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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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

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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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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Genesys GE0-601 Exam Syllabus Topics: