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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.

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

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

Configuring Call Flows

• Queue Operations
• Recognize and use the files and storage structure used by the Interaction Attendant
• 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
• Schedule Configuration
• Overview of Default Profile
• Overview of Interaction Attendant user interface
• Overview of Custom Profiles
• Default Auto Attendant set of menus and operations
• Overview of Default Schedule
• Manage Voice Prompts
• Email Operations
• Email Profiles

Interaction Center Certified Engineer (ICCE) Bootcamp

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

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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.

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.

Genesys GE0-601 Exam Syllabus Topics: