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Cisco UCCE Training

Cisco UCCE Training - Administration & Troubleshooting

Course Overview - AUCCE 1 & 2

UCCE-A - Cisco Unified Contact Center Enterprise Administration v11.5 is a 5-day instructor-led course that prepares 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.


Course Information

  • 5 Days Instructor-led Training
  • 200 Hours of Lab Access after Training
  • Free Retake Upto 2 Until You Pass
  • Study Materials Included
  • 2 Major In House Project
  • Can't Travel? Attend Online or Onsite
  • 3 or More? We can come to your location, anywhere in the world

Upcoming Schedules

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.


    Module 1. Cisco Unified Contact Center Enterprise Overview

    Lesson 1: Presenting Cisco Unified Contact Center Enterprise

    • Cisco Unified CCE Solutions
    • New/Deprecated Features and Enhancements
    • 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

    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

    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. Basic ACD Configurations

    Lesson 1: Configuring Cisco Unified Communications Manager

    • Cisco IP Phones
    • CTI Route Points
    • Trunks
    • Route Groups, Route Lists, and Route Patterns
    • Application User Accounts

    Lesson 2: Configuring Cisco Unified CVP

    • Functional Overview
    • Basic CVP Configurations
    • Basic CVP Integration Requirements

    Lesson 3: Configuring Cisco Unified CCE

    • Define Administration Tools
    • Configuration Manager
    • ACD Configurations

    Lesson 4: Using Cisco Finesse

    • Introduction to Cisco Finesse
    • Using Finesse Agent and Supervisor Desktops

    Lesson 5: Using Cisco Unified CCE Script Editor

    • Script Editor Basics
    • Creating, Saving, and Validating an ICM Script
    • Testing an ICM script

    Module 3. Configuring Cisco Unified CVP for IVR Functionality

    Lesson 1: Basic IVR Configurations

    • Media File Types
    • Media File Storage Locations
    • ICM Call Variables
    • CVP Micro-Applications
    • Configure Network VRU Script Definitions for CVP Micro-Apps
    • System-level ICM Configurations Supporting Cisco Unified CVP

    Lesson 2: Basic IVR Scripting using CVP Micro-Applications

    • Using the Send to VRU Script Node
    • ICM Scripting for IVR Activity
    • Validate, Save, Schedule, and Test Script

    Module 4. Extended Functions

    Lesson 1: ICM User Accounts and Feature Control Sets

    • Define Feature Control Sets
    • Define ICM User Accounts
    • Using the Quick Edit Mode
    • Use Feature Control Sets to Limit User Access
    • Install and Use the Internet Script Editor

    Lesson 2: Using ICM Utilities

    • Script Explorer
    • Enabled Scripts
    • Call Type Associations
    • Script Reference
    • Importing and Exporting ICM Scripts
    • Deleting Objects from the ICM Database
    • Renaming Objects in the ICM Database
    • Using Default Labels

    Lesson 3: Understanding ICM Variables

    • Define Variables
    • Categories of ICM Variables
    • Using ICM Variables

    Lesson 4: Precision Routing

    • Define Precision Routing
    • Compare Skill Group vs PQ Routing
    • Defining the Agent with Attributes
    • Defining Callers Requirements with PQ’s
    • Using PQ’s in an ICM Script

    Lesson 5: Routing Calls from Cisco Unified CM

    • Understanding Routing Calls Originating from CUCM
    • Understanding Routing Calls Transferred by an Agent

    Lesson 6: Ring-No-Answer Routing

    • Understanding Routing for Ring-No-Answer Conditions
    • Method 1: Using Agent Desk Settings
    • Method 2: Using Agent Desk Settings and CVP Patterns for RNA Timeout

    Lesson 7: ICM Administrative Scripting

    • Define Admin Scripts
    • Define Admin Script Usage

    Module 5. Cisco Unified CCE Reporting

    Lesson 1: Introducing Cisco Unified Intelligence Center

    • Basic Attributes of CUIC
    • Browser-Based Reporting
    • Deployment Models
    • CUIC Terms
    • CUIC Licensing
    • CUIC Navigation Drawers
    • Security Administration
    • Real-time vs Historical Reports
    • Using Permalinks

    Lesson 2: Running and Modifying CUIC Reports

    • Stock Report Templates
    • Filtering and Running Stock Reports
    • Modifying a Stock Report
    • Scheduling a Report

    Lesson 3: Creating CUIC Reports and Dashboards

    • Create a Report
    • Create a Dashboard

    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

    View More 


    • Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing 
    • Basic knowledge of CUCM
    • Basic knowledge of contact center operations 
    • Familiarity with Microsoft desktop applications and SQL database operations

    Why you choose us

    A Global Name In Cisco and AWS Training
    • Published 10 Computer Based Training Materials

      We are the only Canadian company that has in-house published Video books on Cisco Training that are sold from $799 to $1599

    • Free Retake of Any course Up to 2 years
    • 24/7 Access to Facility & Lab
    • Mentor Ship Program
    • Get Experience Certificate
    • We Train US Army, Navy and Air Force
    US Air Force
    US Air Force

    Contact Us

      •  705 Progress Ave. Suite 110, Scarborough, Ontario, M1H 2X1, Canada
      • +-437-913-9405
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