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

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

Configuring Call Flows

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

Interaction Center Certified Engineer (ICCE) Bootcamp

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

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Genesys GE0-601 Exam Syllabus Topics: