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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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

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

Taking a Certification Exam Guide provides instructions for registering, accessing, and taking exams.

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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.

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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 the SIP components of an IC system
• Monitor, capture, and troubleshoot SIP traffic
• Configure deployment scenarios
• Install and configure Interaction Center components

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