Communications AUCCE 1 10.0 - Administering Unified Contact Center Enterprise Part 1 (AUCCE 1)

AUCCE 1 10.0 - Administering Unified Contact Center Enterprise Part 1 (AUCCE 1)


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3995.00 3,995.00

  • Course Delivery: Virtual Classroom
  • Language: English

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Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1) 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.

Course Objectives

Upon completing this course, the learner 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.
  • Deploy the CVP VXML component in a Unified CCE solution successfully.
  • Generate basic reports using Cisco Unified IC.

Topics Covered

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations

  • Lesson 1: Introducing UCCE
  • Lesson 2: Unified CCE Architecture and Components
  • 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: ICM Script Editor Overview
  • Lesson 3: Scripting for CVP

Module 3: CCE Inbound Agent Considerations

  • Lesson 1: CTI Options Overview
  • Lesson 2: Configure ICM for Agent Functionality
  • Lesson 3: Configure 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: ICM Scripting Using MicroApps

Module 5: Additional UCCE Considerations

  • Lesson 1: ICM Considerations for Reporting and Monitoring
  • Lesson 2: Precision Routing
  • Lesson 3: RONA

Module 6: External VXML Implementation

  • Lesson 1: Basic VXML Functionality
  • Lesson 2: Installing and Configuring VXML

Module 7: Cisco Unified Intelligence Center (CUIC) Reporting

  • Lesson 1: CUIC Overview
  • Lesson 2: CUIC Reporting

Lab Outline:

  • Lab 1-1: Overview of the AUCCE Lab Environment
  • Lab 1-2: Explore Your Voice Gateway (Ingress/VXML)
  • Lab 1-3: Explore CVP and ICM Servers
  • Lab 2-1: Administering ICM Dialed Numbers and Call Types
  • Lab 2-2: Prepare a Simple Label Script
  • Lab 2-3: Using ICM Tools for ICM Scripts
  • Lab 3-1: Configure ICM for Basic Agent and Skill Group Functionality
  • Lab 3-2: Configure UCM for Agent Functionality
  • Lab 3-3: Install CTIOS Agent/Supervisor Desktop Agent/Supervisor Desktop
  • Lab 3-4: Testing Basic Skill Group Functionality in an ICM Script
  • Lab 4-1: Media Files and Variables in ICM Scripts
  • Lab 4-2: Basic IVR Scripting with MicroApps
  • Lab 5-1: Configuring CCE for Monitoring and Reporting
  • Lab 5-2: Configuring and Using Precision Routing
  • Lab 5-3: RONA
  • Lab 5-4: Implement Administrative Scripts
  • Lab 5-5: Configure Calls Using SIP with Proxy (Optional)
  • Lab 5-6: Configure CTI Route Point for on-net CCE Calls and Agent-Initiated Transfers (Optional)
  • Lab 6-1: VXML Server Configuration and Call Studio Installation
  • Lab 6-2: Create and Deploy a Cisco Unified Call Studio Project
  • Lab 6-3: Integrate VXML Applications with an ICM Script
  • Lab 7-1: Run more CCE Reports, Create a Dashboard in CUIC


The knowledge and skills that a learner should 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 would be really helpful. Take the VFCC course, by example.
  • A basic understanding of contact center operations.

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