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

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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.

Cisco WebEx Contact Center Training Video Sample Chapters

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What You Will Learn

Set up and manage Webex Contact Center tenants, sites, teams, and users
Configure queues, entry points, and routing strategies
Build call flows and IVR menus using Flow Designer
Enable voice, chat, and email digital channels
Use the Agent Desktop for call handling and monitoring
Generate reports and manage dashboards for analytics
Integrate Webex Contact Center with third-party systems (HTTP, CRM, etc.)

Cisco WebEx Contact Center: Master Course Outline

Part 1: WebEx Contact Center Lectures (v2 - Modern Platform)

Module 1: Introduction and Architecture

Chapter 1.1: Introduction to WebEx Contact Center
Chapter 1.2: Overview of WebEx Contact Center Architecture
Chapter 1.3: Overview of WebEx Calling for WebEx Contact Center Connectivity
Chapter 1.4: Overview of Accessing WebEx CC Application Interface and Licensing

Module 2: Tenant, User, and Profile Management

Chapter 2.1: Overview of WebEx Contact Center Tenant Profile
Chapter 2.2: Overview of WebEx CC User Types and User Profiles
Chapter 2.3: Overview of WebEx CC Desktop Profiles (Agent Profile), Wrap-Up, and Idle Codes
Chapter 2.4: Overview of WebEx CC Desktop Profiles (Agent Profile), Collaboration, Dial Plan, and Others
Chapter 2.5: Overview of WebEx CC Skills Profiles for Precision Routing
Chapter 2.6: Overview and Management of WebEx Contact Center Multimedia Profiles, Sites, and Teams

Module 3: Routing Strategies and Flow Designer Fundamentals

Chapter 3.1: Overview of WebEx CC Routing Strategy and Call Flow Introduction
Chapter 3.2: Overview of WebEx Routing Strategy Entry Points and Queues
Chapter 3.3: Overview of WebEx CC Flow Designer
Chapter 3.4: Basic Activity Configurations for Inbound Call Flows
Chapter 3.5: Working with Variables in Cisco WebEx CC
Chapter 3.6: Advanced Activity Configuration: Get Queue Info for PIQ and EWT
Chapter 3.7: Advanced Activity Configuration: Queue to Agent, Screen Pop-Up, Event Flow, and More
Chapter 3.8: Overview of Global Error Handling Within WebEx CC Flows
Chapter 3.9: Overview of WebEx CC Condition and Case Statements

Part 2: WebEx Contact Center Administration Video Labs

Module 1: Setup, Profiles, and Configuration

Lab 1: Overview of WebEx Control Hub and User Management for WxCC
Lab 2: Explore the Contact Center Management Portal and Control Hub
Lab 3: Creating User Profiles to Assign Rights to Agents and Users
Lab 4: Creating Agent Profiles to Control Features Available to Agents
Lab 5: Creating Various Multimedia Profiles for Agents
Lab 6: Creating Skill Definitions and Skill Groups
Lab 7: Create Sites and Capacity- or Agent-Based Teams
Lab 8: Enabling WebEx Users as Contact Center Agents and Supervisors
Lab 9: Creating Entry Points, Dial Numbers, and Queues

Part 3: WebEx Contact Center Scripting & Flow Designer Video Labs

Module 1: Core Flow Designer Labs

Lab 1: Introduction to WxCC Flow Designer
Lab 2: Creating WxCC Flows Using Play Music Activity
Lab 3: Creating WxCC Flows Using Play Message with Static Audio and Google TTS
Lab 4: Creating WxCC Flows Using Collect Digits Activities
Lab 5: Creating WxCC Flows Using Menu Activity to Build IVR Applications
Lab 6: Creating WxCC Flows Using Blind Transfer Activity
Lab 7: Creating WxCC Flows Using Queue Contact Activity
Lab 8: Creating WxCC Flows Using Get Queue Info and Build Queue Loops
Lab 9: Creating WxCC Flows Using Advanced Queue Info Activities
Lab 10: Creating WxCC Flows Using Escalate Call Distribution Activity
Lab 11: Creating WxCC Flows Using Queue to Agent Activities
Lab 12: Building a Flow with Customized Music on Hold and Loops
Lab 13: Creating a Loop and Loop Counter in WebEx CC Flows to Control Looping
Lab 14: Creating a Flow to Give Users an Opt-Out Option in Music on Hold

Module 2: Advanced Integrations and Data Formatting

Lab 15: Using HTTP Requests to Fetch Data From External Sources
Lab 16: Using HTTP Requests to Select Languages Based on User Preferences
Lab 17: Building Menus and Menu Choices Using HTTP Requests and JSON Files
Lab 18: Custom HTTP Connectors with Authentication to Fetch Data from Genesys Cloud CX
Lab 19: Integrating Cisco WebEx CC with Salesforce for Agent Desktop Integration
Lab 20: Integrating Cisco WebEx Contact Center with Microsoft Dynamics 365 CRM
Lab 21: Configuring WebEx Contact Center Queue Overflow with Cascading Teams and Skill Relaxation
Lab 22: Using WebEx CC HTTP Request Response Codes to Validate API Requests
Lab 23: Integrating WebEx CC via HTTP API with Amazon AWS Lambda and DynamoDB
Lab 24: Formatting WebEx CC Variable Data with Pebble Templates: Abbreviate
Lab 25: Formatting WebEx CC Variable Data with Pebble Templates: Date and Time
Lab 26: Formatting WebEx CC Variable Data with Pebble Templates: Slicing Phone Numbers

