Course description

This course will teach you how to build a contact center based on the Cisco Unified Contact Center Express (UCCX). Cisco UCCX is a highly in-demand call center platform across the globe. The course provides a step-by-step process to set up Agents, Supervisors, Queues, Scripting, and troubleshooting. The acquired skill will be helpful in setting up a small/medium contact center environment to meet the needs of a small/medium business.

Cisco Unified Contact Center technologies provide powerful, agent-based services that result in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services. It enables the effective management of inbound and outbound voice, email, webchat, and customer interactions.


You will learn and master the following topics:

  • Introduction to Cisco Unified Contact Center Express (Cisco UCCX) Administration

  •  Cisco UCCX Call Center Agent Configuration

  •  Configuration of Agents, Skills, Call Queues, Supervisors, and Teams, etc

  •  Configuration of Trigger Numbers, Applications, Scripts, Prompts, and Documents, etc.

  •  Cisco UCCX Scripting with Basic to Intermediate level of Call Flow building

  •  Debugging and Troubleshooting Live Contact Center Call using UCCX Script Editor

  •  Time of Day and Day of the Week Routing

  •  Cisco UCCX 12.5 Installation and much more!


Who this course is for:

  • Unified Communication Engineers curious to implement and troubleshoot Cisco call center sites
  • Those who want to learn Cisco UCCX practically by deploying them and playing in Free and pre-built Cisco Sandbox lab.
  • Call Center Administrators, Cloud Architects, IVR Developers, Auto Attendant Developers, QAs, Unified Communication VoIP Engineers and Architects, Entrepreneurs, Startups, Small to Medium Business Owners



  • Should know basics of Cisco IP Telephony
  • Should know basic of Cisco Unified Communication


What you'll learn:

  • Installing and Deploying Cisco Unified Contact Center Express
  • Implementing Cisco Unified Contact Center Express
  • Cisco UCCX Call Flow Designing and Scripting
  • Agent Screen Pop-ups
  • Troubleshooting Live Contact Center Calls
  • Free Lab for Cisco Unified Contact Center Express on Cisco Devnet Sandbox

Course curriculum

  • 1

    Cisco Unified Contact Center Express

    • Welcome Thanks for Enrolling

    • AgentConfigurationv0.2

    • Introduction to Cisco UCCX

    • Agent Skills and Assign skills_v0.2

    • CSQs_v0.2

    • Teams_and_Supervisors_v0.2

    • Introduction to UCCX Script Editor and a Basic Call Flow_V0.2

    • UCCX Live Debugging and Troubleshooting_V0.2

    • UCCX TOD DOW_V0.2

    • Cisco UCCX Playing with Prompts and Get Statistics v0.1

    • UCCX Installation Final

    • Cisco Sandbox Lab Demo with UCCX 12.5 No Borders2

    • Thanks for Watching UCCX video

Meet your instructor!

Navidut Tauhid
Solution Architect

AWS Solution Architect, Azure Administrator, GCP Quest by Qwiklabs, CCIE Written, CCVP, CCNA, Cisco Unified Contact Centre Express Specialist, Cisco Unity Connection Specialist, with more than 15 years of experience in managing VoIP, Networking; System Administration; Helpdesk Management, Technical Support and Project Execution. Experience in setting up and managing VoIP, wide area networks and administering network devices.

Adept at mapping client’s requirements, custom designing solutions and troubleshooting for complex information VoIP network management.

Rich experience on UC Products like CCM, UCCX and UCCE, Cisco Voice Gateways and Unity Connection, Skype For Business, MS-Teams, Amazon Connect, AWS, Azure, GCP Cloud, Data Center etc.

Insightful knowledge in VMWare Virtualization.

Domain expertise in installing, administering Windows System Solution. Insightful knowledge in VoIP Server Management and VoIP Network Planning.

Excellent communication and interpersonal skills with proven abilities in resolving complex VoIP networking related issues.

Strong communication, collaboration and team building skills with deftness in training and supporting end users as well as developing technical staff to achieve performance objectives.

Private Label Rights (PLR)

This course is available with Private Label Rights (PLR). 

When you buy a course with private label rights on Uthena, the author of the course gives you permission to download the course and sell it as your own on your website according to the terms of the PLR license included.

If you would like to know more about the license terms, please visit this page.

After purchasing, you will have access to the course on Uthena and you will receive the PLR license with a download link and a special bonus.


See a sample of the PLR license.

You have the option to buy Master Resell Rights (MRR) to this course, which allows your customers to have the right to sell the course as well.

See a sample of the MRR license.

Take this course today!

"Cisco Unified Contact Center Express"

  • $37.81

    Lifetime enrollment

    Buy now!
  • $297.81

    Course + Master Resell Rights

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  • $67.81

    Course + Private Label Rights

    Buy now!

You can buy Private Label Rights (PLR) for this course and others, click here.

You can buy Master Resell Rights (MRR) for this course and others, click here.