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Administering Webex Contact Center Enterprise (AWXCCE)

Price: $4,495.00
Duration: 5 days
Learning Credits: 43

This course provides a comprehensive overview and detailed instruction on the Cisco Webex Contact Center Enterprise (Webex CCE). It covers foundational aspects, administration, configuration, routing, scripting, and troubleshooting.

  • Introduction to Webex CCE – Understanding architecture, key features, multi-channel options, licensing, and scripting interfaces.
  • Administration Portal – Navigation, access, customization, and portal management.
  • Security Roles and User Configuration – Managing user roles, access groups, and bulk tools.
  • Contact Center Skills – Agent skill configuration, scheduling, and Finesse considerations.
  • Routing and Audio Management – Routing controls, audio file management, and interaction with contact flows.
  • Interaction Manager and Contact Flows – Creating and deploying contact flows for IVR and ACD functionalities.
  • Agent and Supervisor Functions – Configuring teams, productivity features, and customizing desktop interfaces.
  • ICM Scripting and Call Handling – Building basic ICM scripts, implementing call treatment, queuing, and microapps.
  • Precision Routing and Transfers – Advanced routing and internal call handling techniques.
  • VXML Applications – Developing and integrating VXML applications for enhanced call flows.
  • Reporting with CUIC – Generating, customizing, and managing reports and dashboards.
  • Advanced Scripting and Data Exchange – Designing complex scripts and performing database lookups.
  • Troubleshooting and Support – Using diagnostic tools, health checks, and escalation procedures.

This course is designed to equip learners with the knowledge needed for effectively managing and enhancing a Cisco Webex Contact Center Enterprise environment.


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Course Outline and Details

The knowledge and skills that students are expected to have before attending this course are:

  • Basic knowledge of networking (Windows A/D, SQL) and components (servers, routers, switch) is helpful but not required.
  • Working knowledge of Unified Communications Manager and voice gateways.


  • Anyone responsible for Day 2 support of Webex CCE. 
  • Introduction to Webex CCE – Understanding architecture, key features, multi-channel options, licensing, and scripting interfaces.
  • Administration Portal – Navigation, access, customization, and portal management.
  • Security Roles and User Configuration – Managing user roles, access groups, and bulk tools.
  • Contact Center Skills – Agent skill configuration, scheduling, and Finesse considerations.
  • Routing and Audio Management – Routing controls, audio file management, and interaction with contact flows.
  • Interaction Manager and Contact Flows – Creating and deploying contact flows for IVR and ACD functionalities.
  • Agent and Supervisor Functions – Configuring teams, productivity features, and customizing desktop interfaces.
  • ICM Scripting and Call Handling – Building basic ICM scripts, implementing call treatment, queuing, and microapps.
  • Precision Routing and Transfers – Advanced routing and internal call handling techniques.
  • VXML Applications – Developing and integrating VXML applications for enhanced call flows.
  • Reporting with CUIC – Generating, customizing, and managing reports and dashboards.
  • Advanced Scripting and Data Exchange – Designing complex scripts and performing database lookups.
  • Troubleshooting and Support – Using diagnostic tools, health checks, and escalation procedures.

Module 1: An Introduction to Cisco Webex Contact Center Enterprise  

Objective: Introduce the capabilities, architecture, and navigation of the Webex Contact Center Enterprise solution

  • Webex Contact Center Enterprise overview
    • Standard/Additional Application availability
    • Digital (multi-channel) options
    • Contact Center Artificial Intelligence (CCAI) services overview
    • Licensing Options
  • Webex Contact Center Architecture overview
    • Security Considerations
    • Peering options overview
    • Infrastructure as a Service (IaaS) overview
  • PSTN/calling options
    • Agent options
  • Call/Data Flows overview
  • Scripting Interfaces Overview
    • Interaction Manager Designer
    • ICM Internet Script Editor  
    • CVP Call Studio
  • Options for connecting to the Webex Contact Center Enterprise Environment

Module 2: Webex CCE Administration Portal Interface  

Objective: Introduce the functionality of the Webex CCE Administration Portal

  • Admin Portal Features and Highlights
  • Accessing the Admin Portal (Launchpad)
    • SSO Options
    • Portal Mobile
  • Admin Portal Navigation
    • Launchpad
    • Customizing the Launchpad
  • Introduction to Interaction Manager (Contact Flow designer)
  • Discovery 1: Log in to the Portal
  • Discovery 2: Navigating the Webex CCE Environment
  • Discovery 3: Customizing the Launchpad

Module 3: Configuring Security Roles and Users  

Objective: Configure Agent and Non-Agent users incorporating security roles  

  • User Types
  • Security
  • Collections
    • Access Groups
    • Roles/Standard Roles
    • Configuring Non-Agent Users
  • Configuring Agent Users
  • Options for administering users (clone/deactivate/delete/audit)
  • Bulk Tools
  • Discovery 1: Add Non-Agent (Administrator) user
  • Discovery 2: Add an Agent User

Module 4: Configuring Contact Center Skills  

Objective: Demonstrate and configure the Agent Skilling options, including Skill Schedules

