Cisco4 min read
Mastering Cisco UCCE: A Guide to Elevating Contact Center Operations
Master Cisco UCCE to streamline contact centers, optimize customer interactions, and advance your career in multi-channel communication.
Cisco training
Administering Cisco Unified Contact Center Enterprise Course
Unlock your potential with AUCCE1 Part 1 Training – Enroll now!
- Online & classroom
- Hands-on labs
- Certification prep
- 9 modules
Administering Cisco Unified Contact Center Enterprise Course
The Cisco Unified Contact Center Enterprise Training from VoIP Trainers equips participants with essential skills for managing Cisco’s contact center solutions. Covering system architecture, call flow management, and agent desktop configuration, the program combines hands-on labs with theoretical knowledge, allowing learners to apply concepts to real-world scenarios. With guidance from expert instructors, attendees gain valuable insights and practical experience, preparing them to excel in modern contact center environments.
Prerequisites for Administering Cisco Unified Contact Center Enterprise Training
- Basic understanding of networking concepts and protocols.
- Experience with Cisco Unified Communications Manager or similar systems.
- Basic knowledge of contact center operations and components.
- Experience in administering or supporting IT systems.
- Familiarity with voice over IP (VoIP) and related technologies.
Learning Objectives for AUCCE1 Part 1 Training:
- Understand the architecture and components of Cisco Unified Contact Center Enterprise (UCCE).
- Configure and manage UCCE call flows and routing.
- Administer agent desktops and user permissions.
- Implement and troubleshoot UCCE features and functionalities.
- Monitor system performance and analyze call metrics.
- Utilize reporting tools for performance evaluation and optimization.
- Integrate UCCE with other Cisco collaboration solutions.
- Prepare for certification exams related to Cisco UCCE administration.
Curriculum
Administering Cisco Unified Contact Center Enterprise Training syllabus
01Introduction to Cisco Unified Contact Center Enterprise (UCCE)2 topics
- Overview of UCCE architecture and components
- Understanding deployment models and system requirements
02UCCE Configuration2 topics
- Configuring UCCE applications and components
- Setting up call routing and handling
03Call Flow Management2 topics
- Designing and managing call flows
- Implementing scripts and triggers for call handling
04Agent Desktop Administration2 topics
- Configuring agent desktops and user profiles
- Managing agent permissions and roles
05Feature Implementation and Troubleshooting2 topics
- Implementing UCCE features (e.g., call recording, IVR)
- Troubleshooting common UCCE issues and using diagnostic tools
06Monitoring and Reporting2 topics
- Monitoring UCCE system performance
- Utilizing reporting tools to analyze call metrics and performance
07Integration with Cisco Collaboration Solutions2 topics
- Integrating UCCE with Cisco Unified Communications Manager (CUCM)
- Understanding the interoperability with other Cisco solutions
08Hands-On Labs2 topics
- Practical exercises for UCCE configuration and management
- Real-world scenarios to apply learned concepts
09Certification Preparation2 topics
- Review of key topics and hands-on lab experiences
- Final assessment to prepare for UCCE certification exams
The syllabus is updated with every vendor release. Request the latest detailed syllabus →
Why train with VoIP Trainers
Comprehensive programmes
From VoIP fundamentals to advanced networking, with practical knowledge and certification preparation.
Hands-on labs
Practise on real-world scenarios in a controlled lab environment, not just slides.
Expert instructors
Learn from working industry professionals who share real deployment insights and best practices.
Customised training
Sessions tailored to your organisation, so your team learns exactly what it needs.
Ongoing support
Continued help and resources to keep up with the latest platform releases and trends.
Networking opportunities
Connect with peers and industry experts and grow your professional network.
Administering Cisco Unified Contact Center Enterprise Training: FAQs
What is the duration of the training?
The training lasts for 4 days.
Who should attend this course?
System engineers, administrators, and support engineers responsible for tier one support should attend.
What will I learn during the course?
You will learn to use administrative tools for routine tasks such as adding, moving, and changing settings in a contact center.
Are there any prerequisites for this training?
Yes, you should have basic networking knowledge, experience with Cisco systems, and a basic understanding of contact center operations.
Is hands-on practice included in the course?
Yes, the course includes hands-on practice with administrative tools and real-world scenarios.
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