UCCE-A v11.5 Certification Training

BONUS! Cyber Phoenix Subscription Included: All Phoenix TS students receive complimentary ninety (90) day access to the Cyber Phoenix learning platform, which hosts hundreds of expert asynchronous training courses in Cybersecurity, IT, Soft Skills, and Management and more!

Course Overview

Our 5 day, instructor-led UCCE-A v11.5 (Cisco Unified Contact Center Enterprise Administration) training and certification boot camp in Washington, DC Metro, Tysons Corner, VA, Columbia, MD or Live Online helps prepare learners to administer the Cisco Unified CCE v11.5 solution. This course will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution and requirements for basic ACD and IVR configurations to include using ICM Configuration Manager and associated utilities, setting up agents, providing for basic IVR activities and using the Cisco Finesse Agent desktop. This course will also provide knowledge on how to use the ICM Script Editor and associated utilities to implement basic routing techniques, routing for transfers, ring-no-answer conditions and Precision Routing. And last, this course provides basic overall knowledge on Cisco Unified Intelligence Center deployments and how to use the reporting interface to access, view, and personalize report templates and dashboards. Upon completing this course, the learner will be able to meet these overall objectives:
  • Understand the Cisco Unified CCE solution, architecture, solution options, integrated features, and call flow options.
  • Understand basic principles and configuration requirements for ACD activity in Cisco Unified CM, Cisco Unified CVP, ICM, and how to access and use the Cisco Finesse Agent Desktop.
  • Understand requirements and configurations to implement IVR activity in Cisco Unified CVP.
  • Understand and use administrative features and functions of ICM and implement more complex routing to include Precision Routing, routing from Cisco Unified Communications Manager and routing in a ring-no-answer condition.
  • Understand basic concepts and terms to access, view, modify reports and use other reporting functions provided by Cisco Unified Intelligence Center.


Currently, there are no public classes scheduled. Please contact a Phoenix TS Training Consultant to discuss hosting a private class at 301-258-8200.

Program Level


Training Delivery Methods

Group Live


5 Days / 32 hours Training

CPE credits

26 NASBA CPE Credits

Field of Study

Information Technology

Advanced Prep


Course Registration

Candidates can choose to register for the course by via any of the below methods: Upon registration completion candidates are sent an automated course registration email that includes attachments with specific information on the class and location as well as pre-course study and test preparation material approved by the course vendor. The text of the email contains a registration confirmation as well as the location, date, time and contact person of the class. Online enrolment closes three days before course start date. On the first day of class, candidates are provided with instructions to register with the exam provider before the exam date.

Complaint Resolution Policy

To view our complete Complaint Resolution Policy policy please click here: Complaint Resolution Policy

Refunds and Cancellations

To view our complete Refund and Cancellation policy please click here:  Refund and Cancellation Policy

Course Outline

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

Module 2: Basic ACD Configurations

  • Configuring Cisco Unified Communications Manager
  • Configuring Cisco Unified CVP
  • Configuring Cisco Unified CCE
  • Using Cisco Finesse
  • Using Cisco Unified CCE Script Editor

Module 3: Configuring Cisco Unified CVP for IVR Functionality

  • Basic IVR Configurations
  • Basic IVR Scripting using CVP Micro-Applications

Module 4: Extended Functions

  • ICM User Accounts and Feature Control Sets
  • Using ICM Utilities
  • Understanding ICM Variables
  • Precision Routing
  • Routing Calls from Cisco Unified CM
  • Ring-No-Answer Routing
  • ICM Administrative Scripting

Module 5: Cisco Unified CCE Reporting

  • Introducing Cisco Unified Intelligence Center
  • Running and Modifying CUIC Reports
  • Creating CUIC Reports and Dashboards

Lab Outline

  • Lab 1-0: Setting up your VPN and Student CIPC
  • Lab 2-1: Configuring Cisco Unified Communications Manager
  • Lab 2-2: Test Basic Routing Functions of Intelligent Contact Manager
  • Lab 2-3: Configure ICM and Test Basic ACD Routing
  • Lab 3-1: Configure and License Cisco Unified CVP
  • Lab 3-2: Configure Voice Browsers for Cisco Unified CVP
  • Lab 3-3: Cisco Unified CVP Proof of Concept
  • Lab 3-4: Implementing ACD Routing with Prompting, Collecting and Queuing
  • Lab 4-1: Configuring Feature Control Sets, ICM Users and Using Internet Script Editor
  • Lab 4-2: Using Script Editor Utilities
  • Lab 4-3: Configuring Precision Routing
  • Lab 4-4: Configuring Reroute on No Answer (RONA)
  • Lab 4-5: CTI Route Point Initiated Calls
  • Lab 4-6: Implement an Administrative Script
  • Lab 5-1: Navigating CUIC
  • Lab 5-2: Running and Modifying CUIC Reports


All students must have their own personal computer or laptop for access to lab systems, WebEx (for WebEx deliveries), and course materials (if electronic materials are used). These computers must conform with these capabilities:
  • A Microsoft Windows PC (Windows Vista, Windows 7, and Windows 8) or virtual machine with full audio capabilities.
  • Must have already installed Cisco AnyConnect VPN software and Cisco IP Communicator or have Administrator rights to install Cisco AnyConnect VPN software and Cisco IP Communicator.
  • Access to the internet with speeds greater than 1 Mbps.
  • Mozilla Firefox (v45 or better [preferred]) or Internet Explorer 11.
  • Must have the ability to use Remote Desktop Connection for access to lab servers.
  • Headsets for audio communications can be helpful.
  • Basic knowledge of Cisco networking and components such as routers and switches.
  • Basic knowledge of Microsoft software products such as Microsoft Windows Server deployed in an Active Directory environment.
  • Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.

BONUS! Cyber Phoenix Subscription Included: All Phoenix TS students receive complimentary ninety (90) day access to the Cyber Phoenix learning platform, which hosts hundreds of expert asynchronous training courses in Cybersecurity, IT, Soft Skills, and Management and more!

Phoenix TS is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints re-garding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: www.nasbaregistry.org

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