The Administering Cisco Contact Center Enterprise (CCEA) v1.0 course 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. You receive hands-on practice using administrative tools to perform routine adds, moves, and changes in an inbound contact center environment.


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

Learning Objectives

After taking this course, you should be able to:
Navigate CCE configuration and scripting tools
Configure a dialed number, call type, and media routing domain
Build a basic Cisco Intelligent Contact Management (ICM) script
Configure agents and skill groups
Configure basic Interactive Voice Response (IVR) functionality
Implement attributes and precision queues
Configure Ring-No-Answer (RONA) using CCE configuration tools
Configure and populate an agent team and primary supervisor
Improve agent efficiency through finesse enhancements
Build and test a basic Voice XML (VXML) application
Implement roles, departments, and business hours
Run Cisco Unified Intelligence Center (CUIC) reports using the Reporting tool

  • Cisco Unified Contact Center Review

  • Contact Center Basics
    Components and Architecture

  • Deploying Basic Call Settings

  • Associate Basic Call Settings
    Explore Media Routing Domains

  • Building a Basic Cisco Unified Contact Center Enterprise Script

  • Introduce Script Editor
    Use Script Editor Nodes

  • Configuring Basic Agent Functionality

  • Introduce Agent Functionality
    Configure Agent Desk Settings

  • Configuring Basic Call Treatment and Queuing

  • Explore Media Server and Files
    Introduce Microapps

  • Implementing Precision Routing

  • Introduce Precision Routing Basics
    Examine the Migration Path

  • Configuring RONA Support

  • Introduce RONA Functionality
    Identify RONA Timeout Considerations

  • Configuring Agent Teams and Supervisors

  • Configuring Teams and Supervisors
    Explore Agent Roles

  • Administering the Cisco Finesse Desktop

  • Administering Cisco Finesse Desktop
    Introduce Cisco Finesse Administration

  • Implementing Voice XML Applications

  • Introduce VXML
    Build a Basic Call Studio Project

  • Configuring Roles, Departments, and Business Hours

  • Examine Post-Call Survey Functionality
    Configure Post-Call Survey

  • Running Unified CC Enterprise Reports with Unified Intelligence Center (IC)

  • Configure Unified CC Enterprise Administrators
    Configure Departments


This course is best for Account and project managers, Contact Center Enterprise (CCE) administrators, Deployment engineers, and Technical sales.




To fully benefit from this course, you should have the following knowledge: Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required Working knowledge of Unified Communications Manager and voice gateways Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation


Length: 4.0 days (32 hours)


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