AUCCE1
The Administering Cisco Contact Center Enterprise (CCEA) v1.0 training teaches you the contextual information around call flow between components in the Cisco Unified Contact Center Enterprise (UCCE) solution including intelligent contact routing, call treatment, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management over an IP infrastructure. In this course, you will receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.
- The Administering Cisco Contact Center Enterprise (CCEA) v1.0 training teaches you the contextual information around call flow between components in the Cisco Unified Contact Center Enterprise (UCCE) solution including intelligent contact routing, call treatment, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management over an IP infrastructure. In this course, you will receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.
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Course Description
Key Takeaways
- 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
- Identify how to successfully deploy the CVP VXML component in a Unified CCE solution
- Generate basic reports using Cisco Unified IC
Who Should Attend?
- System Engineer
Who should attend
- Accountant
- Project Manager
- Contact Center Enterprise Administrator
- Deployment Engineer
- Sales Engineer
Prerequisites
Required
- Working knowledge of Unified Communications Manager and voice gateways
- Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required
- Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation
Recommended
- Implementing and Operating Cisco Collaboration Core Technologies (CLCOR) v1.3--
- Understanding Cisco Collaboration Foundations (CLFNDU) v1.2
Course Outline
Module 1 – Cisco Unified Contact Center Review
- Contact Center Basics
- CCE Components and Architecture
- Call Flow
- CCE Access Tools
- Discovery 01-1: Navigating CCE Discovery Architecture and Components
- Discovery 01-2: Exploring ICM Configuration Tools
Module 2 – Deploying Basic Call Settings
- Media Routing Domains
- Call Types
- Dialed Numbers
- Discovery 02-1: Administering ICM Dialed Numbers and Call Types
Module 3 – Building a Basic Cisco Unified Contact Center Enterprise Script
- Introduction to Script Editor
- Use Script Editor Nodes
- Understand Variables
- Schedule Scripts
- Manage Additional ICM Scripting Tools
- Discovery 3-01 Prepare a Basic Label Script
- Discovery3-02 Use ICM Tools for ICM Scripts
Module 4 – Configure Basic Agent Functionality
- Introduce Agent Functionality
- Configure Agent Desk Settings
- Configure Skill Groups and Skill Targets
- Configure an Agent
- Configure Agent Targeting Rules
- Build an Agent Routing ICM Script
- Prepare Agent Logon
- Discovery 4-01 Configure ICM for Basic Agent and Skill Group Functionality
- Discovery 4-02 Configure CUCM for Agent Functionality
- Discovery 4-03 Testing Basic Skill Group Functionality in an ICM Script
Module 5 – Configuring Basic Call Treatment and Queuing
- Media Server and Files
- ECC Variables
- Microapps
- Play Media Microapp
- Get Digits Microapp
- Menu Microapp
- Play Data Microapp
- Get Speech Microapp
- Capture Microapp
- Scripting with Microapps
- Discovery 5-01 Media Files and Variables in ICM Scripting
- Discovery 5-02 Basic IVR Scripting with MicroApps
Module 6 – Implementing Precision Routing
- Exploring the Basics
- Migration Path
- Skill Groups vs. Precision Queues
- Configuring Attributes and Precision Queues
- Precision Routing Sample Scenario
- Discovery 6-01 Configure and Implement Precision Routing
Module 7 – Configuring RONA Support
- RONA Function Overview
- RONA Time-out Considerations
- RONA Script Logic
- Discovery 7-01 Configuring RONA
Module 8 – Configuring Agent Teams and Supervisors
- Agent Roles
- Supervisor
- Team Function
- Discovery 8-01 Configure Agent Teams and Supervisors
Module 9 – Administering the Cisco Finesse Desktop
- Finesse Server Integration
- Custom Call Variable Layouts
- Phone Books
- Reason Codes
- Workflows
- Discovery 9-01 Finesse Administration
Module 10 – Implementing VXML Applications
- VXML Overview
- CCE VXML Architecture and Logic Flow
- Build Basic Call Studio Project
- Deploy Project, Verify Config
- CCE Scripting for External VXML Applications
- Discovery 10-1: VXML Server Configuration and Call Studio Installation
- Discovery 10-2: Create and Deploy a Cisco Unified Call Studio Project
- Discovery 10-3: Integrate VXML Applications with a CCE Script
Module 11 – Configuring Roles, Departments and Business Hours
- Introducing Roles
- Configuring CCE Administrators
- Configuring Departments
- Defining Business Hours
- Discovery 11-01 Configuring Roles, Departments and Business Hours
Module 12 – Running Unified CC Enterprise Reports with Unified IC
- Introduce and Navigate CUIC
- Reporting Touch Points
- Access CUIC Stock Reports
- Create Custom Dashboards
- Discovery 12-01 Reporting
Exam Formats
| Questions | There are 120 MCQ-based questions are there. | |
| Duration | Candidates have 3.5 hours i.e. 210 minutes to clear these questions | |
| Types of questions | Questions are built on different scenarios, and case studies to test real-life concepts and knowledge. | |
| Exam Mode | Computer-based exam |
Certification Process
There are certain requirements which you need to fulfil to apply for this certification course such as:
Work experience: It requires 7,500 hours of business analysis work within the last 10 years.
