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Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) 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 gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound / outbound UCCE environment. This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.


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

  • Attendance of "Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE1)" or equivalent real world experience is a requirement to attend this course.
  • Working knowledge of Unified Communications Manager and Voice Gateways would be very helpful.

Delegates will learn how to

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.
  • Implement business rules as they apply to scripting and routing in Unified CM.
  • Install a basic CCE VXML Solution
  • Install, configure and run a CCE Outbound Option Campaign.
  • Describe how to support CCE.


Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
  • Describe the Cisco Unified Contact Center Solution for enterprise customers.
  • Identify the attributes of the Unified CCE Solution.
  • Identify the components of the Unified CCE Solution.
  • Describe naming conventions of the components of the Unified CCE solution.
  • List optional components in the Unified CCE solution.
  • Describe the attributes of various agent desktop options in the Unified CCE solution.
  • Identify new features provided after Unified CCE release version 8.X.
  • Provide an overview of the UCCE components and high-level network architecture.
  • Provide an overview of the role of gateways in a UCCE environment.
  • Provide an overview of CUCM high-level architecture and functionality.
  • Identify supported IP phones.
  • Provide a high level overview of ICM network architecture components and fault tolerance principles.
  • Define a Unified CVP and its characteristics.
  • Define the purpose and function of VXML.
  • List the features of Unified CVP.
  • Identify ICM terms.
  • Identify three call flow types found in CCE deployments.
  • Recognize additional components of UCCE.
  • Introduce the CCMP utility.
  • Introduce the CUIC reporting server.
  • Distinguish between different UCCE deployment models.
  • Identify features of the Packaged CCE solution.
  • Examine how to use ccmadmin tools.
  • Examine how to utilize the Unified CCE Tools icon.
  • Examine how to utilize the CVP Ops console.
  • Introduce Telnet and Secure Shell access tools for access to voice gateways.
  • Identify how to manage interface access to the CCMP.
Module 2: CCE Configuration and Scripting Review
  • Identify how to access and utilize the Configuration Manager from the Admin workstation.
  • Identify how to utilize Script Editor and use it to build ICM routing scripts.
  • Explain CTI Server Functionality.
  • Define how Finesse interacts with the CTI Gateway.
  • Explain the function of CTI OS Server.
  • Explain the function of CTI OS Client.
  • Describe CTI OS Agent Desktop.
  • Define the purpose of Agent States.
  • Identify the primary objects of the Configuration Manager tool to facilitate agent functionality.
  • Describe how to login to the CTI OS agent login screen.
  • Introduce the UCM configuration steps required for agent functionality.
  • Identify the steps required to create a UCM application user to support agent functionality.
  • Describe how to configure Agent IP phones for Unified CCE.
  • Describe the Agent Phone / JTAPI User Association.
  • List the six microapps and examples of each.
  • Identify how to access media servers and audio files provided with CVP server installation.
  • Examine the use of gateway prompt caching methods to optimize performance.
  • Examine scripting with microapplications.
  • Examine skills-based routing and the migration toward precision routing.
  • Identify how to use the CCE Web Administration interface to configure/change deployment type.
  • Examine the assignment of agent attributes to support precision queuing.
  • Identify steps used to define criteria for precision queues.
  • Define the steps required to build a basic script to support precision queuing.
  • Identify 9.0 system limits and new reports for Precision Routing.
  • Identify the configuration requirements necessary for a Unified CVP comprehensive deployment.
  • Describe how to configure Unified ICM to integrate with the Unified CVP.
  • Describe how to add the VRU to the configuration of Unified ICM in the PG Explorer.
  • Describe how to configure UCM to support transfer implementation.
  • Identify RONA calls behavior and discuss contingency treatment of such calls.
  • Identify the attributes of Unified MA.
  • List review tasks to verify configuration of Mobile Agent.
Module 3: Implementing Business Rules
  • Describe scripts, their advanced features and tools.
  • Describe business rules and best practice ICM scripting for reporting.
  • Identify how to configure PG by using ICM Configuration Manager.
  • Describe how to add the JTAPI Client for the connection to the Unified CM.
  • Recognize how to register and associate Route Point with a user.
  • Describe how to access and utilize RTMT.
  • Describe how to create call type for testing and build a test script.
  • Describe how to deal with IVR Node Results in failure conditions.
  • Discuss procedures required to enable Supervisor Assistance on the Toolkit Desktop.
  • Identify how to configure Emergency Assistance Scripts.
  • Describe the use and configuration of Reason Codes.
  • Identify different types of variables used to store information in the ICM software.
