Cisco Unified Contact Center Express (UCCX) eLearning

Start Date: January 01, 1970 – 12:00 AM (Pacific Time)

End Date: January 01, 1970 – 12:00 AM (Pacific Time)


Student financing options are available.

Transitioning military and Veterans, please contact us to sign up for a free consultation on training and hiring options.

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Course Description:

This instructor led, online training course is designed to support Cisco Contact Center engineers or administrators with a focus on basic adds, moves, and changes. Students will learn the basics of how an Express Cisco Contact Center operates within a production environment. Students will learn some of the more common features and applications available including how to setup phones, agents, applications and more! Students will also learn the fundamentals of UCCX’s scripts.

Course Outline

Introduction and preparation
Installation and initiazation
Call distrubition

Complete telephony
Resource management

CSQs based on skills
Resource and CSQ options
Desktop suite

Agent desktop
Supervisor desktop
Desktop administrator
IP phone agent

Linking phone
Introduction to scripts

CCX editor
Examining icd.aef
Scripting steps
Enterprise data

Data format
Customization and automation

Dial strings
Phone book
Reason codes
CAD agent
Silent monitoring and recording

Monitoring calls
Client based monitoring
Server based monitoring
Remote monitoring

Agent and setup
Web chat

Chat widget
Outbound dialing

SIP gateway
Optimizing outbound calls
Agent based campaigns
HTML trigger

Database subsystem

JDBC driver
Database configuration

Real-time reporting
Historical reporting

Config files
Trace tools
Network services
Show commands

Skills Learned

The basics of UCCX
Resource management
Basics of call scripting
Monitoring and recording
Dial strings

Who Should Attend This Course

This course is intended for network administrators and individuals seeking knowledge about administering a Cisco Contact Center Express environment.


None, but we recommend that students have:

Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.
Basic knowledge of Cisco networking


  • Accessible 24x7x365 both from your PC and Mobile Device
  • Enjoy job placement assistance for the first 12 months after course completion.
  • This course is eligible for CCS Learning Academy’s Learn and Earn Program: get a tuition fee refund of up to 50% if you are placed in a job through CCS Global Tech’s Placement Division*
  • Government and Private pricing available.*

*For more details call: 858-208-4141 or email:;

NOTE: These are our Partner Delivered eLearning.