Part 4: Identity Platforms, SSO, and Cloud Integration

Module 1: Directory Integration and SSO

Chapter 1: Overview of Cisco WebEx Integration and Microsoft Azure
Chapter 2: Cisco WebEx Integration: On-Prem Active Directory with Directory Connector
Chapter 3: Cisco WebEx: Configure Directory Connector for Group Sync and License Assignment
Chapter 4: Integrating On-Prem Active Directory with Azure AD and Cisco WebEx Control Hub
Chapter 5: Configuring Azure Active Directory User Sync for WebEx Control Hub
Chapter 6: Enable SSO Between Microsoft Azure and WebEx Control Hub
Chapter 7: Cisco WebEx: Enabling SSO Between Microsoft Azure Entra ID and Cisco Unified CM
Chapter 8: Enabling SSO Between Microsoft Azure Entra ID, Cisco WebEx, and Cisco Unity Connection
Chapter 9: Enabling SSO Between Microsoft Azure Entra ID, Cisco WebEx, and Cisco Expressway for Jabber
Chapter 10: Enabling SSO Between Microsoft Azure Entra ID, Cisco WebEx, and Cisco Unified CCX
Chapter 11: Enabling WebEx Control Hub and Microsoft Azure Entra ID Wizard

Module 2: Cloud-Connected UC Services

Chapter 12: Cisco WebEx Cloud-Connected UC Directory Service Support for Unified CM
Chapter 13: Managing and Configuring WebEx Cloud-Connected UC Services for Day-to-Day Operations
Chapter 14: WebEx Cloud-Connected UC Provision Directory Synchronization
Chapter 15: Integrate WebEx Control Hub with Google Apps for SSO

Part 5: Migrating from Cisco UCCX to WebEx Contact Center

Module 1: Migration Strategy and Architecture

Chapter 1: Understanding On-Prem Collaboration Architecture
Chapter 2: Creating a Transition Plan for Migration of Cisco UCCX to Cloud
Chapter 3: Understanding PSTN Requirements for UCCX to WebEx CC Migration
Chapter 4: Understanding Differences Between UCCX and Cloud CC
Chapter 5: Mapping Administration and Agent Interfaces for UCCX and Cloud CC

Module 2: Identity, Infrastructure, and Routing Setup

Chapter 6: Integrating On-Prem Active Directory with Azure Entra ID
Chapter 7: Set up Single Sign-On (SSO) Between Cisco WebEx Control Hub and Azure Entra ID
Chapter 8: Configure Local Gateway for PSTN Calling Between Cisco CUCM, WebEx, and UCCX
Chapter 9: Configure Dialed Numbers (DN) for WebEx Contact Center Call Routing

Module 3: Resource, Agent, and Skill Migration

Chapter 10: Transfer and Configure UCCX Teams to WebEx Contact Center Teams Using Bulk Operations
Chapter 11: Migrate Resource Groups from UCCX to WebEx CC Using Bulk or Manual Operations
Chapter 12: Migrating Cisco UCCX Skills to WebEx Skill Definitions Using APIs and Python Scripts
Chapter 13: Define and Configure Multimedia Profiles, Agent Desktops, and Core Features in WebEx Contact Center
Chapter 14: Configuring Multimedia Profiles and CSQs from Cisco UCCX to WebEx Contact Center
Chapter 15: Prepare and Migrate Cisco UCCX Desktop Layouts, Business Hours, and Reason Codes to WebEx Contact Center
Chapter 16: Configure Idle and Wrap-Up Codes to Match Cisco UCCX Reason Codes with Desktop Profiles

Module 4: Script-to-Flow Migration

Chapter 17: UCCX Script to WebEx Flow (Part 1): Preparing Basic Flow Business Hours
Chapter 18: UCCX Script to WebEx Flow (Part 1): Map UCCX REST API Calls to WebEx CC HTTP Requests
Chapter 19: UCCX Script to WebEx Flow (Part 1): Map UCCX REST API Calls to WebEx CC HTTP Requests to Lookup Customer Data
Chapter 20: UCCX Scripts to WebEx Flow (Part 1): Transfer Values From JSON Responses in HTTP Requests to Local WebEx CC Variables
Chapter 21: UCCX Scripts to WebEx Flow (Part 1): Concatenate Strings to Reconstruct New Values in WebEx CC Flows
Chapter 22: UCCX Scripts to WebEx Flow (Part 1): Making HTTP Request Calls to Obtain Verticals and Using Loops to Control Flows
Chapter 23: UCCX Scripts to WebEx Flow (Part 1): Making HTTP Requests to Pull Data from XML to Create Dynamic IVR Menus