Cisco CLHCT Training (300-830)
Cloud Customer Experience – WebEx Calling & Contact Center
The Implementing Cisco Collaboration Cloud Customer Experience (CLCCE 300-830) course is designed for engineers, architects, and administrators who deploy and support Webex Contact Center solutions.
What is included:
- 5-day intensive instructor-led
- 200 hours of dedicated lab access
- Dual CCIE certified instructor
- 2-year retake policy
- 5 Years of eLearning for UCaaS, CCaaS & CPaaS Access.
| Course | Course Date | Location | Register |
|---|---|---|---|
| Implementing and Operating Cisco Collaboration Core Technologies v.13 (CLCOR) | 06-22-2026 9:30 am | Online (Live) – Eastern Standard Timezone GMT -5 | Register |
| Implementing and Operating Cisco Collaboration Core Technologies v.13 (CLCOR) | 08-24-2026 9:30 am | Online (Live) – Pacific Standard Timezone GMT -5 | Register |
| Implementing and Operating Cisco Collaboration Core Technologies v.13 (CLCOR) | 10-26-2026 9:30 am | Online (Live) – Eastern Standard Timezone GMT -5 | Register |
| Implementing and Operating Cisco Collaboration Core Technologies v.13 (CLCOR) | 12-28-2026 9:30 am | Online (Live) – Pacific Standard Timezone GMT -5 | Register |
What You'll Learn
Course Outline
Labs Outline
Related Certifications
Follow-On Courses
What You'll Learn
The Implementing Cisco Collaboration Cloud Customer Experience (CLCCE 300-830) course is designed for engineers, architects, and administrators who deploy and support Webex Contact Center solutions.
You’ll learn how to:
- Design and configure telephony and call routing for Webex Contact Center
- Build and manage multi-channel customer journeys across voice, chat, email, SMS, and social
- Configure tenant settings, users, desktops, and recordings
- Build real-time and historical reports and dashboards
- Use advanced flow features, HTTP requests, webhooks, and APIs
- Understand and position Webex AI capabilities such as AI Agent, summarization, and analytics
By the end of the course, you’ll be able to confidently implement and support cloud-based customer experience solutions and be well-prepared for the CLCCE 300-830 exam.
Course Outline
Day 1 – Webex Contact Center Architecture, Telephony & Call Routing (Part 1)
Module 1: Introduction to Webex Contact Center
- Overview of Cisco Collaboration Cloud CX
- CLCCE 300-830 exam structure and blueprint
- Webex Contact Center architecture & components
- Control Hub overview (tenant, services, licensing)
Module 2: Telephony Architecture Options
- Webex Calling architecture
- Local Gateway architecture
- Cloud Connected PSTN (CCP) architecture
- Comparing all three for deployment use cases
Module 3: Telephony Integration Setup
- Linking Webex Contact Center with Webex Calling
- Connecting Local Gateway for on-prem telephony
- Configuring CCP for inbound/outbound connectivity
- DID & routing number assignment
Module 4: Inbound and Outdial Telephony
- Agent call handling options
- ANI/CLI handling
- Outbound dialing configuration
- PSTN design considerations
Hands-On Labs (Day 1)
- Navigate Control Hub
- Configure a Webex Calling location
- Add PSTN connectivity (LGW or CCP)
- Validate agent call routing
Day 2 – Call Routing, Flow Design & Voice Troubleshooting
Module 5: Routing Components in Webex Contact Center
- Channels (entry points & numbers)
- Queues (capacity, priorities, overflow)
- Teams (agent grouping & routing logic)
- Skills & routing behaviors
Module 6: Voice Flow Design
- Building voice flows
- IVR menus & branching logic
- Queue assignment
- Call treatment steps
- Error handling & fallback routing
Module 7: Troubleshooting Voice Channels
- Using flow debugger & trace tools
- Common failure points:
- Incorrect routing
- Flow design errors
- Agent status issues
- PSTN disconnects
- Diagnosing flow execution with logs
Hands-On Labs (Day 2)
- Build a complete voice flow
- Create channels, queues & teams
- Route calls & test routing logic
- Use debugger to fix failures
Day 3 – Tenant Configuration, User Setup & Reporting
Module 8: Tenant & Network Requirements
- Browser, network, and firewall requirements
- Secure connectivity & QoS considerations
- User license mapping
Module 9: User Administration
- Adding users to Control Hub
- Assigning roles & permissions
- Mapping users to queues, teams & channels
