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AUCCE-BC - Administering Cisco Unified Contact Center Enterprise Boot Camp v10.0

This class covers all topics represented in the AUCCE1 and AUCCE2 courseware.

GK# 3837

Course Overview

In this course, you will learn about the requirements needed to configure, monitor, and support a Cisco Unified CCE deployment, which includes the following topics: agent configuration, CTIOS and Finesse desktops, scripting for Cisco Unified CCE, Cisco Unified CVP, and Voice XML, administrative scripting, skill group and precision queue routing, external database access, courtesy callback, agent greeting, outbound campaign dialing, reporting, and troubleshooting tools. This class covers all topics presented in the AUCCE1 and AUCCE2 courses.

Delivery Format Options

  • Classroom Live

    Classroom Live

    Receive face-to-face instruction at one of our training center locations.


    $6760 CAD

    5 day

  • Virtual Classroom Live

    Virtual Classroom Live

    Experience expert-led online training from the convenience of your home, office or anywhere with an Internet connection.


    $6760 CAD

    5 day

  • Private Group Training

    Private Group Training

    Train your entire team in a private, coordinated professional development session at the location of your choice.

    Receive private training for teams online and in-person.

Request a date or location for this course.

What You'll Learn

  • Basic components and operations of the Cisco Unified CCE solution
  • Basic configuration tools and create a simple script
  • Perform the ICM configuration tasks required to support basic agent functionality
  • Build and test a basic IVR script utilizing Cisco Unified CVP MicroApps
  • Configure and script Cisco Unified CCE to support reporting requirements, skill group and precision queuing, ring-no-answer, transfers, as well as time-of-day and day-of-week routing
  • Deploy and integrate the Cisco Unified CVP VXML component for external database access, courtesy callback, and agent greeting
  • Requirements and configure Cisco Unified CCE for outbound campaign dialing
  • Basic concepts and generate reports using Cisco Unified Intelligence Center
  • Cisco Unified CCE support tools and call tracking


  • Working knowledge of Cisco Unified Communications Manager and voice gateways
  • Basic understanding of contact center operations
  • Basic knowledge of Microsoft software such as Windows Active Directory, Windows Server, SQL Server and other Microsoft client operating systems is helpful but not required
  • Basic knowledge of Cisco networking components such as routers and switches is helpful but not required

Who Needs To Attend

  • Channel partners and field support personnel responsible for sales, implementation, or administration of a Cisco Unified Contact Center and VRU implementation in customer enterprise networks
  • Support personnel
  • Managers overseeing UCCE deployments

Note: This course, like all Global Knowledge courses, is provided only to individuals sponsored by an employer (business, government agency, non-profit, etc.). Fee-paying members of the general public are not permitted to register. For more information, please contact us at 1-866-716-668.

Course Outline

Download Course Outline

Related Certifications

This course is part of the following programs or tracks: