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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

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What is the duration, language, and format of Interaction Center Certified Engineer Bootcamp 2018 ICCE-201-02

• There is a time limit of 120 minutes for the exam.
• This exam is offered in only English.
• The type of questions is Multiple Choice, Multi Select, True/False and matching questions.
• The passing scores for Genesys Certification exams are based on a point scaling method generally used in the industry. When you register for the exam on webassessor.com, the passing score for your exam will be reflected in the exam information.

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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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