- Agent & supervisor configuration
Module 10: Desktop Experience
- Desktop layouts
- Desktop profiles
- UI customization
- Workflows for agents & supervisors
Module 11: Recording Setup
- Enabling call recording
- Recording policies
- Playback & access roles
- Compliance & retention
Module 12: Reporting & Dashboards
- Real-time vs historical reporting
- Stock reports (standard templates)
- Customized report creation
- Building dashboard visualizations
Hands-On Labs (Day 3)
- Create agents & supervisors
- Customize desktop layout
- Enable recording
- Build custom dashboards
Day 4 – Digital Channels, Digital Routing & Troubleshooting
Module 13: Understanding Digital Channels
- Webex Contact Center digital architecture
- Supported channels:
- Chat
- SMS
- Social messaging platforms
Module 14: Configuring Digital Routing
- Creating digital entry points
- Mapping digital channels to queues
- Designing digital flows (chat & email)
- Assignment to teams & skills
Module 15: Troubleshooting Digital Interactions
- Chat widget issues
- Email flow routing errors
- SMS delivery failures
- Social platform configuration
- Debugging digital flows
Hands-On Labs (Day 4)
- Configure chat widget
- Build digital flow
- Route email to team
- Troubleshoot common digital channel failures
Day 5 – Advanced Features, Integrations, APIs & AI
Module 16: Advanced Voice Flow Features
- Callback configuration
- HTTP Request nodes
- Reusable functions
Module 17: Advanced Digital Flow Features
- Post-call surveys
- Event-driven flows
- Webhooks & triggers
Module 18: Connectors & Integrations
- Prebuilt connectors
- Custom connectors
- CRM & ticketing integrations
- Use cases for external data in flows
Module 19: Webex Contact Center APIs
- REST APIs overview
- GraphQL
- Webhooks & event notifications
- Authentication & tokens
- Building custom dashboards & integrations
Module 20: Webex AI & AI Agent
- AI-powered summarization
- Topic analytics & insights
- Agent wellness monitoring
- Webex AI Agent capabilities
- Using AI for contact center automation
Hands-On Labs (Day 5)
- Build a callback flow
- Use HTTP Request to integrate external data
- Configure webhook event
- Explore AI insights summarization
Optional Add-On: Instructor Evaluation Exam
A 25–40 question practice exam covering:
- Telephony & routing
- Tenant configuration
- Digital channels
- Reporting
- AI & APIs
Labs Outline
coming soon
Related Certifications
CCNP Collaboration Certification
Follow-On Courses
CCNP Collaboration Certification
F.A.Q
The CLCCE 300-830 course teaches you how to deploy, configure, and support Webex Contact Center. It covers telephony, call routing, tenant setup, digital channels, reporting, APIs, integrations, and Webex AI.
It is ideal for:
- Collaboration engineers
- Contact center administrators
- Cloud CX architects
- Partners, MSPs, and consultants
- Anyone preparing for the CCNP Collaboration exam track
Yes. The entire course is structured directly around the official Cisco exam blueprint.
It covers all four domains:
- Telephony & Call Routing
- Tenant Configuration & Reporting
- Digital Channels
- Advanced Features & AI
You will be fully prepared to take and pass the CCNP Collaboration concentration exam.
Not necessarily. The course starts with fundamentals and builds up to advanced topics.
However, the following background helps:
- Basic Cisco Collaboration knowledge
- Understanding of SIP, VoIP, PSTN
- General contact center concepts
If you're new to cloud contact centers, you’ll still be able to follow the course easily.
Hands-on labs typically include:
- Configuring Webex Calling, PSTN, and Local Gateway
- Creating channels, queues, teams, and flows
- Building voice IVR flows
- Creating digital routing flows for chat, email, SMS, and social
- Setting up reports, dashboards, and recording
- Using HTTP Requests, callbacks, functions, and webhooks
- Exploring Webex AI features
Lab availability may vary based on your training provider, but VoiceBootcamp includes full lab access.
Yes. You will learn:
- Webex AI Assistant (summarization, insights, analytics)
- Webex AI Agent
- REST & GraphQL APIs
- Webhooks, callbacks, and external integrations
- Custom and prebuilt connectors
- Advanced digital and voice flow design
This training includes modern cloud CX automation topics beyond the standard curriculum.
