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Administering Advanced Cisco Contact Center Enterprise (CCEAA)
Course Overview - Cisco UCCE Training
The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course teaches you how to execute advanced administration tasks associated with the Cisco® Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.
What is included:
- 5-days intensive instructor-led
- 200 hours of dedicated lab access
- Dual CCIE certified instructor
- 2-year retake policy
- 5 Years of eLearning for UCaaS, CCaaS & CPaaS Access – (Worth $1,899)
Course Fee $4,195 USD*
🎉 2-for-1 October Deal!
Register for any course and get a second course or seat FREE* — offer ends Oct 31, 2025!
*free course must be equal or lower than original course
Schedules
| Course | Course Date | Course End Date | Location | Individual Price | Register |
|---|---|---|---|---|---|
| Administering Advanced Cisco Contact Center Enterprise (CCEAA) | 09-07-2026 9:30 am | 09-11-2026 5:30 pm | Online (Live) – Toronto | $4,195.00 | |
| Administering Advanced Cisco Contact Center Enterprise (CCEAA) | 11-02-2026 9:30 am | 11-06-2026 5:30 pm | Online (Live) – Toronto | $4,195.00 |
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Module 1 – PCCE Review
PCCE Architecture and Components Review
PCCE Protocols Review
PCCE Call Flow Review
PCCE Access Tools Review
Discovery 01-1: Review Discovery
Discovery 01-2: Navigating CCE Discovery Architecture and Components
Module 2 – Introducing Bulk Import Tools
Use the PCCE Bulk Import Tool
Use Bulk Import Templates
Discovery 02-1: Importing Bulk Data
Module 3 – Configuring Advanced Scripting and CCE Data Exchange
Design for Advanced Scripting
CCE Data Exchange
Using Call Studio
Implement Database Lookup using VXML
Collect Response from the Caller
Invoking Call Studio Applications with CCE Routing Scripts
Discovery 3-01 Creating VXML Application using Call Studio
Discovery3-02 Configure Precision Queues
Discovery 3-03 Creating CCE Routing Script
Discovery 3-04 Customizing Finesse Desktop
Discovery 3-05 Testing your Call Flow
Module 4 – CUCM Initiated Call Flows
Understand Transfer Types and CVP Call Flow Models
Describe Subsequent Transfers
Perform UCM Configurations for Transfers
Configure CUCM as Routing Client and Agent Transfers
Discovery 4-01 Configure CUCM as Routing Client and Agent Transfers
Module 5 – Using Gadgets to Customize the Finesse Desktop
Obtain Finesse Custom Gadgets
Deploy Finesse Custom Gadgets
Discovery 5-01 Deploying Finesse Gadgets
Module 6 – Implementing Mobile Agent
Examining Mobile Agent Functionality
Identify Mobile Agent Architecture and Components
Configuring Mobile Agent
Logging in as Mobile Agent
Planning Mobile Agent Design and Integration
Discovery 6-01 Implementing Mobile Agent
Module 7 – Implementing Post Call Survey
Examining Post Call Survey Functionality
Configuring Post Call Survey
Reporting Considerations for Post Call Survey
Discovery 7-01 Implementing Post Call Survey
F.A.Q
1. What is the Administering Advanced Cisco Contact Center Enterprise (CCEAA) course about?
The CCEAA course provides in-depth knowledge and hands-on experience for managing, troubleshooting, and optimizing large-scale Cisco Unified Contact Center Enterprise (UCCE) environments. It focuses on advanced administration of routing scripts, system management, diagnostics, and reporting tools, helping professionals effectively manage enterprise-grade contact centers.
2. Who should take this course?
This course is ideal for:
- Cisco UCCE administrators and engineers
- System managers responsible for day-to-day UCCE operations
- IT professionals preparing for Cisco UCCE certification
- Individuals supporting or maintaining Cisco Unified Contact Center Enterprise (UCCE) and Packaged CCE (PCCE) deployments
3. What are the prerequisites for enrolling in this course?
Participants should have:
- Completed Administering Cisco Contact Center Enterprise (CCEA) or equivalent experience
- Basic understanding of UCCE architecture, call flow, and scripting
- Working knowledge of Windows Server, SQL Server, and Unified Communications Manager (CUCM)
- Familiarity with Cisco Unified Intelligence Center (CUIC) reporting tools
4. What topics are covered in the CCEAA (Advanced UCCE) training?
Key topics include:
- Advanced configuration of Call Routing Scripts and Labels
- Managing and troubleshooting Peripheral Gateway (PG) and CTI services
- Configuring and maintaining Precision Queues, Skill Groups, and Agents
- Using Unified Intelligence Center (CUIC) for custom reporting
- Performing advanced diagnostics with RTMT, ICM tools, and log analysis
- High availability, failover, and system backup strategies
5. Does this course prepare me for Cisco UCCE certification?
Yes. This training helps prepare you for Cisco UCCE certification tracks, specifically the Administering Advanced Cisco Contact Center Enterprise (CCEAA) exam. It’s also an essential step toward earning the Cisco Certified Specialist – Contact Center Enterprise Advanced Implementation credential. Completing this course validates your ability to manage and troubleshoot complex UCCE environments.