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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

Who should take the Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

This course is intended for implementers of PureConnect, or other technical positions in charge of implementing their Genesys Interaction Hub.

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