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Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1)

Course Description Schedule Course Outline

Who should attend

  • The target audience for this course is channel partners and field support personnel who are responsible for sales, implementation or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks, specifically individuals filling these roles.
  • Managers overseeing UCCE deployments


This course is part of the following Certifications:


The knowledge and skills that a learner must have before attending this course are as follows:

  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required
  • Working knowledge of a Windows computer including a mouse and the simultaneous use of the Alt-Tab keys is required
  • Working knowledge of Unified Communications Manager and Voice Gateways:
  • Basic understanding of contact center operations

Course Objectives

Upon completing this course, you will be able to meet these overall objectives:

  • 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.
  • Identify how to successfully deploy the CVP VXML component in a Unified CCE solution.
  • Generate basic reports using Cisco Unified IC.

Course Content

The Administering Cisco Unified Contact Center Enterprise Part 1 is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with Day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course describes the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound / outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.

Classroom Training
Modality: C

Duration 5 days

  • Australia: 6,000.- AUD
Dates and Booking
Click on town name to book Schedule
Asia Pacific
16/09/2019 - 20/09/2019 Sofia Course language: English Enroll
Czech Republic
07/01/2019 - 11/01/2019 Prague Course language: English Enroll
07/01/2019 - 11/01/2019 Paris Enroll
20/05/2019 - 24/05/2019 Paris Enroll
02/09/2019 - 06/09/2019 Paris Enroll
27/05/2019 - 31/05/2019 Bucharest Course language: English Enroll
18/03/2019 - 22/03/2019 Ljubljana Course language: English Enroll
11/11/2019 - 15/11/2019 Istanbul Course language: English Enroll
United Kingdom
14/01/2019 - 18/01/2019 guaranteed date! London, City Enroll
03/06/2019 - 07/06/2019 London, City Enroll
16/09/2019 - 20/09/2019 London, City Enroll
02/12/2019 - 06/12/2019 London, City Enroll
iTLS will carry out all guaranteed training regardless of the number of attendees, exempt from force majeure or other unexpected events, like e.g. accidents or illness of the trainer, which prevent the course from being conducted.