Cisco® Administering Cisco® Unified Contact Center Enterprise Boot Camp v10.0 (AUCCE-BC)



AUCCE-BC v10.0 describes the requirements needed to configure, monitor, and support a Cisco Unified CCE deployment which will include these topics: agent configuration, CTIOS and Finesse desktops, scripting for Cisco Unfified CCE, Cisco Unified CVP, and Voice XML, Administrative scripting, Skill Group and Precision Queue routing, External Database access, Courtesy Callback, Agent Greeting, Outbound Campaign Dialing, reporting, and troubleshooting tools. This class covers all topics represented in the AUCCE1 and AUCCE2 courseware.

Audience Profile

The primary audience for this course is as follows:
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. Day 1 and Day 2 support personnel.

Prerequisite(s) Recommended

There are no prerequisites for this course.

Learning Objectives

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

  • Identify the basic components and operations of the Cisco Unified CCE solution
  • Understand basic configuration tools and create a simple script
  • Perform the ICM configuration tasks required to support basic agent functionality
  • Build and test a basic IVR script utilizing Cisco Unified CVP MicroApps
  • Configure and script Cisco Unified CCE to support reporting requirements, skill group and precision queuing, ring-no-answer, transfers, time-of-day and day-of-week routing
  • Deploy and integrate the Cisco Unified CVP VXML component for external database access, Courtesy Callback and Agent Greeting
  • Understand requirements and configure Cisco Unified CCE for Outbound Campaign Dialing
  • Understand basic concepts and generate reports using Cisco Unified Intelligence Center
  • Describe Cisco Unified CCE support tools and call tracking

Course Outline

Course Outline

Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
• Introducing UCCE
• Unified CCE Components and Architecture
• UCCE Terms, Routing, and Additional Components
• Accessing UCCE Tools
Lab: Setting Up Your VPN and SIP Phone
Lab: Configuring Cisco Unified Communications Manager
Lab: Explore Your Voice Gateway (Ingress/VXML)

Module 2: UCCE Configuration and Scripting
• Configuration Manager
• Script Editor Overview
• Scripting for CVP
Lab: Explore CVP and ICM Servers
Lab: Tools and Utilities for Administering ICM Dialed Numbers and Call Types
Lab: Prepare a Simple Script

Module 3: Unified CCE Inbound Agent Considerations
• CTI Options Overview
• Configuring ICM for Agent Functionality
• Configuring UCM for Agent Functionality
• Scripting ICM for Agent Functionality
Lab: Use ICM Tools for ICM Scripts
Lab: Configure ICM for Basic Agent and Skill Group Functionality
Lab: Configure CUCM for Agent Functionality

Module 4: Unified CCE IVR/VRU Functionality
• Media Files and Variables in ICM Scripts
• Basic IVR Scripting with MicroApps
Lab: Install CTIOS Agent Desktop
Lab: Testing Basic Skill Group Functionality
Lab: Media Files and Variables in ICM Scripting
Lab: Basic IVR Scripting with MicroApps

Module 5: Additional UCCE Considerations
• Configuring CCE for Monitoring and Reporting
• Configuring and using Precision Queues
• Transfers and RONA Review
• Mobile Agents
• Advanced Scripting and Routing
• ICM Scripting Variables, Expressions, Formulas and Functions
• Creating an Administrative Script for Time of Day Routing
• Creating Feature Control Sets and Users
• Silent Monitoring and Recording
Lab: Configure CCE for Monitoring and Reporting
Lab: Configuring Precision Routing
Lab: Configuring Ring No Answer (RONA)

Module 6: VXML Implementation
• Basic VXML Functionality
• Installing and Configuring VXML
• Basic VXML SQL Database Lookup
• Exploring Courtesy Callback
• Agent Greeting
Lab: Implement Adminsitrative Scripts
Lab: CTI Route Point Initiated Calls
Lab: Feature Control Sets and Users

Module 7: UCCE Outbound Option
• Outbound Option
• Configuring Outbound Option for Agent and IVR Campaigns
Lab: VXML Server Configuration and Call Studio Installation
Lab: Create and Deploy a Cisco Unified Call Studio Project
Lab: Integrate VXML Applications with an ICM Script

Module 8: Cisco Unified Intelligence Center Reporting
• Cisco Unified IC Overview
• Cisco CUIC Reporting
Lab: SQL DB Lookup Functionality for VXML
Lab: Implement Cisco Courtesy Callback
Lab: Agent Greeting
Lab: Configure Outbound Agent Campaign SCCP Dialer

Module 9: CCE Support Considerations
• Supporting UCCE
• Diagnostic Framework Suite
• UCCE Support
• Tracking an Agent Call through the Database
Lab: CUIC Reports and Dashboards
Lab: Using Troubleshooting Tools
Lab: Track call thru RCD/TCD Records

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Instructions Method

Instructor Led