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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

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For more info read reference:

ICCE Study Guide

Interaction Center Certified Engineer Study Guide

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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

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