Helps prepare learners to administer the Cisco Unified CCE v11.5 solution.


* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

Upon completing this course, the learner will be able to meet these overall objectives:
Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options.
Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop.
Understand requirements and configurations to implement IVR activity in Cisco Unified CVP.
Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager and routing in a ring-no-answer condition.
Understand basic concepts and terms to access, view, modify reports and use other reporting functions provided by Cisco Unified Intelligence Center.

  • Cisco Unified Contact Center Enterprise Overview

  • Lesson 1- Presenting Cisco Unified Contact Center Enterprise
    Lesson 2- Cisco Unified CCE Core Components
    Lesson 3- Cisco Unified CCE Options
    Lesson 4- Basic Call Flow Models

  • Basic ACD Configurations

  • Lesson 1- Configuring Cisco Unified Communications Manager
    Lesson 2- Configuring Cisco Unified CVP
    Lesson 3- Configuring Cisco Unified CCE
    Lesson 4- Using Cisco Finesse
    Lesson 5- Using Cisco Unified CCE Script Editor

  • Configuring Cisco Unified CVP for IVR Functionality

  • Lesson 1- Basic IVR Configurations
    Lesson 2- Basic IVR Scripting using CVP Micro-Applications

  • Extended Functions

  • Lesson 1- ICM User Accounts and Feature Control Sets
    Lesson 2- Using ICM Utilities
    Lesson 3- Understanding ICM Variables
    Lesson 4- Precision Routing
    Lesson 5- Routing Calls from Cisco Unified CM
    Lesson 6- Ring-No-Answer Routing

  • Cisco Unified CCE Reporting

  • Lesson 1- Introducing Cisco Unified Intelligence Center
    Lesson 2- Running and Modifying CUIC Reports
    Lesson 3- Creating CUIC Reports and Dashboards


The primary audience for this course is Cisco Unified Communications system channel partners and resellers who are responsible for sales, implementation or administration of a Cisco Unified Contact Center, System and technical support engineers, Day 1 and Day 2 support personnel, and Administrative and reporting personnel.




While there are no prerequisites for this course, please ensure you have the right level of experience to be successful in this training.


Length: 5.0 days (40 hours)


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