Education: Need to engage in professional development activities, programmes and education within the last 4 years for a minimum of 35 Hours.
Exam: After this, an MCQ-based exam needs to be completed and passed to become a certified business analysis professional. It requires the learners to write 120 questions.
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Course Advisor
MOHAMMED GUFRAN
17 years of Experience
Enterprise Networking | Network Security | Software Defined Networking & AutomationDirector - Technical Operation Network Binary Gufran, a Cisco Authorized and CCIE certified instructor, possesses more than 15 years of training mastery in Networking, Security, SDN, and many other advanced courses and technologies. With CCNA, CCNP, and many other diverse Cisco specializations, he's achieved CCIE Security (50220). From foundational concepts to complex Cisco networks & and security topics like Identity Service Engine, Web Security, Email Security, Firewalls, VPN, NGIPS, and NGFW, he's a seasoned instructor. He aptly managed global training projects, collaborating with esteemed institutions like the Bank of Tanzania, EMAL - Abu Dhabi, PIC - Kuwait, and many clients based in the US & and UK. His journey empowers organizations and individuals through roles ranging from Training Consultant to Senior Training Consultant, including contributions to content management and trainer evaluation. As Network Binary's Director of Technical Operations, Gufran mentors instructors shapes training solutions, and leads pioneering course development. He also helps drive business growth, collaborates with training industry experts, and sets benchmarks for training excellence. Recipient of multiple Instructor Excellence and Distinguished Awards from Cisco, Gufran's narrative radiates learning, innovation, and technical leadership PROFESSIONAL EXPERIENCE
- 2025 - Present
- 2017 - 2023
- 2011 - 2017
- 2008 - 2011
- 2006 - 2008
-
- Director of Technical Operation at Network Binary
- Senior Training Consultant - NIIT Limited
- Koenig Solutions Pvt Ltd
- Technical Head - Jetking
- Senior Hardware and Networking Trainer
- Enterprise Networking
- Network Security
- Software Defined Networking & Automation
- Checkpoint, Palo Alto, and Fortinet Firewall technologies
- Data Center Technologies
- IPv6 Design and Development
- MPLS
- BGP
- CERTIFICATIONS
- Certified Cisco Systems Instructor
- Cisco Certified Internetwork Expert - Security (50220)
- Cisco Certified Network Professional - Enterprise
- Cisco Certified Network Professional - Security
- Cisco Certified Specialist - SD-WAN
- Cisco Certified Specialist - SD-Access
- Cisco Certified Specialist - BGP
- Cisco Certified Specialis - Firewall
- Cisco Certified Specialist - IPv6
Course Benefits
Here's What People Are Saying About Cybersec Trainings
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India
Kishore covered the Basics and helped us do the Labs during the training session. It helped us to practice and apply the concepts during the session. He also pro-actively asked for any issues and helped to clarify the doubts during Labs. I appreciate his efforts & thank Orbus International for arranging such a interactive training program.
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India
The practical sessions on Alibaba Cloud were highly engaging, offering hands-on experience that made learning effective. The trainer’s knowledge was exceptional, simplifying complex topics with ease. Orbus International’s focus on both practical application and in-depth expertise makes their training programs highly valuable for anyone looking to master cloud technologies.
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India
I had the privilege of receiving training on Alibaba Cloud from Orbus International, and it was an exceptional experience. The content was well-structured, and the trainers were highly knowledgeable, making complex concepts easy to grasp. I feel much more confident in my skills now, thanks to the quality of training delivered.
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Just one drawback/ feedback is practice time for LAB could’ve been for one more additional week where I could’ve got more hands-on and get myself well equipped.”
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India
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Award-winning, Industry-experienced, and certified instructors who are passionate about sharing their knowledge.
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Hands-on learning with expertly designed labs. Personalized Training Options: We understand that every learner has unique needs. That's why we offer personalized training options to accommodate different learning styles and preferences.
