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:

• Deploy Genesys products in a VoIP environment
• Monitor, capture, and troubleshoot SIP traffic
• Configure deployment scenarios
• Install and configure Interaction Center components
• Configure the SIP components of an IC system

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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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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

Genesys GE0-601 Exam Syllabus Topics: