Learn Cisco Unified Contact Center Enterprise Advanced Administration v11.5

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Cisco Unified Contact Center Enterprise Advanced Administration v11.5 Course Overview

The Cisco Unified Contact Center Enterprise Advanced Administration v11.5 course provides an in-depth understanding of how to configure, implement, and administer Cisco Unified Contact Center Enterprise (UCCE). It provides comprehensive coverage of the components, architecture, and features of UCCE, as well as best practices for effective management of enterprise contact centers.
The course covers topics including system sizing, solution design, utilization of the scripting tools, reporting, agent administration, and outbound capabilities. Learners will also gain an in-depth understanding of the advanced features of UCCE, such as Intelligent Contact Management, IVR personalization, and Voice over IP (VoIP).
By the end of this course, participants will be able to:
• Design UCCE solutions for a variety of customer contact strategies
• Deploy, configure, and administer UCCE
• Utilize skills-based routing and other advanced UCCE features
• Utilize the scripting tools to create and modify scripts to meet client's requirements
• Analyze various reports and metrics to optimize contact center performance
• Analyze call distribution and agent performance results
• Understand how outbound capabilities can be utilized to improve contact center operations.

This is a Rare Course and it can be take up to 3 weeks to arrange the training.


The 1-on-1 Advantage

Get 1-on-1 session with our expert trainers at a date & time of your convenience.

Flexible Dates

Start your session at a date of your choice-weekend & evening slots included, and reschedule if necessary.

4-Hour Sessions

Training never been so convenient- attend training sessions 4-hour long for easy learning.

Destination Training

Attend trainings at some of the most loved cities such as Dubai, London, Delhi(India), Goa, Singapore, New York and Sydney.

You will learn:

Module 1. Cisco Unified Contact Center Enterprise Overview
  • Presenting Cisco Unified Contact Center Enterprise
  • Cisco Unified CCE Core Components
  • Cisco Unified CCE Options
  • Basic Call Flow Models
  • Advanced Scripting and Routing
  • ICM Scripting Variables, Expressions, Formulas, and Functions
  • Silent Monitoring and Recording
  • Advanced CVP Configurations
  • Finesse Overview
  • Finesse Administration
  • Finesse IP Phone Agent
  • Basic VoiceXML Functionality
  • Using Call Studi
  • ICM Scripting for VoiceXML Applications
  • Accessing an External Database
  • Traditional Translation Routing
  • Translation Routing to CVP
  • Cisco Outbound Option
  • Courtesy Callback
  • Agent Greeting/Whisper Announcements
  • Mobile Agent
  • CUIC Overview
  • CUIC Administration
  • Importing and Using CVP Reports
  • Custom Reporting
Live Online Training (Duration : 40 Hours) Fee On Request
We Offer :
  • 1-on-1 Public - Select your own start date. Other students can be merged.
  • 1-on-1 Private - Select your own start date. You will be the only student in the class.

4 Hours
8 Hours
Week Days

Start Time : At any time

12 AM
12 PM

1-On-1 Training is Guaranteed to Run (GTR)
Group Training
Date On Request
Course Prerequisites

This course is designed for administrators and systems engineers who already have core skills in the fields of Unix, Windows, and/or Cisco Unified Communications Manager in addition to basic contact center skills. Some Cisco Unified Contact Center Enterprise (Unified CCE) experience is helpful but not required. It is recommended that students take the Cisco Unified Contact Center Enterprise Essentials & Advanced v11.5 (UCCE) training before enrolling in this course.

Target Audience

Cisco Unified Contact Center Enterprise Advanced Administration v11
5 is a training course designed for system administrators, technical support personnel, and contact center engineers
This course is best suited for those who already have a basic knowledge and experience with Cisco Unified Contact Center Enterprise (UCCE)
In this course, participants will learn how to configure, manage, and support the UCCE version 11
5 Cisco application
They will be able to understand the components of UCCE, customer interactions, agent skills, routing strategies, and modern reporting requirements
Participants will also be able to design and implement UCCE customer interaction solutions
This course is ideal for those interested in acquiring the knowledge and hands-on experience in using UCCE version 11
5 in customer contact center environments

Learning Objectives of Cisco Unified Contact Center Enterprise Advanced Administration v11.5

1. Gain an understanding of the Cisco Unified Contact Center Enterprise Design Architecture
2. Learn about the components of the UCCE system
3. Develop skills in reporting and monitoring advanced administration tasks in Cisco Unified Contact Center Enterprise
4. Configuration of the UCCE system
5. Administration of user profiles, queues, and other business rules
6. Implementing Voice, Email, and Web Interaction Routing
7. Learn about the System Design and Troubleshooting methods
8. Configure CTI, Reporting, and Unified IP IVR Services
9. Become adept in Disaster Recovery and Finesse Agent Desktop Management
10. Master agent deployment and supervisor desktop support in UCCE environment

Student Feedback  (Check Koenig Feedback on Trustpilot)

Q1 Say something about the Trainer? Q2 How is Koenig different from other training Companies? Q3 Will you come back to Koenig for training ?
on Trust Pilot
Student Name Feedback
Saad A. Al-suqayran
United States
A2. They have the skill to communicate information


1-on-1 Public - Select your start date. Other students can be merged.
1-on-1 Private - Select your start date. You will be the only student in the class.
Yes, course requiring practical include hands-on labs.
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You can request a refund if you do not wish to enroll in the course.
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Yes, we do offer corporate training More details
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It is recommended but not mandatory. Being acquainted with the basic course material will enable you and the trainer to move at a desired pace during classes.You can access courseware for most vendors.
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Buy-Now. Pay-Later option is available using credit card in USA and India only.
You will receive the digital certificate post training completion via learning enhancement tool after registration.
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You can pay through debit/credit card or bank wire transfer.
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Yes, fee excludes local taxes.
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The Fee includes:
  • Remote Labs
Yes, Koenig Solutions is a Cisco Learning Partner
Schedule for Group Training is decided by Koenig. Schedule for 1-on-1 is decided by you.
In 1 on 1 Public you can select your own schedule, other students can be merged. Choose 1-on-1 if published schedule doesn't meet your requirement. If you want a private session, opt for 1-on-1 Private.
Duration of Ultra-Fast Track is 50% of the duration of the Standard Track. Yes(course content is same).

Prices & Payments

Yes of course.
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Travel and Visa

Yes we do after your registration for course.

Food and Beverages



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