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:
- Configure the SIP components of an IC system
- Deploy Genesys products in a VoIP environment
- Install and configure Interaction Center components
- Monitor, capture, and troubleshoot SIP traffic
- Configure deployment scenarios
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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
- Overview of Client Templates
- Workgroups ACD Skills
- Security and Compliance Enhancements
- Managed IP Phone Network Provisioning
- Managing Licenses
- Configuring Stations
- Configuring Client Button and Queue Columns
- Identify key configuration elements at the Default User, Role, Workgroup, and User level
- Overview of Interaction Center Business Manager
- Managed IP Phone Configuration and Templates
- Basics of Interaction Reporter
- Understand the configuration options available for ACD/Skills-Based routing
- Status Messages, Account Codes, and Wrap-up Codes
- Basics of Interaction Supervisor
- Identify the components of the Interaction Administrator interface
- Introduction to ACD Tools
- Using Response Management Libraries
- Configuring ACD
Configuring Call Flows
- Standard Inbound Operations
- Queue Operations
- Email Operations
- Email Profiles
- Create and configure operations that comprise an Interaction Attendant menu
- Default Auto Attendant set of menus and operations
- Manage Voice Prompts
- Overview of Default Profile
- Overview of Default Schedule
- Schedule Configuration
- Email Schedules
- Overview of Custom Profiles
- Recognize and use the files and storage structure used by the Interaction Attendant
- Publish, import, and export a new Interaction Attendant configuration
- Overview of Interaction Attendant user interface
- Structure of a Node
Interaction Center Certified Engineer (ICCE) Bootcamp
- DID/DNIS Routing
- New License Generation
- Configuring IC Switchover Process
- DNS Server
- Interaction Center Platform Overview
- Interaction Center Security Methods
- TroubleShooting
- Gateways Overview
- Site Information
- Configure SIP addresses
- Dial Plan
- Interaction Center Architecture
- Configure Interaction Media Server
- Post Installation Configuration
- WireShark Analyzer
- Installing IC and Interaction Media Server
- Interactive Update Provider Overview
- Codecs
- SIP Proxy
- License Management and Allocation
- Using Interactive Update Client
- SIP Station Configuration
- Log Viewer
- Licensing Users and Stations
- Understanding Lines and Groups
- Running Setup Assistant
- Database Server
- SIP Line Configuration
- IC System Manager
- Log Retrieval Assistant
- Configure Line Groups
- Interaction Subsystems
- DHCP
- Configure Regionalization
- IC Licensing Overview
- Directory Server
- Reporting Tables
- IC Survey File
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We recommend the following course prerequisites prior to beginning ICCE:
- Configuring Call Flows
- Administering the CIC System
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