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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
- Configuring Stations
- Managed IP Phone Configuration and Templates
- Introduction to ACD Tools
- Status Messages, Account Codes, and Wrap-up Codes
- Managed IP Phone Network Provisioning
- Overview of Interaction Center Business Manager
- Using Response Management Libraries
- Security and Compliance Enhancements
- Introduction to PureConnect Application Suite
- Managing Licenses
- Workgroups ACD Skills
- Identify key configuration elements at the Default User, Role, Workgroup, and User level
- Overview of Client Templates
- Understand the configuration options available for ACD/Skills-Based routing
- Identify the components of the Interaction Administrator interface
- Configuring Client Button and Queue Columns
- Basics of Interaction Supervisor
- Configuring ACD
- Basics of Interaction Reporter
Configuring Call Flows
- Email Profiles
- Overview of Custom Profiles
- Email Operations
- Queue Operations
- Standard Inbound Operations
- Overview of Interaction Attendant user interface
- Email Schedules
- Create and configure operations that comprise an Interaction Attendant menu
- Schedule Configuration
- Manage Voice Prompts
- Publish, import, and export a new Interaction Attendant configuration
- Structure of a Node
- Overview of Default Profile
- Recognize and use the files and storage structure used by the Interaction Attendant
- Overview of Default Schedule
- Default Auto Attendant set of menus and operations
Interaction Center Certified Engineer (ICCE) Bootcamp
- Log Viewer
- Configuring IC Switchover Process
- Understanding Lines and Groups
- Interaction Center Architecture
- TroubleShooting
- New License Generation
- Configure Interaction Media Server
- Site Information
- Reporting Tables
- Configure SIP addresses
- License Management and Allocation
- Interaction Center Security Methods
- Directory Server
- Gateways Overview
- WireShark Analyzer
- Interaction Center Platform Overview
- IC Survey File
- DID/DNIS Routing
- Configure Regionalization
- Using Interactive Update Client
- Log Retrieval Assistant
- DNS Server
- Running Setup Assistant
- Licensing Users and Stations
- Interactive Update Provider Overview
- DHCP
- SIP Proxy
- Configure Line Groups
- Interaction Subsystems
- Dial Plan
- Post Installation Configuration
- Installing IC and Interaction Media Server
- IC System Manager
- SIP Line Configuration
- Codecs
- SIP Station Configuration
- IC Licensing Overview
- Database Server
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.
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
- Configure the SIP components of an IC system
- Configure deployment scenarios
- Install and configure Interaction Center components
- Monitor, capture, and troubleshoot SIP traffic
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Genesys GE0-601 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Genesys Cloud Architecture and Core Concepts | - Multi-tenant cloud fundamentals - Platform architecture overview - Core components and services |
| Topic 2: Troubleshooting and Best Practices | - Contact flow debugging - System monitoring and issue resolution |
| Topic 3: Call Routing and Contact Flows | - Skills-based and data-driven routing - Inbound and outbound routing logic - Architect flows configuration |
| Topic 4: Digital Channels and Omnichannel Handling | - Email, chat, and messaging channels - Workgroup and queue management |
| Topic 5: Administration and Configuration | - Queues, divisions, and permissions - User and role management |
| Topic 6: Reporting and Analytics | - Performance dashboards - Interaction and queue analytics |
| Topic 7: Integrations and APIs | - CRM and third-party integrations - API fundamentals and authentication |
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