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AUCCE2 - Administering Cisco Unified Contact Center Enterprise, Part 2 v10.0 (AUCCE2)

  • Overview
  • Who Should Attend
  • Certifications
  • Prerequisites
  • Objectives
  • Content
  • Schedule
Course Overview

Duration: 5 days

This course is intended for system engineers and customers who will be involved with "Day 2" support of a UCCE solution deployed in a CVP comprehensive environment. You will learn the requirements, resources, and tools required to perform complex adds, moves, and changes in the inbound/outbound UCCE environment. The AUCCE1 course or equivalent prior experience is a prerequisite for attending this course.

Who Should Attend

  • Cisco Unified Communications system channel partners and resellers

  • Day 2 support personnel responsible advanced administration and support of the UCCE environment

Course Certifications

This course is part of the following Certifications:


  • Attendance of AUCCE1 or equivalent experience

  • Working knowledge of Unified Communications Manager and Voice Gateways is recommended

  • AUCCE1 - Administering Cisco Unified Contact Center Enterprise, Part 1 v10.0

Course Objectives

  • 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

  • Support CCE

Course Content

1. Course Introduction

  • Overview

  • Learner Prerequisite Skills and Knowledge

  • Course Goal and Objectives

  • Course Flow

  • Additional References

  • Your Training Curriculum

2. Cisco Unified Contact Center Enterprise v10 Foundations

  • Introducing UCCE

  • Unified CCE Architecture and Components

  • UCCE Terms, Routing and Additional Components

  • Accessing UCCE Tools

3. CCE Configuration and Scripting Review

  • Configuration Manager and Script Editor Review

  • CTI Review

  • Agent Skill Review

  • Microapps and Media File Review

  • Precision Routing Review

  • Transfers and RONA Review

  • Mobile Agents

4. Implementing Business Rules

  • 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

5. CCE VXML Solution

  • Basic VXML Functionality

  • Installing and Configuring VXML Solution

  • Basic VXML SQL Database Lookup

  • Exploring Courtesy Callback

  • Agent Greeting

6. UCCE Outbound Option

  • Outbound Option

  • Configuring Outbound Option for Agent and IVR Campaigns

7. CCE Support Considerations

  • Supporting UCCE

  • Diagnostic Framework Suite

  • UCCE Support

  • Tracking an Agent Call Through the Database

Course ID: AUCCE2

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