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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.

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

Genesys GE0-601 Exam Syllabus Topics: