Administer the platform
Configure tenants, users, teams, profiles, skills, entry points, dial numbers and queues.
VoiceBootcamp eLearning
Cisco Webex Contact Center Video Training Prepare for Webex Contact Center Certification
Master Cisco Webex Contact Center from configuration through advanced Flow Designer development. Learn through self-paced training videos, practical demonstrations and hands-on labs—without attending a classroom.
Everything Included in the Training Package
- 100+ Webex Contact Center video labs and lectures
- Webex Contact Center administration training
- Advanced Flow Designer lectures and demonstrations
- Integration with Azure, Okta and Google
- Cisco UCCX to Webex Contact Center migration
- 100 hours of hands-on lab access
Webex Contact Center Training Access
5-Year Access
Unlimited Updates
Explore the Cisco Webex Contact Center training videos and eLearning platform before enrolling. No credit card is required.
Preview Webex Contact Center Training
Watch a real training lesson covering Cisco Webex Contact Center configuration, Flow Designer and practical administration tasks.
100+ Video Labs
100 Hours of Lab Access
5-Year Access
+
Complete Webex Contact Center Learning Path
Develop practical skills in administration, Flow Designer, third-party integrations and migration from Cisco UCCX to Webex Contact Center.
100+Video labs and lectures
100 HoursHands-on lab access
5 YearsTraining access
20+ YearsInstructor expertise
Complete engineer learning path
From Webex Contact Center administration to advanced Flow Designer development
Develop practical skills across platform configuration, routing, scripting, cloud identity, CRM and API integrations, and migration from Cisco UCCX.
Build production flows
Create IVRs, routing logic, variables, queue loops, error handling and agent experiences.
Integrate and migrate
Connect external systems and convert UCCX resources and scripts into Webex Contact Center.
What you will learn
Develop practical, job-ready Webex Contact Center skills
- Set up and manage tenants, sites, teams and users
- Configure queues, entry points and routing strategies
- Build call flows and IVR menus with Flow Designer
- Work with HTTP requests, JSON data and Pebble templates
- Integrate Salesforce, Dynamics 365, AWS and Genesys Cloud CX
- Configure Azure Entra ID, directory synchronization and SSO
- Plan and execute migration from UCCX to Webex Contact Center
Master course outline
Explore the complete curriculum
Open each part to review the included lectures, demonstrations and hands-on video labs.
1Webex Contact Center Lectures—Modern Platform
Module 1: Introduction and Architecture
- Introduction to Webex Contact Center
- Overview of Webex Contact Center Architecture
- Webex Calling for Webex Contact Center Connectivity
- Accessing the Webex CC Application Interface and Licensing
Module 2: Tenant, User and Profile Management
- Webex Contact Center Tenant Profile
- User Types and User Profiles
- Desktop Profiles, Wrap-Up and Idle Codes
- Desktop Profiles, Collaboration, Dial Plan and Other Settings
- Skills Profiles for Precision Routing
- Multimedia Profiles, Sites and Teams
Module 3: Routing Strategies and Flow Designer Fundamentals
- Routing Strategy and Call Flow Introduction
- Routing Strategy Entry Points and Queues
- Webex CC Flow Designer
- Basic Activities for Inbound Call Flows
- Working with Variables
- Get Queue Info for PIQ and EWT
- Queue to Agent, Screen Pop-Up, Event Flow and More
- Global Error Handling
- Condition and Case Statements
2Webex Contact Center Administration Video Labs
Module 1: Setup, Profiles and Configuration
- Control Hub and User Management for Webex CC
- Contact Center Management Portal and Control Hub
- User Profiles and Access Rights
- Agent Profiles and Feature Controls
- Multimedia Profiles for Agents
- Skill Definitions and Skill Groups
- Sites and Capacity- or Agent-Based Teams
- Enable Users as Agents and Supervisors
- Entry Points, Dial Numbers and Queues
3Scripting & Flow Designer Video Labs
Module 1: Core Flow Designer Labs
- Introduction to Webex CC Flow Designer
- Play Music Activity
- Play Message with Static Audio and Google TTS
- Collect Digits Activities
- Menu Activity for IVR Applications
- Blind Transfer Activity
- Queue Contact Activity
- Get Queue Info and Queue Loops
- Advanced Queue Info Activities
- Escalate Call Distribution Activity
- Queue to Agent Activities
- Customized Music on Hold and Loops
- Loop and Loop Counter
- Music-on-Hold Opt-Out
Module 2: Advanced Integrations and Data Formatting
- HTTP Requests to External Sources
- Language Selection with HTTP Requests
- Menus with HTTP Requests and JSON
- Authenticated Connectors to Genesys Cloud CX
- Salesforce Agent Desktop Integration
- Microsoft Dynamics 365 CRM Integration
- Queue Overflow, Cascading Teams and Skill Relaxation
- HTTP Response-Code Validation
- AWS Lambda and DynamoDB Integration
- Pebble Templates: Abbreviate
- Pebble Templates: Date and Time
- Pebble Templates: Slicing Phone Numbers
4Identity Platforms, SSO and Cloud Integration
Module 1: Directory Integration and SSO
- Webex Integration and Microsoft Azure
- On-Premises Active Directory with Directory Connector
- Directory Connector Group Sync and License Assignment
- Active Directory, Azure AD and Control Hub Integration
- Azure AD User Sync for Control Hub
- SSO Between Microsoft Azure and Control Hub
- Azure Entra ID SSO with Unified CM
- Azure Entra ID SSO with Unity Connection
- Azure Entra ID SSO with Expressway for Jabber
- Azure Entra ID SSO with Unified CCX
- Control Hub and Azure Entra ID Wizard
Module 2: Cloud-Connected UC Services
- Cloud-Connected UC Directory Service for Unified CM
- Managing Cloud-Connected UC Services
- Cloud-Connected UC Directory Synchronization
- Control Hub Integration with Google Apps for SSO
5Migrating from Cisco UCCX to Webex Contact Center
Module 1: Migration Strategy and Architecture
- On-Premises Collaboration Architecture
- UCCX-to-Cloud Transition Planning
- PSTN Requirements for Migration
- Differences Between UCCX and Cloud Contact Center
- Mapping Administration and Agent Interfaces
Module 2: Identity, Infrastructure and Routing Setup
- Active Directory Integration with Azure Entra ID
- SSO Between Control Hub and Azure Entra ID
- Local Gateway PSTN Calling Between CUCM, Webex and UCCX
- Dialed Numbers for Webex Contact Center Routing
Module 3: Resource, Agent and Skill Migration
- Transfer UCCX Teams with Bulk Operations
- Migrate UCCX Resource Groups
- Migrate Skills with APIs and Python Scripts
- Configure Multimedia Profiles, Agent Desktops and Core Features
- Map Multimedia Profiles and CSQs
- Migrate Desktop Layouts, Business Hours and Reason Codes
- Map Idle and Wrap-Up Codes to UCCX Reason Codes
Module 4: Script-to-Flow Migration
- Prepare Basic Business-Hours Flows
- Map UCCX REST API Calls to HTTP Requests
- Use HTTP Requests to Look Up Customer Data
- Transfer JSON Response Values to Local Variables
- Concatenate Strings to Reconstruct Values
- Use HTTP Requests, Verticals and Loops
- Pull XML Data to Create Dynamic IVR Menus
Experience the training first
Start with free access—upgrade when you are ready
Explore real Webex Contact Center training lessons and the VoiceBootcamp eLearning platform. No credit card or payment information is required for the trial.
Webex Contact Center Self-Study Kit
Complete administration, Flow Designer, integration and migration learning path.
$899 USD
- 100+ video labs and lectures
- 100 hours of hands-on lab access
- Five years of training access
- Course updates included
No credit card required
Start learning today
Experience Cisco Webex Contact Center training free
Preview the practical instruction, explore the eLearning platform and decide whether the complete learning path is right for you.
Start Your Free Trial Get a QuoteVoiceBootcamp eLearning
Cisco Webex Contact Center Video Training Prepare for Webex Contact Center Certification
Master Cisco Webex Contact Center from configuration through advanced Flow Designer development. Learn through self-paced training videos, practical demonstrations and hands-on labs—without attending a classroom.
Everything Included in the Training Package
- 100+ Webex Contact Center video labs and lectures
- Webex Contact Center administration training
- Advanced Flow Designer lectures and demonstrations
- Integration with Azure, Okta and Google
- Cisco UCCX to Webex Contact Center migration
- 100 hours of hands-on lab access
Webex Contact Center Training Access
5-Year Access
Unlimited Updates
Explore the Cisco Webex Contact Center training videos and eLearning platform before enrolling. No credit card is required.
Preview Webex Contact Center Training
Watch a real training lesson covering Cisco Webex Contact Center configuration, Flow Designer and practical administration tasks.
100+ Video Labs
100 Hours of Lab Access
5-Year Access
+
Complete Webex Contact Center Learning Path
Develop practical skills in administration, Flow Designer, third-party integrations and migration from Cisco UCCX to Webex Contact Center.
100+Video labs and lectures
100 HoursHands-on lab access
5 YearsTraining access
20+ YearsInstructor expertise
Complete engineer learning path
From Webex Contact Center administration to advanced Flow Designer development
Develop practical skills across platform configuration, routing, scripting, cloud identity, CRM and API integrations, and migration from Cisco UCCX.
Administer the platform
Configure tenants, users, teams, profiles, skills, entry points, dial numbers and queues.
Build production flows
Create IVRs, routing logic, variables, queue loops, error handling and agent experiences.
Integrate and migrate
Connect external systems and convert UCCX resources and scripts into Webex Contact Center.
What you will learn
Develop practical, job-ready Webex Contact Center skills
- Set up and manage tenants, sites, teams and users
- Configure queues, entry points and routing strategies
- Build call flows and IVR menus with Flow Designer
- Work with HTTP requests, JSON data and Pebble templates
- Integrate Salesforce, Dynamics 365, AWS and Genesys Cloud CX
- Configure Azure Entra ID, directory synchronization and SSO
- Plan and execute migration from UCCX to Webex Contact Center
Master course outline
Explore the complete curriculum
Open each part to review the included lectures, demonstrations and hands-on video labs.
1Webex Contact Center Lectures—Modern Platform
Module 1: Introduction and Architecture
- Introduction to Webex Contact Center
- Overview of Webex Contact Center Architecture
- Webex Calling for Webex Contact Center Connectivity
- Accessing the Webex CC Application Interface and Licensing
Module 2: Tenant, User and Profile Management
- Webex Contact Center Tenant Profile
- User Types and User Profiles
- Desktop Profiles, Wrap-Up and Idle Codes
- Desktop Profiles, Collaboration, Dial Plan and Other Settings
- Skills Profiles for Precision Routing
- Multimedia Profiles, Sites and Teams
Module 3: Routing Strategies and Flow Designer Fundamentals
- Routing Strategy and Call Flow Introduction
- Routing Strategy Entry Points and Queues
- Webex CC Flow Designer
- Basic Activities for Inbound Call Flows
- Working with Variables
- Get Queue Info for PIQ and EWT
- Queue to Agent, Screen Pop-Up, Event Flow and More
- Global Error Handling
- Condition and Case Statements
2Webex Contact Center Administration Video Labs
Module 1: Setup, Profiles and Configuration
- Control Hub and User Management for Webex CC
- Contact Center Management Portal and Control Hub
- User Profiles and Access Rights
- Agent Profiles and Feature Controls
- Multimedia Profiles for Agents
- Skill Definitions and Skill Groups
- Sites and Capacity- or Agent-Based Teams
