Administering Unified Contact Center Enterprise Part 2 (AUCCE2)


Course Description

Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is a 5 day instructor-led course presented by training partners to system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound / outbound UCCE environment. This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.

Course Information


Length: 5 day

Format: Lecture and Lab

Delivery Method: Virtual / Onsite

Max. Capacity: 16


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Learning Objectives

  • Demonstrate advanced proficiency with add / move / change of the ACD / PBX (agent / skill) environment of UCCE
  • Demonstrate advanced proficiency with add / move / change of the IVR (prompt / collect) environment of UCCE including both MicroApp and VXML solution scripting (ICM Scripting and Call Studio scripting)
  • Demonstrate effective use of system tools to track and troubleshoot a call within a call flow


Who Should Attend

Channel Partner / Reseller, Customer, Employee