  • Describe how Script Editor’s built-in Formula Editor is used in constructing routing scripts.
  • Examine examples of Built-In Functions and their use to develop expressions.
  • Identify how custom functions work.
  • Examine the abilities and uses of Administrative Scripts.
  • Describe the steps for building an Administrative Script.
  • Describe the steps for scheduling an Administrative Script.
  • Describe the steps used for testing an administrative Script.
  • Explain the uses of Feature Control Sets.
  • Define an ICM User and create ICM User accounts.
  • Describe how to install and open Internet Script Editor.
  • Describe how the Silent Monitoring feature functions on both Unified CM and CTI OS.
  • Describe how to configure Unified CM Silent Monitoring on a CTI OS Server.
  • Describe how to configure CTI OS-Based Silent Monitoring.
  • Explore the use of Silent Monitoring Logs.
Module 4: CCE VXML Solution
  • Identify the benefits and challenges of using VXML.
  • Provide an overview of the application of VXML in a CVP deployment.
  • Configure the Unified CVP VXML Server in the Cisco Unified CVP Operations Console.
  • Configure a Cisco Unified Call Studio project.
  • Deploy a Cisco Unified Call Studio project and describe the administrative tasks necessary to ensure that applications are running correctly on the VXML server.
  • Describe ICM Considerations for VXML Application Support.
  • Describe how to enable database access on your CVP VXML Server.
  • Examine the process used to install JDBC Driver and add JNDI Context for DB Lookup.
  • Describe how to configure the Database Element of the Studio Application.
  • Discuss how to test an ICM Script with information coming back from the DB lookup.
  • Define Courtesy Callback and its components.
  • Examine the flow of a Courtesy Callback.
  • Examine the design considerations of Courtesy Callback.
  • Describe how to configure a script for Courtesy Callback.
  • Discuss the five steps used to create an Agent Greeting on the VXML Server.
  • Examine considerations for deploying Agent Greeting.
  • Describe how to configure Agent Greeting using an ICM Script.
  • Describe how to use the Test Record Greeting feature in Agent Desktop.
Module 5: UCCE Outbound Option
  • Explore the Outbound Option add-on for Unified CCE.
  • Identify components of Outbound Option.
  • Compare/contrast SIP and SCCP dialer types.
  • Explore the features and operation of each Outbound option dialing mode.
  • Discuss the use of ICM Admin and Routing scripts to control the features of an Outbound Option Campaign.
  • Describe the SIP call flow type.
  • Describe SIP Dialer design considerations.
  • Discuss voice Gateway design considerations.
  • Describe the features of an agent campaign and a pre-recorded (VRU) campaign.
  • Define prerequisite configurations for Outbound campaigns.
  • Explore the Agent-based campaign outbound option.
  • Describe how to script for agent-based campaign.
  • Explain how AMD detects and treats calls that detect an answering machine.
  • Describe how to configure and schedule Personal Callbacks.
  • Show how to configure IVR based campaign.
  • Describe how to script for IVR based campaign.
Module 6: CCE Support Considerations
  • Identify a logical Troubleshooting Methodology to use when diagnosing UCCE issues.
  • Identify the importance of correct problem identification when troubleshooting an issue.
  • Describe how and when to contact Cisco TAC.
  • Provide an overview of Diagnostic Framework Suite.
  • Describe how to use the Analysis Manager plug-in component of the RTMT.
  • Describe the use of Unified System CLI.
  • Explain the functions of the Diagnostic Framework Portico.
  • Identify the available ICM command line tools.
  • Describe the use of CVP statistics and how Unified CVP events can be configured to provide support information.
  • Describe troubleshooting functions for both ingress and egress of the IOS Gateway.
  • Explain how RTMT provides support for the UCM.
  • Describe key attributes of the Route Call Detail (RCD) and Termination Call Detail (TCD) tables as they relate to tracking a call in UCCE
  • Examine how to use SQL Query Analyzer to query the views in the AWDB for RCD and TCD records and identify the legs of a call flow as it relates to the RCD and TCD records.
  • TCD and RCD Overview
  • Querying RCD and TCD Records
  • Overview of the AUCCE2 Lab Environment
  • Explore Voice Gateway
  • Explore CVP and ICM Servers
  • Administering ICM Dialed Numbers and Call Types
  • Media Files and Variables in ICM Scripts
  • Basic IVR Scripting with Microapps
  • Configure ICM for Agent and Skill Group Functionality
  • Configure UCM for Agent Functionality
  • Install CTIOS Agent Desktop (Optional)
  • Scripting for Skill Groups and Queuing
  • Configuring Precision Routing
  • RONA
  • CTI Route Points for UCCE Calls and Transfers
  • Configure Agent Transfers via Dialed Number Plan
  • Configure Calls Using SIP with Proxy (3XY2): (Optional)
  • Administrative Scripts
  • Feature Control Sets and Users
  • VXML Server Configuration and Call Studio Installation
  • Create and Deploy a Cisco Unified Call Studio Project
  • Integrate VXML Applications with ICM Script
  • SQL DB Lookup Functionality for VXML
  • Courtesy Callback (CCB)
  • Agent Greeting
  • Basic Outbound Agent Campaign (SIP Dialer)
  • IVR Campaign (Challenge Lab)
  • Using Troubleshooting Tools
  • Track a call thru RCD/TCD Records
  • Instructor Break/Fix Lab

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