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Topics of Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

The Interaction Center Certified Engineer(ICCE) certification includes the following topics:

Administering the CIC System

• Configuring Stations
• Using Response Management Libraries
• Security and Compliance Enhancements
• Identify key configuration elements at the Default User, Role, Workgroup, and User level
• Configuring ACD
• Overview of Client Templates
• Managed IP Phone Configuration and Templates
• Configuring Client Button and Queue Columns
• Introduction to PureConnect Application Suite
• Status Messages, Account Codes, and Wrap-up Codes
• Basics of Interaction Supervisor
• Introduction to ACD Tools
• Managed IP Phone Network Provisioning
• Workgroups ACD Skills
• Identify the components of the Interaction Administrator interface
• Overview of Interaction Center Business Manager
• Basics of Interaction Reporter
• Understand the configuration options available for ACD/Skills-Based routing
• Managing Licenses

Configuring Call Flows

• Overview of Default Schedule
• Queue Operations
• Schedule Configuration
• Email Operations
• Overview of Default Profile
• Structure of a Node
• Create and configure operations that comprise an Interaction Attendant menu
• Overview of Custom Profiles
• Manage Voice Prompts
• Default Auto Attendant set of menus and operations
• Email Profiles
• Publish, import, and export a new Interaction Attendant configuration
• Overview of Interaction Attendant user interface
• Recognize and use the files and storage structure used by the Interaction Attendant
• Standard Inbound Operations
• Email Schedules

Interaction Center Certified Engineer (ICCE) Bootcamp

• Configure Line Groups
• Installing IC and Interaction Media Server
• SIP Proxy
• Interaction Center Architecture
• Log Viewer
• Dial Plan
• Site Information
• Codecs
• DNS Server
• Database Server
• Configure SIP addresses
• Configure Regionalization
• WireShark Analyzer
• Log Retrieval Assistant
• Post Installation Configuration
• Interaction Center Platform Overview
• SIP Station Configuration
• DHCP
• New License Generation
• Interactive Update Provider Overview
• Configure Interaction Media Server
• TroubleShooting
• Configuring IC Switchover Process
• IC Survey File
• Directory Server
• Interaction Subsystems
• IC System Manager
• Using Interactive Update Client
• Licensing Users and Stations
• License Management and Allocation
• Reporting Tables
• IC Licensing Overview
• Understanding Lines and Groups
• DID/DNIS Routing
• Running Setup Assistant
• SIP Line Configuration
• Gateways Overview
• Interaction Center Security Methods

Benefits in Obtaining Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

Genesys certifications lead to higher quality performance, recognized credibility, and greater customer success.

Certification Advantages Upon completion of this course, you will be to:

• Install and configure Interaction Center components
• Configure the SIP components of an IC system
• Monitor, capture, and troubleshoot SIP traffic
• Deploy Genesys products in a VoIP environment
• Configure deployment scenarios

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For more info read reference:

ICCE Study Guide

Interaction Center Certified Engineer Study Guide

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