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Course Schedule
| Date | Time | Price | Options |
|---|---|---|---|
| 04/20/2026 | 09:00 AM - 05:00 PM CT | 2,795.00 |
Overview
The Administering Advanced Cisco Contact Center Enterprise (CCEAA) training teaches you how to execute advanced administration tasks associated with the Cisco® Contact Center Enterprise (CCE) solution through an in-depth examination of technical and operational requirements, and of the tools used to configure and ensure CCE solution functionality.
Who Should Enroll
- Deployment engineers
- Sales engineers
How you’ll benefit
This training will help you:
- Learn how to optimize management of CCE solutions for proactive management of contact centers tasks
- Manage the effects of using CCE solutions for scalability and interaction between the solution components for centralized application management
COURSE OBJECTIVES
Upon completing this course, the learner will be able to meet these overall objectives:
- 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, enabling CCE Route Requests from CUCM to support contacts initiated from a CUCM managed device (Gateways, Phones, Line Side Interactive Voice Response [IVR] Ports) and 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
Learning Path Prerequisites
There are no prerequisites for this training. However, the knowledge and skills you are recommended to have before attending this training are:
- Basic knowledge of networking (Windows Active Directory, SQL) and components (servers, routers, switch) is helpful but not required
- Working knowledge of Unified Communications Manager and voice gateways
- Basic understanding of Cisco Unified Contact Center Enterprise architecture and operation
COURSE OUTLINE
- PCCE Review
- Introducing Bulk Import Tools
- Configuring Advanced Scripting and CCE Data Exchange
- Cisco Unified Communications Manager Initiated Call Flows
- Using Gadgets to Customize the Finesse Desktop
- Implementing Mobile Agent
- Implementing Post Call Survey
FAQ
What if I have to reschedule my class due to conflict?
Ten (10) business days’ notice is required to reschedule a class with no additional fees. Notify TOPTALENT LEARNING as soon as possible at 469-721-6100 or by written notification to info@toptalentlearning.com to avoid rescheduling penalties.
How do I enroll for this class?
Please contact our team at 469-721-6100; we will gladly guide you through the online purchasing process.
What happens once I purchase a class?
You will receive a receipt and an enrollment confirmation sent to the email you submitted at purchase. Your enrollment email will have instructions on how to access the class. Any additional questions our team is here to support you. Please call us at 469-721-6100.
What is your late policy?
If a student is 15 minutes late, they risk losing their seat to a standby student. If a student is 30 minutes late or more, they will need to reschedule. A no-show fee will apply. Retakes are enrolled on a stand-by basis. The student must supply previously issued courseware. Additional fees may apply.
What happens when I finish my class?
You will receive a ‘Certificate of Completion’ once you complete the class. If you purchased an exam voucher for the class, a team member from TOPTALENT LEARNING will reach out to discuss your readiness for the voucher and make arrangements to send it.