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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

Introduction to Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

Certified Interaction Center Engineer (ICCE) certification can be obtained by earning passing scores on the Bootcamp tests of the CIC Core and Interaction Center Certified Engineer (ICCE). This credential gives the student the expertise and skills required to introduce the Interaction Center Platform® and to help it. The student will learn about the Customer Interaction CenterTM (CIC) architecture and apply that information to an Interaction Center Platform system implementation.

How to Prepare for Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

Preparation Guide for Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

Introduction

Genesys is an organisation with customer service and call centre technology for small and medium businesses. Genesys or Genesys Telecommunications Laboratories is a cloud and on-site company. The business has offices in Canada, Latin America, Europa, the Middle East, Africa, Asia and Australia and is located in Daly City, California. Established in 1990, Permira Funds and Technical Crossover Ventures recently acquired the Company in February 2012.

For organisations in more than 100 countries Genesys offers over 70 billion remarkable customer experience each year. Via Cloud and AI control, their technology connects every customer moment to marketing, delivery and service across every channel and enhances employee experience. Genesys pioneered its Services expertise, improving customer faith and loyalty in every size company. Genesys is a leader in Services. This is allowed with Genesys Cloud, the all-in-one solution for rapid innovation and for scalability and versatility that is the world's leading public cloud platform.

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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
• Configure deployment scenarios
• Deploy Genesys products in a VoIP environment
• Monitor, capture, and troubleshoot SIP traffic

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