- Enable Users as Agents and Supervisors
- Entry Points, Dial Numbers and Queues
3Scripting & Flow Designer Video Labs
Module 1: Core Flow Designer Labs
- Introduction to Webex CC Flow Designer
- Play Music Activity
- Play Message with Static Audio and Google TTS
- Collect Digits Activities
- Menu Activity for IVR Applications
- Blind Transfer Activity
- Queue Contact Activity
- Get Queue Info and Queue Loops
- Advanced Queue Info Activities
- Escalate Call Distribution Activity
- Queue to Agent Activities
- Customized Music on Hold and Loops
- Loop and Loop Counter
- Music-on-Hold Opt-Out
Module 2: Advanced Integrations and Data Formatting
- HTTP Requests to External Sources
- Language Selection with HTTP Requests
- Menus with HTTP Requests and JSON
- Authenticated Connectors to Genesys Cloud CX
- Salesforce Agent Desktop Integration
- Microsoft Dynamics 365 CRM Integration
- Queue Overflow, Cascading Teams and Skill Relaxation
- HTTP Response-Code Validation
- AWS Lambda and DynamoDB Integration
- Pebble Templates: Abbreviate
- Pebble Templates: Date and Time
- Pebble Templates: Slicing Phone Numbers
4Identity Platforms, SSO and Cloud Integration
Module 1: Directory Integration and SSO
- Webex Integration and Microsoft Azure
- On-Premises Active Directory with Directory Connector
- Directory Connector Group Sync and License Assignment
- Active Directory, Azure AD and Control Hub Integration
- Azure AD User Sync for Control Hub
- SSO Between Microsoft Azure and Control Hub
- Azure Entra ID SSO with Unified CM
- Azure Entra ID SSO with Unity Connection
- Azure Entra ID SSO with Expressway for Jabber
- Azure Entra ID SSO with Unified CCX
- Control Hub and Azure Entra ID Wizard
Module 2: Cloud-Connected UC Services
- Cloud-Connected UC Directory Service for Unified CM
- Managing Cloud-Connected UC Services
- Cloud-Connected UC Directory Synchronization
- Control Hub Integration with Google Apps for SSO
5Migrating from Cisco UCCX to Webex Contact Center
Module 1: Migration Strategy and Architecture
- On-Premises Collaboration Architecture
- UCCX-to-Cloud Transition Planning
- PSTN Requirements for Migration
- Differences Between UCCX and Cloud Contact Center
- Mapping Administration and Agent Interfaces
Module 2: Identity, Infrastructure and Routing Setup
- Active Directory Integration with Azure Entra ID
- SSO Between Control Hub and Azure Entra ID
- Local Gateway PSTN Calling Between CUCM, Webex and UCCX
- Dialed Numbers for Webex Contact Center Routing
Module 3: Resource, Agent and Skill Migration
- Transfer UCCX Teams with Bulk Operations
- Migrate UCCX Resource Groups
- Migrate Skills with APIs and Python Scripts
- Configure Multimedia Profiles, Agent Desktops and Core Features
- Map Multimedia Profiles and CSQs
- Migrate Desktop Layouts, Business Hours and Reason Codes
- Map Idle and Wrap-Up Codes to UCCX Reason Codes
Module 4: Script-to-Flow Migration
- Prepare Basic Business-Hours Flows
- Map UCCX REST API Calls to HTTP Requests
- Use HTTP Requests to Look Up Customer Data
- Transfer JSON Response Values to Local Variables
- Concatenate Strings to Reconstruct Values
- Use HTTP Requests, Verticals and Loops
- Pull XML Data to Create Dynamic IVR Menus
Experience the training first
Start with free access—upgrade when you are ready
Explore real Webex Contact Center training lessons and the VoiceBootcamp eLearning platform. No credit card or payment information is required for the trial.
Webex Contact Center Self-Study Kit
Complete administration, Flow Designer, integration and migration learning path.
$899 USD
- 100+ video labs and lectures
- 100 hours of hands-on lab access
- Five years of training access
- Course updates included
No credit card required
Start learning today
Experience Cisco Webex Contact Center training free
Preview the practical instruction, explore the eLearning platform and decide whether the complete learning path is right for you.
Start Your Free Trial Get a Quote