco Unified Intelligence Center and Cisco Outbound Option Agent- and IVR-based campaigns.

Course Outline

Lesson 1: Presenting Cisco Unified Contact Center Enterprise

  • Cisco Unified CCE Solutions
  • New/Deprecated Features and Enhancements
  • Cisco Unified CCE Reference Designs
  • Cisco Unified CCE Reference Design Specifications
  • Cisco Unified CCE Core Components
  • Optional Cisco Components
  • Optional Third-Party Components
  • Cisco Unified CCE Solution Integrated Features
  • Solution Administration
  • Compatibility

Lesson 2: Cisco Unified CCE Core Components

Cisco Unified Communications Manager

  • Cisco Unified CM Cluster Nodes
  • Cisco Unified CM Database Architecture
  • Intracluster Communications
  • Call Processing Subscriber Redundancy
  • CTI Manager Service
  • Partitions and Calling Search Spaces
  • Basic Call Handling
  • Agent Phones

Cisco Unified CCE/ICM

  • Definitions
  • Traditional ICM
  • Traditional ICM Deployment Models
  • ICM Components
  • ICM Databases
  • ICM Terms

Cisco Unified CVP

  • Cisco Unified CVP Product Components
  • Additional Components
  • Cisco Unified CVP Functional Deployment Models

Lesson 3: Cisco Unified CCE Options

Optional Cisco Unified CCE Components

  • Cisco Unified CCE Third-Party Components
  • Cisco Unified CCE Integrated Features
  • Solution Administration

Lesson 4: Basic Call Flow Models

  • Call Flow Types
  • Traditional ICM Pre-route
  • Traditional ICM Post-route
  • Cisco Unified CCE Call Flow
  • Traditional ICM Translation Routing
  • Translation Route to VRU

Module 2. Implementing Business Rules

Lesson 1: Advanced Scripting and Routing

  • Importing and Exporting ICM Scripts
  • Script Explorer
  • Script Locks
  • Select Customer
  • Find Node ID
  • Script Real-time
  • Script Queue Real-Time
  • Reporting
  • Area Code Routing
  • Route Select Node
  • Congestion Control
  • Supervisor/Emergency Assistance Scripting

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

  • Review ICM Variables
  • Formula Editor
  • Built-In Functions
  • Custom Functions

Lesson 3: Silent Monitoring and Recording

  • Network-Based Recording
  • Phone-Based Recording

Lesson 4: Advanced CVP Configurations

  • Configuring CVP Components
  • CVP Outbound Messaging
  • Uploading Scripts and Media

Module 3. Using Finesse Administration

Lesson 1: Finesse Overview

  • Define Finesse
  • Finesse Architecture
  • Finesse Gadgets

Lesson 2: Finesse Administration

  • The Administration Interface
  • Agent Request APIs
  • Settings
  • Call Variables Layouts
  • Desktop Layout
  • Phone Books
  • Reasons
  • Team Resources
  • Workflows

Lesson 3: Finesse IP Phone Agent

  • Define IP Phone Agent
  • Configuring IP Phone Agent

Module 4. Using CVP VoiceXML Applications

Lesson 1: Basic VoiceXML Functionality

  • Describe VoiceXML Applications
  • Configuring for VoiceXML

Lesson 2: Using Call Studio

  • Describe the Call Studio Environment
  • Describe Elements and How to Configure Them
  • Using Tag Substitution
  • Starting a New Project
  • Importing an Existing Project
  • Validating and Saving a Project
  • Deploying a Project as an Application
  • Admin and Project Batch Files

Lesson 3: ICM Scripting for VoiceXML Applications

  • Invoking a VoiceXML Application
  • ECC Variable Settings for VoiceXML Applications
  • Passing Information To/From a VoiceXML Application

Lesson 4: Accessing an External Database

  • Overview of Database Access
  • Adding a JDBC Driver
  • Configuring the JNDI Context Information
  • Using the Database Element in Call Studio
  • Returning the Information to ICM

Module 5. Translation Routing

Lesson 1: Traditional Translation Routing

  • Translation Routing Concepts
  • Translation Routing Requirements
  • Translation Routing Call Flow

Lesson 2: Translation Routing to CVP

  • Translation Routing Requirements
  • Translation Routing Call Flow
  • Translation Routing Configurations

Module 6. Configuring Cisco Unified CCE Options

Lesson 1: Cisco Outbound Option

  • Define Outbound Option
  • Outbound Components
  • Configuring an Agent-Based Campaign
  • Configuring an IVR-Based Campaign

Lesson 2: Courtesy Callback

  • Define Courtesy Callback
  • Components of Courtesy Callback
  • Call Flow
  • Courtesy Callback Configurations
  • ICM Scripting for Courtesy Callback

Lesson 3: Agent Greeting/Whisper Announcements

  • Define Agent Greeting and Whisper Announcements
  • Creating Agent Greetings
  • Creating Whisper Announcements
  • Invoking Agent Greeting/Whisper Announcements

Lesson 4: Mobile Agent

  • Describe Mobile Agent
  • Mobile Agent Call Modes
  • Mobile Agent Requirements
  • Mobile Agent Configurations

Module 7. CUIC Reporting for the Advanced User

Lesson 1: CUIC Overview

  • Review CUIC basics

Lesson 2: CUIC Administration

  • User Management
  • Device Management
  • Control Center
  • Report Scheduler Email Settings
  • CCE User Integration

Lesson 3: Importing and Using CVP Reports

  • Find and Import CVP Stock Reports
  • Run CVP Stock Reports
  • Setting Up Gateway and Trunk Group Reporting

Lesson 4: Custom Reporting

  • Custom Reporting Requirements and Key Concepts
  • Using Value Lists and Collections
  • Understanding Report Definitions
  • Creating a Report Definition
  • Creating a New Report
  • Call Detail Reporting

Lab Outline

    • Lab 3-1: Configuring Cisco Unified Communications Manager
    • Lab 4-1: Install the ICM Main Installer
    • Lab 4-2: Install the ICM Central Controller and Administration & Data Server
    • Lab 4-3: Configure and Install a Generic PG and CTI Server for Cisco Unified CVP and Cisco Unified CM
    • Lab 4-4: Integrate and Test Cisco Finesse
    • Lab 5-1: Install, Configure and License Cisco Unified CVP
    • Lab 5-2: Configure Voice Browsers for Cisco Unified CVP
    • Lab 5-3: Cisco Unified CVP Proof of Concept
    • Lab 6-1: Configure an Agent-based Outbound Campaign
    • Lab 6-2: Configure a Transfer to IVR-based Outbound Campaign
    • Lab 6-3 License and Configure Cisco Unified Intelligence Center
    • Lab 7-1: Using Troubleshooting Tools


  • Basic computer literacy
  • Basic PC operating system navigation skills
  • Basic Internet usage skills
  • Basic address knowledge

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