Cisco® Administering Cisco® Unified Contact Center Enterprise, Part 1 v10.0 (AUCCE1)



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.

Audience Profile

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

The secondary audience for this course is as follows:

  • Managers overseeing UCCE deployments

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 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

Course Outline

Course Outline

Module 1: Course Introduction
• Overview
• Learner Prerequisite Skills and Knowledge
• Course Goal and Objectives
• Course Flow
• Additional References
• Training Curriculum
Lab: Setting Up Your VPN and SIP Phone

Module 2: Cisco Unified Contact Center Enterprise v10 Foundations
• Introducing UCCE
• Unified CCE Components and Architecture
• UCCE Terms, Routing and Additional Components
• Accessing UCCE Tools
Lab: Configuring Cisco Unified Communications Manager

Module 3: UCCE Configuration and Scripting
• Configuration Manager
• Script Editor Overview
• Scripting for CVP
Lab: Explore CVP and ICM Servers
Lab: Prepare a Simple Script

Module 4: 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
Lab: Configure CUCM for Agent Functionality

Module 5: Unified CCE IVR/VRU Functionality
• Basic IVR Scripting with Microapps
• ICM Microapps
• Cisco Unified ICM Enterprise Scripting Using Microapplications
Lab: Install CTIOS Agent Desktop
Lab: Testing Basic Skill Group functionality in an ICM Script
Lab: Media Files and Variables in ICM Scripting
Lab: Basic IVR Scripting with Microapps

Module 6: Additional UCCE Considerations
• ICM Considerations for Reporting and Monitoring
• Precision Routing
Lab: Configure CCE for Monitoring and Reporting
Lab: Configure Precision Routing
Lab: Configuring Ring No Answer (RONA)

Module 7: VXML Implementation
• Basic VXML Functionality
• Installing and Configuring VXML
Lab: Implement Administrative Scripts
Lab: CTI Route Point Initiated Calls
Lab: VXML Server Configuration and Call Studio Installation

Module 8: Cisco Unified Intelligence Center Reporting
• Cisco Unified IC Overview
• Cisco CUIC Reporting
Lab: Create and Deploy a Cisco Unified Call Studio Project
Lab: Integrate VXML Applications with an ICM Script
Lab: CUIC Reports and Dashboards

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Course Code


Course Duration


Instructions Method

Instructor Led