  • Skills Features
  • Adding Skills
  • Precision Queues and Attributes
  • Assigning Skills/Attributes to Agents
  • Scheduling Skill assignments
  • Finesse
    • Overview
    • Agent PG Considerations
  • Discovery 1: Creating Skills
  • Discovery 2: Configuring Attributes and Precision Queues
  • Discovery 3: Scheduling Skills
  • Discovery 4: Agent Login to Finesse

Module 5: Routing Controls  

Objective: Configure Routing Controls and Audio Files associated with Contact Flows

  • Overview of Routing Controls, Audio files and the relation to Contact Flows (scripting)
  • Routing Controls Features
  • Routing Controls types
    • Date/Time/Range
    • Number
    • Percentage
    • Schedule
    • Switch
    • Table
    • Text
    • Throttle
  • SBC to routing client controls
  • Discovery 1: Configure Routing Controls

Module 6: Audio Manager  

  • Audio Manager
    • Audio Prompts
    • Audio Groups
    • Audio Versioning
    • Language considerations
    • Scheduling audio
  • Discovery 1: Managing Audio Files

Module 7: Using the Interaction Manager to build Contact Flows  

Objective: Build Contact Flows to provide IVR and ACD treatment to the caller

  • Webex Contact Center Enterprise Scripting Overview
    • Interaction Manager Contact Flows
    • ICM Script Editor Routing Script considerations
    • IVR/VRU functions/nodes

Audio F

  • Call Studio Projects/Application considerations

Module 8: Supervisor and Agent productivity functions  

  • Agent Team Features
  • Supervisor Configuration
  • Agent Team Configuration
  • Reason Codes and WrapUp Codes
  • Phone Books
  • Discovery 1: Configure a Supervisor and Agent Team
  • Discovery 2: Configure/implement Reason Codes
  • Discovery 3: Configure Phone Book
  • Discovery 4: Customizing the Finesse Desktop

Module 9: Building a Basic Webex Contact Center Enterprise ICM Script

  • Introduction to Script Editor
  • Use Script Editor Nodes
  • Understand Variables
  • Schedule Scripts
  • Manage Additional ICM Scripting Tools
  • Discovery 1: Prepare a Basic Label Script
  • Discovery 2: Use ICM Tools for ICM Scripts
  • Discovery 3: Build an Agent Routing ICM Script

Module 10: Configuring Basic Call Treatment and Queuing

  • Review Media files and the Audio Manager
  • ECC Variables
  • Microapps
  • Play Media Microapp
  • Get Digits Microapp
  • Menu Microapp
  • Play Data Microapp
  • Get Speech Microapp
  • Capture Microapp
  • Scripting with Microapps
  • Discovery 1: Media Files and Variables in ICM Scripting
  • Discovery 2: Basic IVR Scripting with MicroApps

Module 11: Implementing Precision Routing

  • Exploring the Basics
  • Migration Path
  • Skill Groups vs. Precision Queues
  • Configuring Attributes and Precision Queues
  • Precision Routing Sample Scenario
  • Discovery 1: Configure and Implement Precision Routing in Flow Designer
  • Discovery 2: Configure and Implement Precision Routing in ICM Script Editor

Module 12: Internal Calls and Transfers

  • Understand Transfer Types and CVP Call Flow Models
  • Describe Subsequent Transfers
  • Perform UCM Configurations for Transfers
  • Configure CUCM as Routing Client and Agent Transfers
  • Discovery 1: Internal Calls and Transfers

Module 13: Implementing VXML Applications

  • VXML Overview
  • CCE VXML Architecture and Logic Flow
  • Build Basic Call Studio Project
  • Deploy Project, Verify Config
  • CCE Scripting for External VXML Applications
  • Discovery 1: VXML Server Configuration and Call Studio Installation
  • Discovery 2: Create and Deploy a Cisco Unified Call Studio Project
  • Discovery 3: Integrate VXML Applications with a CCE Script

Module 14: Running Unified CC Enterprise Reports with Unified IC

  • Introduce and Navigate CUIC
  • Reporting Touch Points
  • Access CUIC Stock Reports
  • Create CUIC Custom Reports
  • Create Custom Dashboards
  • Discovery 1: Running Stock Reports
  • Discovery 2: Creating a Custom Report
  • Discovery 3: Creating a Dashboard

Module 15: Configuring Advanced Scripting and CCE Data Exchange

  • Design for Advanced Scripting
  • CCE Data Exchange
  • Using Call Studio
  • Implement Database Lookup using VXML
  • Collect Response from the Caller
  • Invoking Call Studio Applications with CCE Routing Scripts
  • Discovery 1: Creating VXML Application using Call Studio
  • Discovery 2: Creating CCE Routing Script
  • Discovery 3: Testing your Call Flow

Module 16: Troubleshooting and Escalation  

  • Checking System Health
  • Collecting Log Files
  • Troubleshooting tools available to customers
  • Webex Contact Center Enterprise Support Processes
  • Webex Contact Center Enterprise Escalation Process
  • Discovery 1: Check system Health
  • Discovery 2: Collect Log and Trade files

Course Delivery Options

Train face-to-face with the live instructor.
Access to on-demand training content anytime, anywhere.
Attend the live class from the comfort of your home or office.
Interact with a live, remote instructor from a specialized, HD-equipped classroom near you. An SLI sales rep will confirm location availability prior to registration confirmation.

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