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Cisco Administering Advanced Cisco Contact Center Enterprise (CCEAA)

4.6 out of 5 rating

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3 Days

18 CPD hours

About this course

Deployment engineer
Sales engineer


After taking this course, you should be able to:
Describe the components, protocols, and call flow of Cisco Packaged Contact Center Enterprise (PCCE) by referencing the discovery platform to prepare for further scripting and configuration activities.
Run the CCE Bulk Import utility using the CCE Web Administration tool to develop a base line CCE configuration.
Configure an advanced VoiceXML (VXML) application implementing DB lookup functionality and digit collection using Call Studio and CCE Scripting tools; present call data collected from the caller to the Agent desktop.
Provision CCE to support Cisco Unified Communications Manager (CUCM) calls to the Contact Center using CUCM and CCE configuration tools. This functionality enables CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports). This functionality can also enable non-Contact Center calls and calls handled by Agents, whether existing or new.
Access and deploy custom gadgets to the Finesse desktop using the CCE Web Administration tool to further enhance functionality of the Finesse Agent Desktop.
Successfully deploy Mobile Agent in a CCE Environment.
Successfully deploy Post Call Survey in a CCE Environment.


The Administering Advanced Cisco Contact Center Enterprise (CCEAA) v1.0 course teaches you how to execute advanced administration tasks associated with the Cisco Contact Center Enterprise (CCE) solution.

PCCE Review
  • Review PCCE Architecture and Components
    Review PCCE Protocols
Introducing Bulk Import Tools
  • Use the PCCE Bulk Import Tool
    Use Bulk Import Templates
Configuring Advanced Scripting and CCE Data Exchange
  • Design for Advanced Scripting
    CCE Data Exchange
Cisco Unified Communications Manager Initiated Call Flows
  • Understand Transfer Types and Cisco Unified Custom Voice Portal (CVP) Call Flow Models
    Describe Subsequent Transfers
Using Gadgets to Customize the Finesse Desktop
  • Obtain Finesse Custom Gadgets
    Deploy Finesse Custom Gadgets
Implementing Mobile Agent
  • Examine Mobile Agent Functionality
    Identify Mobile Agent Architecture and Components
Implementing Post Call Survey
  • Examine Post Call Survey Functionality
    Configure Post Call Survey
Lab practice
  • Review Discovery
    Navigate CCE Discovery Architecture and Components
    Import Bulk Data
    Create a VXML Application Using Call Studio
    Configure Precision Queues
    Create a CCE Routing Script
    Customize the Finesse Desktop
    Test Your Call Flow
    Configure Cisco Unifi
Additional course details:

Nexus Humans Cisco Administering Advanced Cisco Contact Center Enterprise (CCEAA) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward.

This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts.

Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success.

While we feel this is the best course for the Cisco Administering Advanced Cisco Contact Center Enterprise (CCEAA) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you.

Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Training Insurance Included!

When you organise training, we understand that there is a risk that some people may fall ill, become unavailable. To mitigate the risk we include training insurance for each delegate enrolled on our public schedule, they are welcome to sit on the same Public class within 6 months at no charge, if the case arises.

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