Duration: 5 days
Version: 2.0
Continuing Education credits: 40 points
Schedule of CLC-eligible Courses: here

The Administering Cisco Unified Contact Center Enterprise, Part 1 (AUCCE1) is an instructor-led or virtual instructor-led course presented to system engineers and customers who will be involved with “Day 2” support of the Cisco Unified Contact Center Enterprise 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.


After finishing this course, you will be able to:
  • 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.


  • Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
  • Module 2: UCCE Configuration and Scripting
  • Module 3: Unified CCE Inbound Agent Considerations
  • Module 4: Unified CCE IVR/VRU Functionality
  • Module 5: Additional UCCE Considerations
  • Module 6: VXML Implementation
  • Module 7: Cisco Unified Intelligence Center Reporting

Prerequisite Knowledge

There are no formal prerequisites for this training.

Who Should Enroll:
  • Channel Partner/Reseller
  • Customer
  • Employee