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ICCE Study Guide

Interaction Center Certified Engineer Study Guide

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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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

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:

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

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How to Study the Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

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We recommend the following course prerequisites prior to beginning ICCE:

• Administering the CIC System
• Configuring Call Flows